Report on Management of Operation Quality
Submission Front Sheet for the Quality Management in Business assignment for the BTEC Higher National Diploma in Hospitality Management at Mont Rose College.
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Added on 2020-06-06
Report on Management of Operation Quality
Submission Front Sheet for the Quality Management in Business assignment for the BTEC Higher National Diploma in Hospitality Management at Mont Rose College.
Added on 2020-06-06
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Quality Management
TABLE OF CONTENTSINTRODUCTION...........................................................................................................................3TASK 1 & 2 ....................................................................................................................................3Covered in PPT.......................................................................................................................3TASK 3............................................................................................................................................33.1 Way in which quality management can be measured......................................................33.2 Benefit of user and non-user surveys in determining customer needs.............................43.3 Methods of consultation employed in one quality scheme to encourage participation byunder-represented groups.......................................................................................................53.4 Value of complaints procedures and analyse how they may be used to improve quality5TASK 4............................................................................................................................................64.1 Role of self assessment in order to determine an organisation’s current ‘state of health’64.2 Evaluate the importance of communication and record keeping.....................................64.3 Follow guidelines on the stages of staff consultation necessary for effectiveimplementation of a quality scheme.......................................................................................74.4 propose new systems or modifications to existing systems that could improve servicequality.....................................................................................................................................7CONCLUSION................................................................................................................................8REFERENCES................................................................................................................................9
INTRODUCTIONQuality management make certain that a company, service or product is compatible if itfollows four major elements: quality control, quality improvement, assurance as well asplanning. Quality of product is mainly focused over the service and product quality along withthe means through which it can be met in effective manner. Rose and Crown is a 3 Starindependent hotel which is situated in the Midland at city outskirts. The core customer of hotel iscorporate guests and at weekend, the leisure guest (Al-Swidi and Mahmood, 2012). Afterdecrease in market, the company has been facing various complaints of consumer as well poormanagement of staff and their wage issues for which organisation need to properly manage thequality of internal functions in order to carry out better outcome. This report will analysedifferent strategies and method through which proper management of operation quality can bedone in effective manner. It will assess the concept and features of quality management and howit can be measured and assisting in management of activities and staff members of company. Itwill also light over the self management, staff consultation and modifications system in HolidayInn. TASK 1 & 2 Covered in PPTTASK 33.1 Way in which quality management can be measuredQuality management consist of designing and controlling the activities to ensure whichservice and product is suitable for the purpose of achieving requirements and specification ofclients in better manner. There are various methods and technique which can be used for betterworking and management of work quality in Rose and Crown Hotel in order to manage newskills, worker and maintain service quality in order to meet consumer outcome in effectivemanner in which some of them are mentioned below: Benchmarking: Benchmarking is set for standard quality reference, which is utilised toemphasise quality of the recent project (Boyd, and Tucker, 2012). It canbe performed byany reputed organisation or those entitieswho aim to emerge in company. This consist of3
planned and actual practices project to understand the improvement, best activities andother performance measurement. Quality meeting: It consist of people who are liable for the management of qualityinvolving sponsor, stakeholder, members of project team and other members. Thesesindividual are able can rectify the decision-making through rendering better options anddiverged ideas. Hence, modifications in service or process is done according to theprovided suggestion of quality meeting.Flowcharts: It is considered as graphical representation presenting the procedure stepsand its relationship. This help in managing the decision elements, activities and otherprocedures solving the issues and conflicts of the company in better manner. Rose and Crown can use these approaches and methods for managing the activities inorder to assist their work and staff members for better work quality and enhance in the marketposition. 3.2 Benefit of user and non-user surveys in determining customer needsIt is essential for entire organisation to understand the need of consumer at first (DeMenezes, 2012). In order to analyse the requirement of clients, there are various techniqueswhich can be utilised for it. Setting certain population and survey types is essential which ismentioned here: User-base survey help an organisation in seeking the main weakness and strengths oforganisation. Rose and Crown can manage their client needs and demands for service andproducts in better manner. This type of survey is carried out for evaluating expectation andrequirements of their service user and potential buyer. This also aid in analysing their benefitsalong with their overall service quality and management of organisation. Non-users survey is also useful for the company which is unusual for market evaluation.Through this, Rose and Crown can measure their performance along with competitors foridentify the measures for gratifying clients. This can help in understanding various aspects anorganisation, understanding the self performance, market position along with various market andbusiness drawbacks in regard of achieving their target in effective manner. Although both survey types is required for effort and quality management in Rose andCrown hotel for satisfying and meeting the desires of customer. But user-survey is moreeffective method to seek client requirement. Rose and Crown can meet their demands through4
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