logo

Quality Management Assignment : Marriott hotel

   

Added on  2020-01-28

11 Pages2847 Words1518 Views
Quality Management

TABLE OF CONTENTSINTRODUCTION...........................................................................................................................3TASK 1............................................................................................................................................31.1 Quality in terms of business and service..........................................................................31.2 Process of inspection and assurance.................................................................................41.3 Approaches of quality management.................................................................................41.4 Differences and similarities between different methods..................................................5TASK 2 ...........................................................................................................................................52.1 Discussing customer satisfaction......................................................................................52.2 Meaning of continuous improvement in quality management.........................................62.3 Type of added values to be gained...................................................................................62.4 Different type of information...........................................................................................7TASK 3............................................................................................................................................73.1 Way in which quality management can be measured......................................................73.2 Benefits of user and non-user survey in determining customer needs.............................83.3 Methods of consultation with employee in quality scheme.............................................83.4 Value of complaint procedure..........................................................................................9TASK 4............................................................................................................................................9Covered in PPT.......................................................................................................................9CONCLUSION................................................................................................................................9REFERENCES..............................................................................................................................10

INTRODUCTIONQuality ensures about products and services which have been provided by theorganisation. It involves four main components such as planning, assurance, control andimprovement. The organisation does not only focus on product’s and service’s quality, but alsomeans to achieve it. From the empirical study, it suggests that if there is continuous improvementin quality of services then it would also increase long term economic competitiveness (Chae,2010). The techniques of quality management are used by every organisation in order to providequality of services to customers. The present report is based on Marriott hotel which ismultinational diversified hospitality and provide services related with lodging. In this report, themeaning of quality has been explained in terms of business and services. Further, differentapproaches of quality management is discussed. Along with that, meaning of customersatisfaction has also been explained.TASK 11.1 Quality in terms of business and serviceQuality in terms of business and service provision refers to the precipitation of degree inwhich organisation is providing services to meet with customer expectations. The specificmeaning of quality cannot be explained until and unless it relates with the particular function orobjectives (Bergman and Klefsjö, 2010). The meaning of quality in terms of business andservices have been described as below: Quality is significant for every organisation whether it is provided by any hospitalityindustry or retail company. The quality measures something against other thing which are alsoprovided by other companies in similar kind. Concept of quality ensures about the adherence ofproducts and services which also set reputation of organisation. The quality of products andservices is designed according to the purpose of customers which solves and satisfies theirrequirements.

Standardised bodies have established several standards to measure the quality of servicesand products. ISO standards have introduced the definition of quality of products and serviceswith the availability of their features and characteristics in order to satisfy the intended needs andto perform efficiently. 1.2 Process of inspection and assuranceMarriott hotel is trying to deliver the supreme quality of services and products tocustomers. While providing quality services to customers, it will result in increased profits. Thecited hotel have to use quality management system which helps them to ensure about highquality of services is providing to customers or not (El Ouardighi and Kim, 2010). Following arethe two major processes which involved in quality management system.Quality control – It is the process of reviewing all elements which are associated withthe quality of services. Services which are provided by Marriott hotel have to ensure about thequality of services to be maintained at the time of production process. Quality control includesinspection of quality of products after when production process takes place. The manager has tomonitor that quality all standards are being followed or not so that they can remove poorperformance at the time of production. Quality assurance- It consists the part of quality management on which organisationhave to focus on for providing quality of services will be Provided in appropriate manner. Thequality assurance has two folds, that is, internal and external. In internal, it is related with themanagement and external is customers, government and many more. 1.3 Approaches of quality managementThere are numerous approaches which can be utilised by the organisation in order toimprove quality management at workplace (Elbir and et. al., 2010). Here are some followingapproaches which can be used by Marriott hotel so that they will improve the quality of services.Edward Deming's approach - In this approach, manager has to set guidelines whichwill ensure about the successful implementation of total quality management. Organisation hasto adopt new philosophy so that they can eliminate gaps between staff and organisation. Throughthis, company can organise proper training and development programme for all employees.Philip Crosby approach - This approach consists with four principles which are relatedwith quality and ensured to preventing the process which leads into the low quality (Gotzamani,

End of preview

Want to access all the pages? Upload your documents or become a member.

Related Documents
Quality Management Report- Marriott hotel
|13
|3498
|174

Quality Management in Business - PDF
|11
|3836
|33

Quality Management Techniques in Marriott Hotel
|12
|3095
|104

Quality Management in Business - Marriott Hotel
|12
|3220
|112

The Marriott International Hotel Industry
|18
|4819
|170

Report on Aspect of Quality Management within the Hotel Industry
|19
|6702
|67