Quality Management of Rose and Crown Hotel
23 Pages7972 Words139 Views
Added on 2020-01-21
Quality Management of Rose and Crown Hotel
Added on 2020-01-21
ShareRelated Documents
Quality Management 1
TABLE OF CONTENTSINTRODUCTION...........................................................................................................................4TASK 1............................................................................................................................................4Clear definitions of quality in terms of business and services provision (1.1)............................4Illustrate the role of quality control and quality assurance in inspection and assuranceprocesses (1.2)..............................................................................................................................5Discuss a range of approaches that can be taken to improve quality management (1.3)............6Explanation of the similarities and differences between the different methods (1.4).................9TASK 2..........................................................................................................................................10Discussion of customer satisfaction (2.1)..................................................................................10Explanation of the continuous improvement (2.2)....................................................................11The type of added values to be gained in a process of continuous improvement (2.3).............12The types of information made available to customers and the importance given to effectivemarketing (2.4)...........................................................................................................................13How quality management can be measured (3.1)......................................................................13Benefit or user and non-user surveys in determining customer needs (3.2)..............................14Methods of consultation employed in one quality scheme to encourage participation (3.3)....16The value of complaints procedures and analyse how they may be used to improve quality(3.4)............................................................................................................................................16TASK 4..........................................................................................................................................17Role of self assessment in order to determine an organization's current 'state of health' (4.1)..17Evaluation of importance of communication and record keeping (4.2)....................................18Guidelines on stages of staff consultation necessary for effective implementation of a qualityscheme (4.3)...............................................................................................................................19Propose new systems or modifications to existing systems that could improve (4.4)...............20CONCLUSION..............................................................................................................................21REFERENCES..............................................................................................................................222
Illustration IndexIllustration 1: PDCA cycle...............................................................................................................8Illustration 2: Juran quality principles.............................................................................................93
INTRODUCTIONQuality management refers as a collection of various business processes which arefocused on improving the quality of products and services that consistently meets therequirements of consumer needs (Ipeirotis, Provost and Wang, 2010). Quality managementincludes four elements and these are quality assurance, quality control, quality planning andquality improvement. Furthermore, Quality management plays a significant role in theorganization. This function helps in differentiating a business entity from its competitors in termsof quality. The current scenario of report has focussed on Rose and Crown Hotel which islocated in the Midlands and it is 3 star hotel with 100 bedrooms. This hotel attracts corporateguests during weekdays and other leisure guests at the weekend. Such hotel is emphasized onquality management to improve the efficiency of products and services. The present reportinvolves four tasks. First task will cover different approaches of quality management which areused in the commercial operations. Second task will include the benefits of quality managementin business in order to satisfy their customers. Third task will give brief introduction of variousquality controls and improvisation of customer service. Last and fourth task will include theprinciples of quality management which help in improving the business performance. TASK 1Clear definitions of quality in terms of business and services provision (1.1)Quality in terms of business and services provision refers as the degree of perception inwhich products and services of the organization meet the requirements of customers (Nadiri andTanova, C., 2010). Quality is a perception about the products and services which can be inferioror superior to other thing. In today's contemporary era, most of the organizations areimplementing quality management in their businesses and in their product and services. Qualityplays an important role in managing business operations which helps in rising the sales as well asprofitability of organization. It also assists in differentiating an organization from its competitors.Definitions of quality in terms of business and services have been developing time to time.According to the Markovic and Raspor (2010) asserted that, quality of the product and servicescan be judged through only by their customer satisfaction because every customer needs good4
quality product (Markovic and Raspor, 2010). On the other hand, Chen and Chen (2010 arguedthat, quality standard of any products and services of the business tells about the quality morethan the customer satisfaction (Chen and Chen, 2010).Quality in the hospitality industry matters the most. In Rose and Crown hotel, they thinkabout quality for customer satisfaction and change their perception towards business. Forexample, there are different types of customers in hotel industry and they all have differentperceptions and requirements (Talib, Rahman and Qureshi, 2012). Organization should maintainhealth standards for their food and beverages department. If, there is a customer who is healthconscious then he or she should need food which contains less calorie. Along with this, hotelshould maintain hygiene at the workplace so that they can attract more customers. Rose andCrown hotel is also providing services to all the social classes according to their status andincome level (Rose and Crown, 2016). Hotel management is also reacting to their customerfeedbacks and by this, hotel is gaining positive feedback from their satisfied customers. It alsohelps in acquiring and retaining loyal customers which contribute in increasing the total salesamount of business in a long term perspective.Illustrate the role of quality control and quality assurance in inspection and assurance processes(1.2)Quality control and quality assurance are the components of quality management whichhelp organization in improving quality of services with the help of limited resources(Schuuranman, 2003). These both functions assist the chosen hotel to modify its processes forrising its revenue and helps in product development. There are different processes which areused in the inspection and assurance of quality and these are as follows:Quality Assurance: It is a procedure in quality management where assessment of theoverall production performance is done and it also identifies quality standards of theproducts and services of organization (Pennstate, 2009). Quality Assurance plays animportant role in the hospitality industry i.e. hotel which mainly focuses on the qualitystandards. In Rose and Crown hotel, sales are declining and customer is complainingabout the quality. Due to which, staff is demotivating and leaving the organization.Therefore, by implementing the process of quality assurance, hotel can improve their5
product quality about which customers are complaining. Further, firm can recruit moreemployees to uplift their quality standards. Quality planning tools, techniques and qualityaudits are used for estimating the overall performance of organization (Pallet, Taylor andJayawardena, 2003).Quality Control: In quality control, there are three steps by which quality can becontrolled and these are monitoring, using suitable methods and evaluation. At first, hotelshould monitor the existing quality standards as well as poor performance of theorganization such as staff turnover, unsatisfied customers etc. After monitoring theproblem, management should focus on the methods from which they can cope up fromthis problem (Wang, Chen and Chen, 2012). Methods can be used such as control charts,new trends analysis and inspections. After determining methods, organization shouldevaluate their problems through various improvisation methods which help in settingbetter quality standards. By implementing quality control, hotel can improve their careerdevelopment, decision making system and communication with customers. Discuss a range of approaches that can be taken to improve quality management (1.3)There are range of approaches that can taken to improve quality management in a longterm success through customer satisfaction. There are some approaches to manage quality whichare given by the theorists like W. Edwards Deming and Joseph M. Juran. Deming has given the theory which gives important guidance and directions to managersthat is “System of Profound Knowledge” in which include Deming's cycle “Plan – Do – Check –Act (PDCA)”. Deming shows in his theory that organization should plan and designed in such away that encourages the managers to remove the problems in the organization. His theorysuggests that the employees should also be the part of the decision making process. There fourelements in the Deming's cycle such as plan, do, check act. To improve the quality management,first organization should make plan through considering quality principles and factors affectingquality. After planning, the organization should follow the personnel factors and see the policiesand procedure of the company. After implementing the procedure, the company should act that isreviewing, revising, communicating and monitor the quality management measures. After6
End of preview
Want to access all the pages? Upload your documents or become a member.
Related Documents
Report on Aspect of Quality Management within the Hotel Industrylg...
|19
|6702
|67
Role of Quality Management in Inspection and Assurance Processlg...
|13
|4040
|76
Quality Management in Rose and Crown hotellg...
|14
|4358
|578
Quality Management: Assignmentlg...
|14
|4875
|269
Quality Management Techniques in Marriott Hotellg...
|12
|3095
|104
Quality Management Assignment : Marriott hotellg...
|11
|2847
|1518