Towards an Improved Quality Management in Organizations
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Added on 2019-12-03
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Quality management TABLE OF CONTENTS INTRODUCTION 1 TASK 1 1 1.1 Definition of Quality in terms of business and service provisions 2 1.3 Approaches to Improve Quality Management 3 1.4 Difference and Similarities in Methods 4 TASK 2 5 2.1 Customer Satisfaction 5 2.2 Continuous Improvement 5 2.3 Types of Added Value for Continuous Improvement 6 2.4 Types of Information made Available to Customers 7 TASK 3 8 3.1 Measuring the Quality Management 8 3.2 Benefits of Users and Non-Users Survey 8 3.3 Methods of Consultation 9 3.4 Value of
Towards an Improved Quality Management in Organizations
Added on 2019-12-03
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Quality management
TABLE OF CONTENTSINTRODUCTION.................................................................................................................................1TASK 1.................................................................................................................................................11.1 Definition of Quality in terms of business and service provisions...............................................11.2 Role of Quality Control and Quality Assurance in the organization’s quality management........21.3 Approaches to Improve Quality Management.............................................................................31.4 Difference and Similarities in Methods.......................................................................................4TASK 2.................................................................................................................................................52.1 Customer Satisfaction..................................................................................................................52.2 Continuous Improvement............................................................................................................52.3 Types of Added Value for Continuous Improvement..................................................................62.4 Types of Information made Available to Customers...................................................................7TASK 3.................................................................................................................................................83.1 Measuring the Quality Management............................................................................................83.2 Benefits of Users and Non-Users Survey.....................................................................................83.3 Methods of Consultation..............................................................................................................93.4 Value of Complaint Procedures.................................................................................................11TASK 4...............................................................................................................................................114.1 Self Assessment.........................................................................................................................114.2 Importance of Communication and Record Keeping.................................................................114.3 Stage of Staff Consultation........................................................................................................124.4 System to Improve Service Quality...........................................................................................12CONCLUSION...................................................................................................................................13REFERENCES....................................................................................................................................14
INTRODUCTION In today’s highly competitive era it is one of the most essential tasks for everyorganization to maintain the quality of all their products and services. Consumers are themost essential asset of any company and it is the most important to satisfy the needs of theircustomers. An organization needs to satisfy them by providing high quality services as pertheir desires. In this respect, quality can be defined a term which is being measured with otherthings of similar nature (Swan, Bowers and Grover, 2002). It clearly indicates that whetherthe specific thing is of worth paying certain amount or not. Due to the increasing competition,quality management is first and foremost concept which must be carried out by everyorganization. It is the best way through which competency of an organization can beincreased. However, the present is formed in order to attain in depth knowledge about thequality as well as various concepts about its management. For this, Rose and crown hotel istaken into consideration which is an independent 3 star hotel located on the outskirts of a cityin the Midlands. They are facing several issues regarding their customer complaints as wellas decreasing market sales. Staff turnover is high and staff morale is low within this hotel(Nazarko, 2004). Further, this study helps in suggesting some of the best ways through whichquality can be improved and appropriate solution can be achieved with limited resources.Moreover, emphasis is laid on offering certain recommendations for Rose and Crown throughwhich they can streamline their quality as they are not able to go through the new productdevelopment. TASK 11.1 Definition of Quality in terms of business and service provisions Differentiation is one of the most important concepts of any product which can beeasily attained by the way of maintaining its quality different than that of other. Under this, itcan be stated that quality is the crucial component of any product or service and it can also bedenoted as superiority of particular products. It is necessary that particular needs and desirescan be attained. According to the Williams and Buswell (2003) quality is all about producingservices as per the offering of industry standards. With special reference to business it can bedetermine that quality relates to the expectations of customers in and effective manner.However, quality is the most effective element and concept which assist in reflecting valuefor money of customers. In terms of service provisions it is the identification which definesthat customers get various services as per the required specifications. It is the only waythrough which satisfaction level of customers can be enhanced (Hurst, 2006). As per the1 | Page
given scenario of Rose and Crown hotel, quality related with all its hotel services andofferings as well as amount charged against it. Further, it is essential for cited hotel to setquality standards which needs to be attained by all their employees. Moreover, David Gravindefines that there are mainly 8 dimensions of quality which must be attained by organizationi.e. performance, features, reliability, conformance, durability, serviceability, aesthetics andperceived quality (Presbury, Fitzgerald and Chapman, 2005). All these features must beattained by Rose and Crown in order to go with the value for money services.1.2 Role of Quality Control and Quality Assurance in the organization’s quality managementIn any organizations inspection and assurance process, quality control and assuranceplays a major role. Quality control highly reflects the process under which overall quality ofthe products can be easily measured (Räisänen, 2003). It also helps in evaluating that eachjob posses identical results. In order to do so, there are several mechanisms which must befollowed by companies such asusing checklist and adhering to various certification that beenset by industry and supervision. By following such measures companies can easily improvetheir quality of services and also identify that necessary steps are taken into consideration inorder to adhere to quality. As per the given case scenario, it can be define that plan, do, checkand act is a model which is the most suitable for Rose and Crown. This model is implementedin order to resolve the upcoming problems and offer high quality hospitality services. Further,it can be stated that inspection is the most effective and important process which helps indefining appropriate planning as well as reporting in order to identify loopholes. With thehelp of going through appropriate quality assurance company can easily determine thatquality standard. In addition to this, there are so many factors by which customers getattracted towards the products as well as services of company. Moreover, quality assurance isa concept that is highly focused with the planning and documentation so that quality can bemaintained. Both quality control and assurance plays a significant role in the qualitymanagement and it ensures that goods and services possess high quality (Berezina and et.al,2012). It is the best way through which Rose and Crown can increase their sales revenue andfulfills the ultimate needs of customers. 2 | Page
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