Assignment on Quality Management Report
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Added on 2020-06-03
Assignment on Quality Management Report
Added on 2020-06-03
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QUALITY MANAGEMENT
Table of ContentsINTRODUCTION...........................................................................................................................3MAIN BODY...................................................................................................................................3TASK 3............................................................................................................................................33.1 Explanation about the measurement of quality management...............................................33.2 Evaluation of the benefits of users and non users surveys in determining customersrequirements................................................................................................................................43.3 List about the methods of consultation employed in one quality schemes to encourageparticipation by under represented groups..................................................................................53.4 Identification of the value of complaints procedure and analysis about how they may beused to improve quality...............................................................................................................6TASK 4............................................................................................................................................7P 4.1 Assessment to determine an organisation's current 'state of health'...................................74.2 Evaluation about the important of communication and record keeping...............................8P 4.3 Guidelines must be followed in order to effective implementation of a quality scheme...9P 4.4 Propose new systems or modifications to existing that could improve service quality...10CONCLUSION..............................................................................................................................11REFERENCES..............................................................................................................................12
INTRODUCTIONIn the context of business, quality management is a significant aspect that is followed byorganisation in order to enhance the productivity of business and quality of product and services.It is a continuous procedure used by the human resource and management for enhancing qualityof product and services (Assarlind and Gremyr, 2016). With assistance of impressive qualitymanagement system and approaches, corporation can improve the customer satisfaction andloyalty for long term. The term of quality refers to the value of business and effectiveness of theservices within organisation. The present report have major objective is to provide effectiveknowledge and understanding about the range of approaches to improve quality of product andservices. The discussion about the customer satisfaction and continuous improvement along withservices with respect of hospitality sector has been done in this report.MAIN BODYTASK 33.1 Explanation about the measurement of quality managementIn the organisation, quality management system plays a very crucial role by whichcorporation can deliver high quality of product and services to its customers. The rose and crownis currently facing issue regarding customer complaints and high staff turnover. It is greatresponsibility of management and employees to focus on the quality measures and techniquesthat assists to business enterprise in improving the quality of services and product so asperformance of business can effectively improve (Bo and et.al., 2015). Following are sometechniques that can be used by the hotel in measuring quality of product and services-Servaqual- This is most common technique and method for measuring the servicesquality within the organisation. In this aspect, management can use five elements ofservices quality that is reliability, assurance, tangibles, empathy, responsiveness(Chaudary, Zafar and Salman, 2015). With help of these elements service quality canmeasured and monitored within the organisation. Reliability can measure to performservice accurately and empathy can be used to focus on the needs and requirement ofcustomer regarding product and services. In this technique, assurance can be used forpersonnels skill, ability and knowledge regarding their work. In addition to this,responsiveness can be used to provide high quality of commodity and services tocustomers. With help of this method, Rose and crown hotel can easily analyse the
effectiveness and uniqueness of product and services and deliver high level ofsatisfaction to its customers.Social media monitoring- Social media is a platform that connects the people so as theycan share their information, images, pictures, video etc in fast and frequent manner. Ionthe context of business organisation, social media monitoring technique helps to businessin identifying customer review, feedbacks and recommendation regarding existingservices and products (Haider and et.al., 2015). Furthermore, hotel can easily advertiseand promote its services and product on the various channels of social media like YouTube, Facebook, Instagram etc. On the basis of the customer views, feedback andresponds company can easily analyse and measure the performance of business andquality of product and services.3.2 Evaluation of the benefits of users and non users surveys in determining customersrequirementsSurvey is one of the best method to identify and determine the customer requirement andperception regarding product and services. With help of survey method, organisation can easilyacknowledge the perception, thoughts, views and feedback of customer related to the businessperformance as well as quality of product and services. There are major two kinds of survey thatis user surveys and non user survey. User survey is that investigation under which respondentsare existing customer of organisation. On the other hand non user survey is that survey underwhich respondents are non users. Following are benefits of user survey and non user survey-User survey- The major advantage of the user survey for organisation is that firm can easilydetermine customer needs, wants, expectations, satisfaction level, perception, feedback regardingexisting product and services. It also assists in identify current trends of market and forecastpotential market (Jacobs, Swink and Linderman, 2015). User survey assists to the organisation inidentify and capture customer's expectations, characteristics, patterns sop as company canacknowledge about the exact needs and wants of them in effective and efficient manner. Whilecompany effectively acknowledge about the customer requirement and feedback about theproduct and services then firm can easily make necessary improvement and changes within it. Inaddition to this, user survey helps to the company in overcome the mistakes and ineffectivenessalong with product and services. By acknowledged about the negative feedback of customerregarding product and services, company can easily make improvement within it.
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