Quality Management in Rose and Crown hotel

Added on - 06 Jan 2020

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QUALITYMANAGEMENT1
TABLE OF CONTENTSINTRODUCTION..........................................................................................................................4TASK 1............................................................................................................................................41.1 Definition of quality in terms of business and service provision..........................................41.2 Role of quality control and assurance in inspection and assurance processes in hotel'squality management.....................................................................................................................51.3 Various approaches of quality management and applying them to find appropriate solution.....................................................................................................................................................51.4 Similarities and difference in Feigenbaum, Juran and Deming approach............................6Feigenbaum,.................................................................................................................................6Juran............................................................................................................................................6Deming......................................................................................................................................6TASK 2............................................................................................................................................72.1 Discussing the meaning of customer satisfaction.................................................................72.2 Meaning of continuous improvement....................................................................................72.3 Type of added value to be gained through continuous improvement process.......................82.4 Types of information available to customers and importance given to effective marketing8TASK 3............................................................................................................................................93.1 Explaining how quality management can be measured.........................................................93.2 Benefits of user and non user survey in fulfilling customers needs...................................103.3 Different methods of consultation involved in one quality scheme to encourageparticipation of under-represented groups................................................................................103.4 Identifying the value of complaint procedures....................................................................11TASK 4..........................................................................................................................................114.1 Role of self assessment to determine organization current state of health.........................114.2 An evaluation of the importance of communication and record keeping............................124.3 Showing how guidelines should be followed on the stages of staff consultation necessaryfor effective implementation of quality scheme........................................................................124.4 New systems or modification to existing system to improve the service quality................12CONCLUSION.............................................................................................................................13REFERENCES.............................................................................................................................142
INTRODUCTIONQuality management is a process that assures that a products and services offered bycompany are consistent. It further involve various step that facilitate in checking all functions andtask required to keep up with required level of expertise and excellence. Quality managementdeals with four key components, quality planning, controlling, assurance and improvement(Harris, 2013).. It further takes into account the concept of total quality management which helpin assuring pro longed success through meeting customer expectations. In this report variousaspects of quality management will be studied. The report is focused on implication of qualitymanagement in Rose and Crown hotel. It is self-reliant, 3 star hotel having around 100 roomssituated on the outer areas of city in Midland. In this report various approaches used to improvequality management will be explained. Further, the value of complaint procedures will beidentified. Also, discussion will be provided on continuous improvement and customersatisfaction.TASK 11.1 Definition of quality in terms of business and service provisionQuality is nothing but customer satisfaction. The quality refers to those attributes ofproducts and services that are important for customers and valued by them. The quality of anoffering is evaluated by customers(Kientz, Arriaga and Abowd, 2009). As per the businessprovision, quality is determined on the basis of how fit is product for performing its supposedpurpose. In addition to this, it must provide value to customer for the price paid. The quality ofproduct or service should conform with the specification provided by manufacturer. The majorproducts offered by Rose and Crown are, accommodation, food and beverage etc. Therefore,quality of these products depends upon the satisfaction level of customers after using them.Thereafter, quality as per service provision depends upon the skills of service provider (Higman,2013). It refers to efficiency of employees, processes and work environment of hotel that furtherhelp in meeting the needs of customers in best manner. In order to ensure consistency in itsservice quality, company should check it must have courageous and prompt staff. They furtherhelp hotel in responding to the customers need and meeting the provided specifications.3
1.2 Role of quality control and assurance in inspection and assurance processes in hotel's qualitymanagementQuality control is systematic process that involves over checking all the activities andprocesses so as to ensure that product and service meet the industry quality benchmarks. Qualitycontrol help in ensuring the consistency in products and services. According to ISO 9000, qualitycontrol is a viable component of quality management that is centered on attaining the qualityneeds of company(Zeithaml, 2010). Further quality assurance means taking preventive steps toavoid mistakes while offering services to consumers. Therefore, quality control help Rose andCrown in conforming with the quality of services while quality assurance is procedure ofadministrating for quality. With the help of quality control and assurance system, hotel canidentify the loopholes in its services that can impact its brand image(Laframboise, 2009)..Therefore, corrective measures can be taken on time. The quality control will assist managementin focusing on operational areas, atmosphere in hotel, quality of food and accommodationsoffered to guest etc. Likewise, with the aid of quality assurance, management can check theefficiency, interpersonal skills and capabilities of its staff members. Therefore, management canset quality benchmark and perform various task accordingly.1.3 Various approaches of quality management and applying them to find appropriate solutionThe different approaches that can be applied by Rose and Crown hotel to ensure qualitymanagement in order to sustain its brand image are explained as follows:Deming's Philosophical approach:According to this approach, quality is sustained andreinforced when managers, executives and all the human resources of organizationdedicate themselves to serve in best interest of customers and ensuring consistentconsumer satisfaction by upgrading the quality on a constant basis (Go and Govers, 2000).. As per this approach, superior quality results into maximum productivity andprofitability. The approach focus on key principle of ensuring joy and pride at workplace.Deming further provided 14 principles that must be considered by top management inorder to meet the quality standards. They are illustrated below:4
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