Quality Management Systems : Assignment

Quality Management

Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY..................................................................................................................................1
1. Importance of managing and measuring service quality with proper recommendations........1
Importance of managing service quality......................................................................................1
Importance of measuring service quality.....................................................................................4
Recommendations for adopting applicable service quality management methods.....................5
2 Establish the current service delivery/practices followed by the firm. Also assess the impact
this will have on the front-line employees, their engagement and also managerial implications.
.....................................................................................................................................................7
3 Produce a Customer Feedback System (CFS) framework that Canary Wharf Hotel can utilise
to monitor and continually improve service quality..................................................................10
CONCLUSION..............................................................................................................................14
REFERENCES..............................................................................................................................15

INTRODUCTION
Service Quality has become the benchmark and a widespread feature for the genuine
evaluation of services provided by various enterprises from different sectors in this competitive
global market. In recent times, the hospitality sector is facing an increasing judicious and
perceptive public, who can tarnish their reputation through mediums like putting reviews on
internet, company’s website, articles through newspapers and many more. This concept has a
transitory and intangible nature for most of the services to satisfy the customers’ expectations,
demands and requirements.
The purpose of writing this report is to enlighten the significance of service quality as
well as their ramifications on how to implement tools and recommendations for service quality in
appropriate manner It will also define the current service practices of the Canary Wharf Hotel. It
will emphasis on their overall assessment with respect to front-line employees along with their
engagement and managerial implications. Additionally, Customer Feedback System Framework
will be produced to give insights on the continual monitoring to improve the service quality. In
light of the findings, this report will be going to discuss the recommendations for adopting the
suitable service quality management methods in order to reduce the problems related to poor
services or quality.
MAIN BODY
1. Importance of managing and measuring service quality with proper recommendations
Importance of managing service quality
Quality can be defined as the parameter which describes the commodity on its value or
worth. It can be mainly linked with both production and consumption aspects which laid the
foundation of strict standards and regulations with design specifications (Sultan and Yin Wong,
2014). There is a novel classification of this qualitative aspects, that is, technical and functional
terms. Hospitality sector must emphasis on these to understand the underlying dimensions that
led to exponential fall in a nonlinear mode of quality.
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Figure 1. Dimensions of Quality
One of the benefits while managing the quality of services assigned to employees is
smooth running of all the activities internally and externally as well. This enables the managers
to quantify the integrative and condensed framework of distribution and segregation of work,
roles and responsibilities that allows the organization with more profits and revenue (Mok,
Sparks and Kadampully, 2013). This mainly comprises of service process (dependability with
reliability), service potential (individual’s qualifications to conduct the specified service
effectively) and service outcome (fulfilling expectations and demands of customers).
In regard to the above, the supervision for controlling the services on the basis of quality
has led to a war in the labor market for both getting and keeping customers at their end by
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