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Report on Quality Management System

   

Added on  2020-06-04

22 Pages6817 Words39 Views
Quality Management System

TABLE OF CONTENTSINTRODUCTION...........................................................................................................................1TASK 1............................................................................................................................................11.1 Stating quality policy that Windsor must have in accordance with ISO 9001 .....................11.2 Identifying 7 stakeholdersof the company along with their needs ......................................21.3 Process requires fulfilling stake holder's needs.....................................................................41.4 Inputs and Outputs of Seeking the requirements for Windsor..............................................51.5 Performance parameters and methods for process................................................................51.6 key elements of consistent improvements in company.........................................................6TASK 2............................................................................................................................................72.1 EMS policy for ADCO construction company in accordance with ISO 14001...................72.2 Identifying 7 stake holders of ADCO construction company...............................................92.3 Identifying 12 process of organisational operations...........................................................112.4 Explaining process and their environmental aspects..........................................................122.5 Environmental impacts by process of organisational operations........................................122.6 Environmental objective for the aspects.............................................................................132.7 Realistic and relevant target for environmental objective...................................................132.8 Actions for the realistic and relevant target. ......................................................................142.9 Methods to monitor the progress if implementation of environmental actions..................15TASK 3..........................................................................................................................................163.1 OHS policy in accordance with AS 4801 requirements......................................................163.2 Risks associated with the AS/NZS 4801.............................................................................163.3 Risk assessment chart..........................................................................................................163.4 Actions to reduce the risks..................................................................................................17CONCLUSION .............................................................................................................................17REFERENCES..............................................................................................................................19

INTRODUCTIONQuality management system may be served as a collection of processes that lay highlevel of emphasis on meeting the requirements of customers. Such system is highly effectualwhich in turn helps in raising the satisfaction level of customers and thereby aid in theorganizational success. Moreover, QMS is highly aligned with the organization purpose andstrategic direction to a great extent. QMS places high level of emphasis on considering or thedocumentation of specific process, responsibilities which in turn help in achieving quality goalsand objectives. In the present era, customers prefer to undertake the services of the firm whichlay more focus on the quality aspect. The present report is based on different case situations which will shed light on the differentaspects of quality management system. Report will provide deeper insight about the policies andprocesses which Windsor needs to consider for satisfying the need of stakeholders. Further, itwill describe environmental management system that construction company can undertake tofulfil the need of stakeholders. It also depicts the methods that can be used for measuring &monitoring the progress of implementation. Along with this, it also entails the manner in whichOHS policy AS 4801 contributes in the aspect of Occupational health and safety managementsystem.TASK 1On the basis of cited case situation for this section Windsor hotel has been selectedwhich is one of the luxurious hotel of Australia. It is known for the luxurious accommodationprovided by it to the customers. The main focus of the company is on to provide customers withhigh quality services that make their stay experience memorable. 1.1 Stating quality policy that Windsor must have in accordance with ISO 9001 ISO 9001 is one of the most effectual tools which in turn provide high level of assistanceto the business organization with the high quality services. In the recent times, customers givehigh priority to the quality while taking decision in relation to purchasing the products orservices. Hence, quality factor has high level of influence on the decision making aspect ofcustomers (Nanda, 2016). Further, in hospitality sector, customers consider quality of servicesand complementary aspects provided by the hotel unit. On the basis of all such aspects, it can besaid that quality aspect closely influences the level of customer satisfaction and therebyproductivity as well as profitability aspect of firm. In this regard, by applying or considering the1

aspects such as ISO 9001 Windsor can develop highly effectual quality policy. IS 900template1places greater emphasis on undertaking quality management system, resource management,product realization as well as measurement, analysis and improvement. In accordance with such aspect, Windsor hotel should develop specific process whichwill be followed while delivering services to the customers. This in turn facilitatesstandardization within the organization and helps in evolving high satisfaction among thecustomers (Putri, Retha and Yusof, 2016). Thus, firm should prepare quality manual, control ofdocuments as well as records and sending the same to the concerned authorities. Along withthis, Windsor should lay focus on outlining the requirements of customer’s requirements andfocus. Moreover, without having clear idea about the customer’s needs and requirements hotelunit would not become able to deliver services in the right direction. In addition to this, byassigning responsibilities to the manager of Windsor as per their level of expertise managementteam of Windsor can indulge high quality system. Further, for delivering effectual services to the customers business unit must have skilledand competent human resources. Thus, for the effectual management of human resourcesmanager of Winsor should conduct training session which in turn helps in developing awarenessamong the personnel regarding the latest technological aspects and helps in raising theirproficiency level. In addition to this, quality policy of Windsor must contain specific aspectsregarding the measurement, analysis and improvement. In accordance with such aspect, bymaking evaluation of sales as well as profit and taking feedback from customers manager ofhotel unit can assess the level of customer satisfaction (Migdal and et.al., 2016). Apart from this,company should include policy in relation to comparing actual performance with the standardaspects which in turn helps in finding deviations. Thus, by assessing variances and takingstrategic measure firm can streamline the operations and functions and thereby would becomeable to deliver quality services to the customers. 1.2 Identifying 7 stakeholdersof the company along with their needs Stakeholders imply for the one who have interest in the activities, functions andoperations of business organization (Fearis and Petrie, 2017). List of Windsor stakeholdersmainly includes 7 parties such as management, employees, shareholders, government, financialinstitution, customers and suppliers. All such stakeholders vary as per their needs which areenumerated below:2

Management: In the business unit, management team lays focus on getting qualityresearch report. This in turn helps management team in taking strategic move for furtherimprovements (John and Cianfrani, 2017). Along with this, management of Windsorrequires report regarding customer satisfaction with the motive to find out the area ofquality that requires improvement. Employees: In the service sector, personnel are the main assets who deal with thecustomers directly. Need of Windsor personnel includes quality working environmentthat is highly required carry out business activities in the best possible way (John andCianfrani, 2017). Along with this, personnel want from the hotel unit that it providesemployees with the quality as well as protective equipments and conduct training sessionfor them. Investors: One of the main objectives of shareholders behind investing money in thefirm is to earn higher return (Chiarini and Chiarini, 2017). Thus, they are interested ingetting information about the financial health and performance of the firm at the end ofaccounting year. Further, they want from the company that it takes strategic action whichin turn enhances both its brand image and profitability. Financial institutions In against to offering financial assistance Windsor expects fromthe company that it fulfils its obligations on time in relation to the payment of loanamount and interest (Chiarini and Chiarini, 2017). Along with this, financial institutionswhich provide business unit with financial support also needed information about thecompany’s performance. Suppliers: In the business unit, suppliers need quick payment or on the due date for thequality material provided by them to customers. In addition to this, suppliers also requireinformation about the ability of the company in relation to making payment on theconcerned date. Government: Now, government focuses on raising the living standard of customers.Thus, government authority wants from the company that it comes up with theinnovative ideas and services that offers amazing experience to the customers andthereby contributes in the national income (Chen, Anchecta, Lee and Dahlgaard, 2016).In addition to this, in terms of quality, government want that Windsor fulfills the needsand expectation of both inbound as well as outbound customers to a great extent. 3

Customers: In the recent times, customers lay high level of emphasis on the aspect ofenvironment sustainability. Thus, they need report which contains information about theinitiatives undertaken by the firm for the well-being of society. Along with this,stakeholders such as customers expect from the company that it provides them with theinnovative services at suitable prices. 1.3 Process requires fulfilling stake holder's needsThere will be requirements of various techniques that will be beneficial in satisfying theneeds of stakeholders. Windsor will be beneficial if they follow such process that will improvethe work potential of hotel as well as over comes the needs of stakeholders.Seeking requirements: For delivering the best quality services to consumers as well asmaintain workforce needs managers of Windsor must seek the requirements. They mustgenerate information through various sources like interacting with them as well as askingfeedback from the consumers (Chen, Anchecta, Lee and Dahlgaard, 2016). For the smoothrunning of hotel there is need of funds so they must satisfy maximum numbers of consumersthat will be fruitful in generating the funds. The positive balance at financial statement ofindustry will attract large numbers of shareholders and investor as they will find hotel isbeneficial as well as fruitful for them.Decision making: After seeking or generating information through various sources thisis necessary for the managers to make fruitful plans to execute them (Manders, de Vries andBlind, 2016). The team of professionals must be appointed and they must be talented andexperienced in making fruitful decisions about providing better quality services to consumers.Budget for the operation: For the improvements of quality at Windsor hotel, managersmust set the adequate budgets for the success of such decisions. They should consider the cost ofimplementing tasks such as developing the infrastructure facilities, improvements in servicesetc. need to be improved by the organisational heads.Execution of plan: The plans must be monitored by the managers and they must checkwhether its is effective of not the effective results are the prime requirements of the company.There must be appointment of talented or qualified staff so they will help in proper execution ofthe plans.Improvements: If there is any loophole in plans or process, then it must be renewed andchanged (Manders, de Vries and Blind, 2016). For the improvement in the quality ate the work4

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