Quality and Operation Management System

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Quality and Operation Management System
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Quality and Operation Management System
Contents
Task: 1 Quality management system..................................................................................... 3
1.1 Quality policy of Melbourne Marriot........................................................................3
1.2 Stakeholders and their needs....................................................................................... 3
1.3 Process for satisfying stakeholders needs...................................................................4
1.4 Inputs and outputs for the process................................................................................. 4
1.5 Performance parameters............................................................................................. 5
1.6 Continuous improvement program................................................................................ 6
Task 2 Environmental system.............................................................................................. 6
2.1 EMS policy............................................................................................................ 6
2.2 Stakeholders and their requirements.............................................................................. 7
2.3 Organization process................................................................................................. 8
2.4 Environmental Aspects.............................................................................................. 9
2.5 Environmental Impacts............................................................................................ 10
2.6 Environmental Objectives........................................................................................ 10
2.7 Environmental targets............................................................................................. 10
2.8 Environmental actions............................................................................................. 11
2.9 Monitoring and measuring methods............................................................................ 12
Task 3 Occupational health & safety management system (OHSMS): UTS...................................12
3.1 Legislative requirements.......................................................................................... 12
3.2 Risks identification................................................................................................. 13
3.3 Risk assessment chart.............................................................................................. 14
3.4 Risk mitigation...................................................................................................... 14
References................................................................................................................... 16

Quality and Operation Management System
Task: 1 Quality management system
1.1 Quality policy of Melbourne Marriot
Melbourne Marriott Hotel is a multinational corporation and is a luxury hotel which is into
offering high standard services to the tourists in Australia and all over the globe. The business
organization is a five star hotel that serves the service users with modern accommodation in the
shopping location of Melbourne. The hotel was founded in the year 1982. Best quality services
are the medium through which the business entity is redefining its services. The hotel is located
in the heart of Melbourne CBD, Australia. Provision of elegant prearranged suites and rooms for
the tourists and travellers is done (AS/NZS ISO 14001, 2004). The services includes showcase
pillow-top bedding, marble bathrooms etc. Moreover, the additional facilities comprise of the
rooms and suites which are non-smoking and spacious and also serve with the basic amenities
such as TV, minibar and high speed internet connection for the guests. Further, a fitness,
swimming pool, and sauna is also made available for relaxation of the guests. The guests can
enjoy and have fun as café, restaurant or bar. The below mentioned are some of the components
which can be considered in the quality policy of Melbourne Marriott Hotel:
 The business corporation has been offering the rooms and suites with different styles and
interiors, such as; Greek style, Chinese style etc. Keeping the rooms clean and tidy is one
of the components of the quality policy for the hotel (Goetsch and Davis, 2014). In
addition, maintaining the hygiene factor in terms of the kitchen area and also in cooking
the food can also be considered in the quality policy of the business corporation. The
machines and the equipment’s used should also be of good quality which will define an
integral component of the quality policy of the hotel.
 Moreover, the core products and services of the business organization offer and aid in
attainment of several benefits to the business entity and adoption of the quality policy
will enhance the services to a greater level (Mok, Sparks and Kadampully, 2013).
Implementation of some contemporary strategies and mechanisms should be done in
order to offer support to the quality policy within the business corporation. This will
ensure greater satisfaction level of consumers and the tourists and also the attainment of
the objectives will be done. An adoption of quality policy will enhance the brand equity
and goodwill of the entity.
 Human resource has been considered as an integral part of the business organization and
consideration of their needs and requirements is essential and fulfillment of the same
should be done. This will develop a sense of motivation and dedication towards which
will in-turn lead to develop their performance level (Oakland, 2014). A combination of
enhanced efforts of the workforce will aid the entity in attaining the desired targets.
1.2 Stakeholders and their needs
Stakeholders are being considered as the most integral apart of the organization.
Melbourne Marriott Hotel is a luxurious hotel chain and has a high goodwill in the competitive
business environment (Papp, 2014). Shareholders who have made investments in the hotel and
the workforce who enhances the productivity and the performance level ate the stakeholders of

Quality and Operation Management System
the organization. An expectation of good returns on their investment is the requirement of the
investors whereas; appraisals are expected by the employees (Pegasus Print Group 2014).
Stakeholders Needs
 Workers Job satisfaction and Security
 Society Friendly working environment
 Stockholders Appropriate rate of investments and returns
 Consumers High level of satisfactory services
 Political parties Ethical operations without impacting the
environment, society
1.3 Process for satisfying stakeholders needs
The below mentioned are the processes which are to be executed for satisfying the needs and
wants of the stakeholders:
 Workforce/Employees: Job security and safety, job satisfaction, adequate benefits, etc.
are the factors which are considered as relevant and liable in fulfillment or satisfying the
workforce (Westpac Group 2014). The execution of satisfaction surveys of the
workforce, training and counseling sessions can be considered as the liable tools in
offering satisfaction workers.
 Society: Ethical operations and execution of the business within the expectation of the
society can be one of the biggest factors which will serve a level of satisfaction to these
stakeholders.
 Stockholders: These stakeholders and offering them with a level of satisfaction is a
tough and crucial task their investment is based on the prior organizational performance.
Sharing a clear transparency with the operations can be considered as one of the factor
which can aid in satisfying the stockholders (New South Wales Government 2014).
 Consumers: The consumers have an expectation of a high quality of the products and
this is required to be according to their expectations (Mok, Sparks and Kadampully,
2013). This will provide them with the satisfaction if the products are as per the value
paid for the product. Moreover, providing after sales services will also have positive
impact on the satisfaction level of the consumers.
 Political and governing authorities: Following and complying with the norms and the
regulations is the basic criteria for fulfilling the needs and requirements of the
government (Nickson, 2013). And this can be considered as one of the relevant factor
which will be proven beneficial for satisfying the governing authorities.
1.4 Inputs and outputs for the process
Sustainable Environment program for resolving environmental challenges
Inputs Outputs
 Policy of Melbourne Marriott Hotel in
terms of sustainable environmental
 A proper management of the available
resources with the organization so as to