Quality Services and Quality Management

Quality Services

Table of Contents
CHAPTER 1: INTRODUCTION....................................................................................................3
1.0 INTRODUCTION............................................................................................................3
1.1 Objectives of the assignment............................................................................................3
Chapter 2 Quality Management.......................................................................................................4
2.0 What is the purpose of Quality management...................................................................4
2.1 Dimensions of services quality.........................................................................................4
Chapter 3: Case study .....................................................................................................................8
3.1 Effect of the refurbishment on CW hotel.........................................................................9
Chapter:4........................................................................................................................................10
Produce a Customer Feedback System framework that, organisation can utilise to monitor and
continually improve service quality.....................................................................................10
CONCLUSION..............................................................................................................................15
REFERENCES..............................................................................................................................16
Appendix: ......................................................................................................................................18

CHAPTER 1: INTRODUCTION
1.0 INTRODUCTION
The purpose of this assessment is to assist support to the concept of service quality and
gather the importance of to quality management in organisation. Service industry has been
recognised as one major industry which plays necessary role in development of higher profit and
development of the industry. This industry considers wide level of business operation which
highly comprises of fulfilling customer wants or satisfaction at an optimised stage of working. In
addition to this, quality is very necessary in service sector to raise suitable results along with
increased profitability or level of operation in given period of time. As sustaining quality in
service is very necessary to establishes service composition of the hotel sector at a higher and
optimised level (Liat and et. al., 2014).
In the current era, service industry is attracting customer's at a higher zone to built
product suitability or service level at a greater period of time. This report will be carry on CW
hotel, which is a 3 star hotel, deals in hotel service or its higher distribution to the customer's. In
their premises, they are highly aimed for providing service related to customer such as room
service, food & breakfast and other entertainment facilities.
Apart from this, report will be carried on importance of managing and also measuring
level of service quality using service quality management methods at a higher peak point. Lastly,
report will also cover establishment of current service/delivery practices along with customer
feedback system framework, so as to improve service quality.
1.1 Objectives of the assignment
The purpose of this study is put focus on several major objectives of service quality at the
larger context of the business are as follows:
 Justification of an importance of managing and measuring service quality and also do
recommendation of an appropriate services quality management method,
 Reading the case study, you can establishes their current service delivery practices. Also,
this report will also assess the impact this will have to be focused front line employee's,
their engagement and also the discussion on managerial implication,
 Also, the major objectives is to customer feedback system framework that organisation
can be utilises to monitor and also continuous improve the services at the potential level.

History of Service and Quality Management
1920’s
Quality Management concept has been developed from last century from the first steps
towards the approach which was starting in the 1920 and this was said by many authors that
quality management deals with increasing business productivity and establishing the scope
which would helps the business entity to accomplishes desired goals or target into the time
period.
Elton Mayo, a well known management guru was develops Hawthorne experiment which
has been observed from 1927 to 1932 at to the location of the Western Electric Hawthorne
Works in Cicero, Illinois (a suburb of Chicago). The experiment has become part of the history
and also this has been resulted into an effective regulation of the industrial and also focus on
quality kind of the management into the industry.
1965
Will Stewart is currently well known author and entrepreneur whose from starting of an
industry such as auto-mobile industry has tried to focus on quality establishments and
maintenance for a longer time. During that time, quality was not evolved into industry, but still
this have scope to grow at the length.
Chapter 2 Quality Management
2.0 What is the purpose of Quality management
Quality management is defined as managing the quality of the defined services or product
that will be provided to the customer in context of the hospitality business such as CW hotel.
The purpose of the quality management is to make ensures that service output, benefits & also
processes be delivered to the customer in an effective manner. Quality management is most
necessary tool which is used to enhances productivity as well as goal orientation of the business.
2.1 Dimensions of services quality
Tangibles: Appearance of physical facilities, equipment, personnel, and communication
material
Reliability: Ability to perform the promised service dependably and accurately.