Quality Management Techniques in Marriott Hotel

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Quality Management

Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
1.1 Definitions of quality.............................................................................................................3
1.2 Processes of inspection and assurance in quality management.............................................3
1.3 A range of approaches to quality management......................................................................4
1.4 Similarities and differences between methods......................................................................4
TASK 2............................................................................................................................................5
2.1 Customer satisfaction.............................................................................................................5
2.2 Continuous improvement in quality management.................................................................5
2.3 Type of added values gained.................................................................................................6
2.4 Types of information made available to customers and its significance to effective
marketing.....................................................................................................................................6
TASK 3............................................................................................................................................7
3.1 Measuring quality management in business..........................................................................7
3.2 Benefits of users and non-users surveys................................................................................7
3.3 Methods of consultation employed in one quality scheme....................................................8
3.4 Value of complaints procedure..............................................................................................8
TASK 4............................................................................................................................................9
Enclosed in PPT...........................................................................................................................9
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10

INTRODUCTION
Quality is considered as an essential attribute of any business. Therefore, management of
business aims to maintain its quality of products or services so that customers could be attracted
towards firm. It involves different essential tools such as assurance and inspection of quality that
helps organization to measure and control its quality and retain loyal customers within firm
(Aquilani and et. al., 2017). Business aims to obtain different quality standards and certifications
such as ISO 9000 and 14000 that helps in obtaining confidence among stakeholders as well as
they become assured regarding the product quality. Present report discusses about Marriott hotel
and thus its quality management techniques in order to improve its products or services and thus
retain loyal customers within firm.
TASK 1
1.1 Definitions of quality
Quality can be defined upon different attributes such as perfection in service delivery
process, fast delivery, pleasing guests and ultimate satisfaction perceived by individuals. Thus, at
the time when all such parameters are met by any organization than it is stated as attaining
desired quality standards. Further, quality as per service provision is considered as delivering
right quality products or services to guests and thus attaining desired results (Griffin, 2016). For
instance, it is essential for Marriott hotel to undertake different parameters and thus provide
appropriate quality services to its guests so that satisfaction among clients could be attained,
therefore, it is essential for hospitality firm to identify the quality aspects and then fulfill the
needs of guests in terms of achieving success. However, every industry aims to maintain service
quality and thus obtain excellence in their delivery process so that end results could be obtained
effectively ad efficiently. Through effective quality services it helps in retaining loyal customers
within firm and thus improves business performance in market (O’Neill, Sohal and Teng, 2016).
Within service provision, quality is considered as best aspect and thus improves sales and
profitability in market. Here, Marriott needs to maintain service quality so that customer
satisfaction could be attained.
1.2 Processes of inspection and assurance in quality management
Inspection and assurance are considered as two major tools that help in monitoring the
quality aspects of business. Assurance in terms of quality is considered as the process that aids in
maintaining appropriate level of quality within products or services so that best results can be