Quality Management in Travelodge: Challenges and Impact

This report discusses the concept of quality management, the problems currently faced by Travelodge in the UK, and the impact of quality management techniques. It also provides recommendations for improvement.

Report for the quality
managers of Traveldoge,
UK

Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
Examine the concept of quality management.............................................................................1
Discus the problems being currently faced by Travelodge in UK..............................................2
Assess the impact of quality management technique..................................................................4
Recommendation.........................................................................................................................6
CONCLUSION ...............................................................................................................................6
REFERENCES................................................................................................................................8

INTRODUCTION
Quality management refers to the process of supervising all activities and task which
have to accomplished in order to maintain the excellence within the organisation. This is an act
which ensures that an organisation, product or services are consistence. It includes determining
policies of standard quality, creating and execution of quality planning along with quality control
and improvements. It is also defined as total quality management(TQM) of an organisation
which concentrate on long-term goals through executing short term incentives (Abbas, 2020). It
is an business philosophy which promotes the idea that company's long term sustainability and
success derived from loyalty and satisfaction of customers. This report is based on the
Traveldoge Hotels Limited which UK based private company that operates in hotels and
hospitality industry across United kingdom, Ireland and Spain. it is the largest independent hotel
brand in UK which is working with a 570 hotels across United Kingdom. This report includes
concept of quality management, problems that are currently faced by Traveldoge and impact of
quality management techniques.
MAIN BODY
Examine the concept of quality management.
Quality management is refers to a act of superintend of the several activities and task in
the organisation. This ensures the level of excellence in term of providing products and services
to customers and their consistency. This has been essential that all stakeholder in a business work
so that improvement can be done in processes, product, services and culture of the company. The
process of quality management includes the collection of guidelines that a team develop to
ensure that product and service produces are according to the right standards or fit for a specified
reason (Anil, and Satish, 2019). The primary focus of any organisation to meet and exceed the
customer expectation while improving performance and quality within the organisation. In
addition to this, for maintaining and improving quality company engages it staff for developing
and delivering value to the customers and to organisation it self. Quality management is done by
developing an integrated system which is an process centred, consist of total employee
involvement and its is completely customer (basedvan Iwaarden, Dale and van der Wiele, 2013).
It is an mutually dependent system as all the departments are connected and support the
successful delivery of the product. Business that operates while using total quality management
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model are use strategies for help in to achieve mission and vision. There are several quality gurus
that has been emphasizes the importance of quality and has a significant impact on world by
contributing in improving the organisations.
Dr. W. Edwards Deming is one of the best known guru that problems are systematic and
management need to improve that system so that workers could perform better. Deming has
assert that higher quality drives better productivity which reflects long term competitive strength.
The theory of Dr. Edwards. Deming stated that improvement in quality leads to higher
productivity and lower cost (Chen, Lee, and Wang, 2020). As because this result in less
mistakes, less rework, fewer delays along with adequate use of time. With the support of greater
quality and lower cost, a entity will achieve higher market share, longer sustainability and
contributes while providing more jobs.
Dr. Joseph Juran, he is a quality professional since the starting of his career. Joseph concepts is
being used for established traditional quality system and to support strategic quality
management. There are philosophies which is given by Juran is quality trilogy and quality
planning roadmap. The quality trilogy is consist of three aspects which are quality planning,
control and its improvement through this firm is able prevent things from getting worse. Along
with this, includes inspection in order to determine area which are defective and deviation from
quality standards so that overall productivity could be enhanced (Farrington, Antony, and
O’Gorman, 2018). Quality planning roadmap is utilised by the individuals and teams within the
organisation as arecord that can be used to understanding customer requirements and
establishment of measurements that are based on customer needs.
Discus the problems being currently faced by Travelodge in UK.
Excess documentation: In Travelodge, total management quality has been elaborate the
lot of documentation for its adequate functionality. But due to too much of documentation,
functionality becomes threaten and affected (Peters, Kallmuenzer, and Buhalis, 2019). It is
discovered that employees and including all level of management get saturated with the excess
documentation which discouraged all process within the organisation. The result of this problem
is that quality management is not able to serve its contribution in accomplishing organisational
goals and objectives.
Non-compatibility with company policies: Compatibility creates peak performance and
collective organisational efforts that results in optimum level of effectiveness of the functions. In
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Travelodge hotel, objective of quality management process are not aligned with the company's
policies (Sanchez-Franco, Cepeda-Carrion, and Roldán, 2019) . This is the basic problem faced
by the Travelodge in effective execution and maintaining the overall quality. For this company
need to improve its policies in order to increase quality of the processes, product and services.
lack of employee engagement and communication: Keeping all employees together is
important for the productivity, quality and morals of the organisation that drives a positive
environment (Filimonau, and Delysia, 2019). This has been includes communication with the
workers as well as getting effective outputs from them. Travelodge has failed in this, which leads
a gap between the information which shared between departments. This cause a decline in
quality, productivity and willingness of employees to contribute.
Insufficient motivation: This is refer to the lack of desire, interest and driving forces.
Because of this Traveldoge hotel face problem in executing quality management within the
organisation. All the policies and practices taken are should be aligned with the employees as
they are the chief executor of plan (Ford, and Sturman, 2018). For this management have to keep
them motivated so that interest could be develop and they are tend produce effective outcomes.
High motivation in employees helps in enhancing productivity and quality of the outcomes.
Lack of training and development: this is defined as educational activities in the
company that has been executed to improve the knowledge and skills of the employees. Along
with this, also provide relevant information about job role and how to perform a specific task in a
better way (Kandampully, Zhang, and Jaakkola, 2018). In Travelodge hotel, employees feel
that they are inadequately trained for their position due to which company is facing a problem in
implementing quality management process. Training and development programme helps in
getting the future opportunity for improving quality and productivity of the company.
There are some dimensions of quality service which are discussed below in context to
Travelodge hotel:
Tangibles: This dimension of service quality refers to the physical appearance of
surrounding or atmosphere in which service is being providing by Travelodge. This includes
facilities and equipments provided by hotel to it customers. In which hotel is keep trying to give
such facilities and environment which provides unforgettable experience to gain customers
loyalty.
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Reliability: This is defined as how timely and again Travelodge is performing and
completing its promises in terms of quality standards with accuracy. This also a important aspect
which is associated with customer's consciousness about the hotel, whether they are fulfilling
their quality promises or not (King, J.H. and Cichy, R.F., 2006). For this Travelodge is focusing
on improving its services quality with the help of various strategies such as better customers
relationship and complimentary services etc.
Responsiveness: This aspect reflects the hotel's awareness related quality and rapid
services as per customer's need and requirements. In this Travelodge hotel, their first priority is
to provide superior feeling by its best and guarantee services with quality.
Assurance: This aspect of quality dimension is reflects the attitude, personality and way
of talking of the person which interact with customers directly or indirectly (Naumov, 2019). In
this Travelodge hotel should ensure that its representative have to comply with customer
expectations and services quality so that effective experience can be provided to them.
Empathy: It shows that how an organisation minds its clients and gives individual
consideration (Johnston, R. and Clark, G., 2008). In this dimension, hotel aim is that its
individual customers feel additional esteemed and extraordinary.
Assess the impact of quality management technique.
Quality management techniques are described as the supervision of activities and
planning to ensures that products and services are having a adequate quality that fit into the
quality standards of the company. The quality of the product and services helps in encouraging
the brand value along with market share (Kaur, Singh, and Singh, 2019). This is refers to the
essential aspect for both company and customers, as company look towards maintain a good
reputation and strong customer base and customers want a good product which is having equal
value to money. There are some technique for the enhancing quality of services and processes
are explained below in context to Travelodge hotel:
Balanced scorecard
A balance scorecard is described as management performance metric that has been
utilised to identify and enhance several internal functions so that they produced better external
outcomes. This strategy is used to evaluate and gives feedback to organisation so that affected
area could be improved. In this data collection id crucial to providing quantitative results as
executives and mangers gather ans interpret valuable information so that it can be use for
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effective decision making (Lai, and. et. al., 2018). Balance scorecard model help in strength good
behaviour in organisation by separating four areas that need to be analysed which involves
learning and growth, business processes, customers and finance. In which learning and growth is
being measure through investigation of available resources of training and knowledge. This
ensures that how good information is gained and how effectively employees using information to
convert it into competitive advantages. Business process is analysed that how operational
management of company has investigated to manage any gaps, delays, shortage and waste.
Customers perspectives are collected through measurement of customers satisfaction in terms of
quality , prices and availability of services within hotel(Manning, 2018). Moreover financial
data like sales, expenses, and income is being used by this model to understand financial
performance of the company. With the use of this technique, Travelodge hotel can get
information about the company as whole. along with this, it will help in designing performance
and dashboards in which it ensures management reporting has been concerns for the most
essential strategic issues (Kolar, and Čater, 2018). Moreover this will facilitates better process
alignment to Travelodge hotel along with improved performance reporting. In addition to this,
there are some negative impact as well such as it has no focus over the external factors and
competitors that has direct impact on performance of the company. There is a lack of risk
analysis which is important for shaping strategies for future sustainability of hotel.
Benchmarking
Benchmarking is refers to an popular method for developing requirements and setting
goals. This is defined as the process of measuring products, services and process against those
organisations which are performing well in the market place. This provides necessary insights to
the company which help in finding the areas that are need to be improved. The purpose of using
this technique is to implementing best practices at best cost and to learn how achieved
excellence. With this technique, Travelodge hotel is able continuously improve its quality of
services and processes. Along with this it help in to overcome complacency that strive for
improving performance standards (McAdam, Miller, and McSorley, 2019). This technique help
in gaining data about the last technology and processes which is being followed in business
environment which aimed at improving productivity and performance and reducing cost of the
hotel. It prioritize the areas that need to be improve and leverages strengthen area in Travelodge
hotel. Along with benefits, this technique also has negative impact over the hotel, with this hotel
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lack the customers satisfaction as it only focus over the area that need to be improved and this
results in decrease in sales. Sometimes there might be a lack of understanding of valuable
informations through which opportunity can be skipped. This has increased the dependency of
hotel on other competitors that restrict the rapid growth of Travelodge hotel.
Recommendation.
From the analysis of above information, it has been evaluated that Travelodge hotel
which is an UK's largest independent hotel. In which it is already proving a excellent services to
its customers while maintaining its quality. For this, hotel is using various methods and
techniques so that quality of services and processes can be enhanced. So that overall productivity
could be increased with maximizing the customer satisfaction. Moreover, there are some
recommendations which are address through which overall quality of hotel can be increased.
Traveldoge hotel should allow leaders to establish the performance targets for hotel quality
measures. Manager overs there, have to establish a automatic system through which excess
documentation could be decrease in order maintain higher quality of services. Along with this,
there should be align objectives of quality management with the companies policy for that
manager can conduct a proper research on a continuous basis and made effective strategies
through which great outcomes can be obtained. There are various techniques for motivation such
as rewards, recognition, additional incentives, health and safety benefits through which employee
are able to easily adopt changes and effectively manage quality. More there should be training
and development programme organised by manger for the effective quality management within
the organisation in order to add value for the customers as well as hotel. In addition to this there
are some techniques that can be used by Travelodge hotel for improving quality:
Six sigma: This is one of the old method of quality management but widely used in the
business. This is a techniques which has been focus on one quality of the product or services and
eliminated others that hurdle in quality. With the help of this hotel is able to eliminates variation
and waste through which cost also get reduced. This strives for the continuous improvement
within the operational department and services.
Statistical process control: This is refers to the method of quality control that make
utilization of statistical methods for controlling and monitoring the processes. Quality data is
refers to the form of product or process measurement that is being obtained in real time
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(Nordhorn, Scuttari, and Pechlaner, 2018). This will help in managing employees and their
performance in a better and effective way.
Just-In-Time: This is refers to an management strategy which is used to align raw
material orders directly with the production schedule. This can be used by the Travelodge hotel,
as this strategy increases the efficiency and decrease waste by receiving goods when they are
needed. With this hotel will increase quality of food and beverages production department and
reduce the cost through which efficiency get enhanced.
CONCLUSION
From the above analysis it has been concluded that quality management is defined as the
process of measurement of all the functions, activities and task in order to ensures the quality of
output. It is a essential aspect for the company as this help in enhancing the brand value and
greater market share. For this, there are quality gurus that provides various models and
philosophy that emphasizes the role of quality management within the organisation. It is consist
of various problems that are faced by the companies in implementing quality management
process. Moreover, quality management techniques are used in organisations in order to enhance
and support the effective quality of processes, product and services so that customers satisfaction
could be increased.
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REFERENCES
Books and Journals
Abbas, J., 2020. Impact of total quality management on corporate green performance through the
mediating role of corporate social responsibility. Journal of Cleaner Production, 242,
p.118458.
Anil, A.P. and Satish, K.P., 2019. Enhancing customer satisfaction through total quality
management practices–an empirical examination. Total Quality Management &
Business Excellence, 30(13-14), pp.1528-1548.
Chen, R., Lee, Y.D. and Wang, C.H., 2020. Total quality management and sustainable
competitive advantage: serial mediation of transformational leadership and executive
ability. Total Quality Management & Business Excellence, 31(5-6), pp.451-468.
Farrington, T., Antony, J. and O’Gorman, K.D., 2018. Continuous improvement methodologies
and practices in hospitality and tourism. International Journal of Contemporary
Hospitality Management.
Filimonau, V. and Delysia, A., 2019. Food waste management in hospitality operations: A
critical review. Tourism management, 71, pp.234-245.
Kandampully, J., Zhang, T.C. and Jaakkola, E., 2018. Customer experience management in
hospitality. International Journal of Contemporary Hospitality Management.
Kaur, M., Singh, K. and Singh, D., 2019. Synergetic success factors of total quality management
(TQM) and supply chain management (SCM). International Journal of Quality &
Reliability Management.
Lai, I.K., and. et. al., 2018. Literature review on service quality in hospitality and tourism (1984-
2014). International Journal of Contemporary Hospitality Management.
Manning, L., 2018. The value of food safety culture to the hospitality industry. Worldwide
Hospitality and Tourism Themes.
McAdam, R., Miller, K. and McSorley, C., 2019. Towards a contingency theory perspective of
quality management in enabling strategic alignment. International Journal of Production
Economics, 207, pp.195-209.
Naumov, N., 2019. The impact of robots, artificial intelligence, and service automation on
service quality and service experience in hospitality. Emerald Publishing Limited.
Peters, M., Kallmuenzer, A. and Buhalis, D., 2019. Hospitality entrepreneurs managing quality
of life and business growth. Current Issues in Tourism, 22(16), pp.2014-2033.
van Iwaarden, J., Dale, B. and van der Wiele, T., 2013. Managing quality.
Sanchez-Franco, M.J., Cepeda-Carrion, G. and Roldán, J.L., 2019. Understanding relationship
quality in hospitality services: A study based on text analytics and partial least
squares. Internet Research.
Ford, R.C. and Sturman, M.C., 2018. Managing Hospitality Organizations: Achieving Excellence
in the Guest Experience. SAGE Publications.
Koc, E., 2019. Service failures and recovery in hospitality and tourism: a review of literature and
recommendations for future research. Journal of Hospitality Marketing &
Management, 28(5), pp.513-537.
Kolar, T. and Čater, B., 2018. Managing group flow experiences in escape rooms. International
Journal of Contemporary Hospitality Management.
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Nordhorn, C., Scuttari, A. and Pechlaner, H., 2018. Customers’ emotions in real time: measuring
affective responses to service and relationship quality at the reception
desk. International Journal of Culture, Tourism and Hospitality Research.
Johnston, R. and Clark, G., 2008. Service operations management: improving service delivery.
Pearson Education.
King, J.H. and Cichy, R.F., 2006. Managing for quality in the hospitality industry. Pearson
Prentice Hall.
(Sanchez-Franco, Cepeda-Carrion, and Roldán, 2019) (Ford, and Sturman, 2018) (Koc,
2019) (Kolar, and Čater, 2018) (Nordhorn, Scuttari, and Pechlaner, 2018)
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