Report on Aspect of Quality Management within the Hotel Industry

Quality Management in
Business
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Table of Contents
Quality Management in Business....................................................................................................1
INTRODUCTION ..........................................................................................................................3
TASK 1............................................................................................................................................3
1.1 Clear definitions of quality in terms of business and services provision ..............................3
1.2 Role of quality control and quality assurance in inspection and assurance processes in the
organisation’s quality management.............................................................................................4
1.3 Range of approaches that can be taken to improve quality management..............................5
1.4 Similarities and differences between the different methods .................................................6
TASK 2............................................................................................................................................7
2.1 A discussion on customer satisfaction...................................................................................7
2.2 Explaining the meaning of continuous improvement............................................................7
2.3 Illustrating the gain of added values through the process of continuous improvement.........9
2.4 Describing the types of information which are made available to the customers and giving
the importance to effective marketing.........................................................................................9
TASK 3..........................................................................................................................................10
3.1. Explaining the methods of measuring quality management...............................................10
3.2 Evaluating the benefits of user and non-user surveys of determining customer need.........11
3.3 Methods of consultation employed in one quality scheme to encourage participation by
under-represented groups...........................................................................................................12
3.4 Value of complaints procedures and analyse how they may be used to improve quality . .12
TASK 4..........................................................................................................................................13
4.1 Role of self assessment to determine an organization's current state of health...................13
4.2 Evaluating the importance of communication and record keeping.....................................14
4.3 Staff consultation for effective implementation of quality scheme.....................................14
4.4 Proposing modification to existing system that could improve service quality..................15
CONCLUSION .............................................................................................................................16
REFERENCES .............................................................................................................................17
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INTRODUCTION
Within modern management, most of the companies are witnessed for participating in
quality management so that they can keep quality of the products and services. The quality is
defined as the degree of the customer service and satisfaction that is gained after the use of
particulate product or service (Sallis, 2014). The companies, in the present era are trying to
enhance and redefine their business functions while focusing on improving the quality of
services and products. The report herewith deals with the various aspect of quality management
within the hotel industry. It defines the quality in terms of business and services provision and
role of quality control and quality assurance in inspection and assurance processes in the
organisation’s quality management describes the role of quality control and quality assurance in
inspection and assurance processes in the organisation’s quality management.
The range of quality management approaches have been discussed along with their
similarities and differences. This unit is going to discuss about customer satisfaction and
continuous improvement and describe how the use of continuous improvement process can add
value in quality system. In the next section of report, quality management and the tools of
measuring quality in hotels are described while evaluating the benefit of user and non-user
surveys for determining customer needs. Different methods of consultation employed in one
quality scheme are discussed while discussing the value of complaints procedures. The last
section of report evaluates the valuation of the importance of communication and record keeping
along with proposing a new system to existing improve service quality.
TASK 1
1.1 Clear definitions of quality in terms of business and services provision
In modern management, most of the companies are witnessed for participating in quality
management so that they can keep quality of the products and services. Now-a-days, quality is
witnessed as the major concept of improving sales and also considered as the key element used
to remain competitive in the marketplace. From a past few decades, quality is considered as a
key aspect of business and service provisions. As per the definition given by American Society,
“Quality is a subjective aspect, for which each person can define the quality as per his perception
(Goetsch and Davis, 2014). In the technical terms, quality has two meanings, One is associated
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with characteristics of a product or service that can satisfy the stated or implied needs. On the
other hand, the second one is associated with product or service that is free of deficiencies.
In respect to business and services provision, quality is referred to the perception of the
degree to which product or service meets the customer’s expectations. Furthermore, it was
identified that quality is a perceptual and it also has conditional and somewhat subjective
attribute. In respect to the given case scenario, The Rose and Crown hotel is facing problems
associated with quality of business that led to decrease the sales and raise customer complaints.
The quality management problems of the mentioned hotel include poor internal communication
between departments and customer services (Kehoe, 2012.). The quality in terms of business and
services provision are associated with customer service and internal business management of
cited hotel. The service provided by the hotel organization must satisfy the needs of guests in the
hotels and must be in the way to meet the objectives of business. In the business management
field, quality management is applied for the purpose of providing customer satisfaction as-well-
as making business profits.
1.2 Role of quality control and quality assurance in inspection and assurance processes in the
organisation’s quality management
The cited hotel in the case is Rose and Crown which tries to deliver effective and high
quality services to the customers. Quality of services provided by the organization is the major
reason for which it is positioned as a reputed hotel. The mentioned hotel has established some
quality management systems to ensure the high quality of the services that are provided to the
customers (Oakland, 2014). Quality control and assurance are the two major processes which are
used in the quality management system of business entity. Quality control is the systematic
process for reviewing the elements that are associated with service delivery of Rose and Crown
hotel. With the help of this process, the cited hotel can maintain quality throughout the
production processes as-well-as the skills of the employees associated with it. This process also
includes inspection of the quality during the service delivery and production process.
Quality assurance is the process that ensures that the services are free of defects or
problems and are to be provided to the guests in the well specified manner. The here mentioned
process in Rose and Crown hotel is used for ensuring that products and services must meet
required standards and quality. The investigation represents that quality control is to be
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