Quality Management and Hotel Operations

This assignment delves into the crucial relationship between quality management and successful hotel operations. It examines foundational concepts of quality control and improvement, emphasizing their role in shaping organizational culture and driving customer satisfaction. The analysis incorporates strategic management principles, highlighting how hotels can leverage these frameworks to achieve competitive advantage. Case studies and real-world examples illustrate best practices in implementing quality management systems within the hospitality industry.

STRATEGIC QUALITY
AND SYSTEM
MANAGEMENT
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TABLE OF CONTENTS
INTRODUCTION ..........................................................................................................................3
TASK ..............................................................................................................................................3
1.1 Importance of effective operations management...................................................................3
1.2 Evaluating success of existing operations management processes........................................4
2.1 Importance of effective quality management in achieving organizational strategic
objectives.....................................................................................................................................5
2.2 Evaluating success of existing quality management process.................................................6
3.1 Plan strategic quality change to improve organizational performance..................................6
3.2 Resources, tools, systems to support business processes in strategic quality change............7
3.3 Implications of planned strategic quality change in an organization.....................................8
3.4 Monitoring implementation of strategic quality change in an organization..........................8
4.1 Implementing strategic quality change in an organization....................................................9
4.2 Understanding of different quality cultures.........................................................................10
4.3 Implementation of strategic quality change in an organization...........................................10
5.1 Outcomes of strategic quality change in an organization....................................................11
5.2 Areas for improvement to strategic quality change that align with organizational objectives
....................................................................................................................................................11
CONCLUSION .............................................................................................................................12
REFERENCES..............................................................................................................................13
2

INTRODUCTION
Strategic quality management is referred to as the procedure that involves establishment
of long range customer focused goals and defining the approach in order to meet these goals.
Such is carried at top level within the firm. The aim of quality management is to offer superior
quality of the products to the customers (Carlos, 2014). In order to maintain the quality of the
product the firm makes utilization of several techniques such as TQM and other so that system
management can be ensured. Further these results in attainment of business targets to a greater
extent.
In the present report strategic quality system management has been discussed with
respect to Hilton hotel. The present study entails to understand the role of operations
management within an organization. Further it evaluates the importance of managing quality
within firm. It also includes plan related with strategic quality change and involves its
implementation as well.
TASK
1.1 Importance of effective operations management
Operations management is referred to as function of the organization that plans,
organizes, coordinates as well as controls the resources that are required for the purpose of
producing goods and services. It includes management of people, equipment, technology,
information as well as other resources (Hitt, Ireland and Hoskisson, 2012). The major role of
operations management is to transform input of firm into finished goods and services. There is
greater importance of effective operations management for attaining organizational goals. This
has been enumerated below: Increase in sales: The role of operations management is effective in reaching large
number of customers who are not aware of the organization's product (Johnson and
Scholes, 2012). Further it also assist Hilton hotel in surviving in the market for long run
course of time. Enhancement in product quality: There is greater importance of operations management
in terms of bringing improvement in quality of product. This is done through adoption of
new technologies, new quality control process and executing new quality measurement
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mechanism within line of production. This assist in reducing number of defects within the
products offered by Hilton hotel. Increasing customer satisfaction: Operations management has greater importance
towards increasing the satisfaction among customers with the commitment to provide
high quality of product. For Hilton hotel the role of customer satisfaction is essential
which can be offered by providing quality services at reasonable prices to the customers
in an effective manner.
 Increase in productivity: The importance of effective operations management is related
with increasing productivity through implementation of new equipment in order to
decrease process time, review and revise product line processes so as to decrease
processing time (Killen, Walker and Hunt, 2005). It also involves reduction in waiting
time; inspect time that enhances the productivity of the firm such as Hilton hotel to a
greater extent.
1.2 Evaluating success of existing operations management processes
Operation management of Hilton hotel has crucial role, as such, it assist the firm in
attaining its objectives in an effective manner. It includes development of day to day strategies
that acts as an aid in keeping the record of the activities. Further it has an important role in
increasing the performance of the firm to a significant level. Operational manager plays an
effective role in managing the functions of all the departments that are engaged in attaining the
objectives of the firm (Larsen, Tonge and Lewis, 2007). It maintain balance among the functions
all several departments such as marketing, production, advertising, finance as well as research
and development. All these departments are interrelated with one another as they are involved in
achievement of business goals to a greater extent. In order to enhance the efficiency of firm such
as Hilton hotel such is considered most effective strategy that can act as an aid for the concern in
performing business activities without any obstacles (Mahoney and Qian, 2013). The role of
operational manager is majorly towards making market research in order to gain suitable
information in relation to the customers of the firm. With this management of Hilton hotel takes
appropriate decisions that can result in attainment of organizational targets in an effective
manner. The existing process of Hilton hotel aims at offering complete guest experience. The
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company is effectively bringing together supply solutions. Further the company is committed to
offer quality management approach, products as well as services. For instance, the organization
provide value based pricing, precise ordering methods, superior program controls as well as
global operations support. With the assistance of such Hilton hotel is able to offers worldwide
coverage that assist the operations that are located across the world. In addition to this, it act as
an aid in maintaining the quality and reliability of the product in an effective manner. With this
strategic quality objectives of Hilton hotel are attained.
2.1 Importance of effective quality management in achieving organizational strategic objectives
Quality management is referred to as the act of overseeing all the activities as well as
tasks that are required to maintain desired level of excellence. This involves creation and
implementation of quality planning and assurance. Further it also includes execution of quality
control and its improvement so that it can result in achievement of the organizational targets to a
greater extent. There is greater importance of effective quality management for the organization
such as Hilton hotel. This has been enumerated in the manner below: Product quality: The importance of quality management is greater towards increasing the
quality of the products in an appropriate manner. There are certain primary aspects that
are related quality which includes reliability as well as durability. Through adoption of
quality management program the firm can deliver product as well as services in
accordance with expectation of the customers (Pollard and Hotho, 2006). This would
result in increasing the image of the brand in the market and act as an aid for it in
enhancing its survival for long run course of time. Customer satisfaction: It is expected by quality management that the expected needs of
customers are satisfied with greater effectiveness. It is important that customers are
offered with products as and when required (Kehoe, 2008). This is because such results in
increasing their satisfaction level in an appropriate manner. Quality management program
offers methodology such as six sigma and lean principles that can be used to develop type
of product that is desired by the customers. Increased revenues: Through deliverance of quality products and services firm gain
greater reputation in the market. With this image of firm in industry it is able to attract
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prospect customers and can expand its market share (Kaynak, 2003). Through
implementation of quality management program ineffectiveness in the procedure of
system can be removed to a greater extent. Through this the organization can increase the
productivity of it personnel. This in turn assists the firm in offering more product line in
less time duration.
 Reduction in waste: Waste reduction is regarded as another major advantage of quality
management program (Paton and McCalman, 2008). The technique like just-in-time and
related tools assists in reducing the waste within the organization. With this cost of the
inventory management reduces thus Hilton hotel can attainment its objectives in an
effective manner.
2.2 Evaluating success of existing quality management process
Strategic management is considered as a modern concept that relates with the field of
management as such it seeks to plan strategy in accordance with the organizational objectives.
Therefore strategic management objectives are termed as long term goals that are defined by the
firm with the aim to plan its future activities. The process of quality management that involves
implementation of total quality management act as an aid for the firm like Hilton hotel in
attaining the business targets in an appropriate manner (Roth, 2014). Quality management
involves several areas such as management of workforce, satisfaction among customers,
employee empowerment etc. Thus it can be said that such results in attaining long term
sustainability of the organization. Hilton hotel can effectively make use of quality management
in making implementation of strategic plan as strategic planning is referred to as the process that
prioritizes the focus as well as efforts of the organization in an effective manner. Similar to
strategic planning, quality management also make determination of milestone tasks that needs to
be carried out on daily basis with the aim to avoid the obstacles in the daily work. The role of
quality management is crucial in attaining strategic objectives of the firm to a greater extent.
Quality management process is referred to as set of procedures that are undertaken with
the aim to make sure that the deliverables that are being generated are fit for the purpose. Hilton
hotel follows certain quality management process that assist the company in carrying out its
operations in an effective manner. The initial step includes identification of organizational goals.
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Further this is followed by identification of critical factors. The third step in the process involves
determination of the internal and external customers. Next in the series the feedback is taken
from the customers of Hilton hotel. Further the implementation of continuous improvement is
done with the aim to enhance the quality of the product and services. The sixth step in the quality
management process deals with selection of quality management software. Finally at last the
results are measured so as to know whether the quality objectives have been attained by Hilton
hotel or not. This is beneficial for Hilton hotel in terms of increasing satisfaction level among
customers. In addition to this, it is effective in enhancing the profitability of the organization.
3.1 Plan strategic quality change to improve organizational performance
There is greater need for the firm to implement various quality changes within the
operations of Hilton hotel. This is in order to increase the overall efficiency of the business to a
greater extent. In this regard one of change can be in relation with communication so that
deliverance of services can be enhanced to a greater extent. This would result in improving the
work performance of firm and assists in survival of firm. In order to attain this, Hilton hotel can
get engaged into new systems for communication with the aim to share the information without
any obstructions (Todnem, 2005). With this service quality of the firm can be boosted and
further the grievances of the customers can be resolved in an effective manner. In this context
new communication can be installed this is in relation to email conversation as well as telephone
practice that would be used by front office as well as operational staff. In contrast to this
housekeeping and other moving staff can be in contact with instruments such as walky-talky so
that communication can be maintained as and when required. This is needed as at present there
are conditions where employees are not able to resolve the issues as well as grievances that are
being faced by the customers. This leads to development of negative impression over the
customers and as a result of this it affects the image of the brand such as Hilton hotel.
Along with this Hilton hotel can also undergo changes with the aim to boost the
participation of the workforce within the firm in an effective manner. This is needed for the
purpose of determining the loopholes that are present at various steps. Through the participation
of the employees firm can develop strategies that can assists in addressing the flaws within the
operations. However at present there are no provisions existing in the operations of Hilton hotel.
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In this regards cited firm can carry out meetings as well as seminars on day to day basis among
the departments with the aim to develop suitable strategies (Anderson and Anderson, 2010).
Through this discussion the firm can determine the stages that are required for the purpose of
implementing the changes. With such change the firm like Hilton hotel can offer quality as well
as effective services which would result in increasing the revenue of the business to a greater
extent. Further overall efficiency of the business will be enhanced in an effective manner that can
result in its survival for longer time duration. Thus communication and workforce participation
are the set of changes which Hilton hotel can incorporate in order to boost the performance of the
business.
There is greater importance of implementing advanced operation technology such as
room booking system. With the assistance of this customers can be offered with technology to
book the room from any location in advance. Further this can be updated with the management
of firm as well. Thus this is advantageous in terms that it reduces the pressures on customers as
well as employees while the room is booked at the spot. It is an effective system that can assist
the firm in increasing satisfaction level among customers. This plan needs to be implemented
within 5 months as it has greater importance in increasing the customer base of Hilton hotel.
3.2 Resources, tools, systems to support business processes in strategic quality change
For the purpose of undertaking the changes stated above there is greater requirement of
several resources, tools, systems in order to support business processes in strategic quality
change. With this firm can attain its desired outcomes with effectiveness. In this relation
financial resources are needed for the purpose of procuring the equipment that can assist in
establishing new system for communication (Germano and Stephenson, 2012). In this relation
walky talky as well as customer system will be purchased and such would be used for
communication so that suitable outcomes can be achieved with its implementation.
Apart from this human resources will also be required for the purpose of implementing
changes within the organization. For this technicians will be hired so that technical issues can be
handled it greater ease when needed. Moreover through this overall effectiveness of new
communication process can be enhanced. Along with this sessions of training will be organized
for the personnel so that they can gain better knowledge regarding the use of communication
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system in an effective manner. This also involves making employees acquainted with the use of
new communication system so that desirable outcomes can be achieved in an appropriate way.
Further regular meetings will be carried out for the purpose of making determination of
outcomes of proposed communication techniques. Apart from this technique of checklist will be
engaged with the aim to carry out departmental meetings. Through this different sectors will be
reviewed so that assistance can be provided towards conducting total quality management.
3.3 Implications of planned strategic quality change in an organization
Change is regarded as an inevitable activity that effectively assists the firm in boosting its
efficiency. Further it provides assistance in resolving the issues that emerges within the
operations of the organization. In this relation planned strategic quality circle possesses wider
implications. This facilitates in enhancing the performance of firm such as Hilton hotel by
resolving the different needs of the customers in an effective manner (Erto and Vanacore, 2002).
Along with this the new system of communication provides assistance in following up the
progress of the grievance handling with which effectual services can be offered. Such has huge
role in enhancing the satisfaction level among customers which acts as an aid in boosting the
overall productivity of the organization to a significant level. Apart from this it would enhance
the reputation of the firm in the market place which has the potential to attract huge customer
base. Thus on the basis of the discussion it can be stated that Hilton hotel can enhance its sales
by the means of incorporating planned change within the organization. This provides huge
assistance in increasing the profitability of the organization as well. Along with this increase in
the image of the brand is another major implication that needs to be achieved through planned
change (Juwaheer, 2004). Through this cited firm can achieve an edge over competitors. Thus
this assists the organization in establishing a unique position in the market for longer term.
Moreover it assists in leading towards total quality management with which organization can
survive in the market. Along with this the changes stated would assist the organization in
boosting satisfaction level of customer which results in retention of larger customer base. Thus
there is presence of various wider implications of the planned strategic quality circle.
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3.4 Monitoring implementation of strategic quality change in an organization
There are wider implications of quality change within Hilton hotel as such it is carrying
out its operations in dynamic service industry. Because of this impact it is very significant to
monitor the quality system in the organization. This is in order to bring improvement within the
system as well as procedures at regular interval. The change in quality is a never ending process
which requires continuous monitoring so that suitable changes can be incorporated within Hilton
hotel in an effective manner (Sharpley and Forster, 2003). In the process of implementation
within Hilton hotel management can establish separate committee authority that can keep a track
on the alterations that are required in the process of execution. A system has been designed
effectively in this procedure that would assist in monitoring with greater effectiveness. This has
been enumerated in the manner below:
 Establishing objectives related with change in quality
 Periodic reviewing of the action plan
 Appointment of the supervisor for particular region
 Execution of the plan
Therefore the above stated steps related with quality change can be executed effectively
within the organization. Hilton hotel is multinational corporation thus it carries out operation on
large scale. Thus in the varied areas where quality change is required appointment of supervisor
is ensured. This is in order to monitor the implementation of new proposed system within the
organization (Mitra, 2012). With this the loopholes within each department can be identified
with ease. Further necessary actions can be taken in to order enhance the future business
performance. The system of communication would be effective in increasing the flow of
information in an effective manner. Further this leads to attainment of business targets within
Hilton hotel. Quality manual is regarded as an official document that is being developed by the
organization. This presents the manner in which structure of quality management works. It
provides standards that can assist the business in monitoring the execution of strategic quality
change. Thus actual performance can be matched with the planned one and further deviation are
determined so as to meet the quality targets.
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4.1 Implementing strategic quality change in an organization
It is important for the manager of Hilton hotel to implement suitable changes within its
quality of products as well as services that are generated within the firm. There is greater need to
bring alterations in accordance with the requirement. Initially it includes identification of the
needs of the customers by the means of market research. Through improvement in the quality of
strategies as well as techniques assistance is offered to production department in saving the raw
material (O'Fallon and Rutherford, 2010). Further it facilitates them in reducing the wastage of
resources to a greater extent. In addition to this it would assist the manager of the firm in gaining
insight to the strategies that can be used by the executive of several hotels. This is in order to
identify most suitable strategy for the organization.
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Illustration 1: Fundamental of communication system

The company is making efforts in enhancing the quality of the product it produces so that
it can fight with its rivalries within the industry for longer run. Manager of Hilton hotel makes
utilization various approaches with the aim to bring improvement in its strategies and to enhance
performance of its employees in the firm. As such this results in offering better quality of
services to the customers. The firm makes use of gap analysis as it assist it in making
determination of employee's current performance and its comparison with predetermined goals.
Further it assists in determining the areas where there is need for training and improvement
(Stacey, 2007). By gaining insight to this, training can be organized to the personnel in an
effective manner. Along with this use of participative leadership style is made within firm. Under
this employee are allowed to take part in the decision making process. With the use of such
leadership style suitable solution to business issues can be determined. Moreover it becomes easy
to implement alterations in the policies of the firm in accordance with the need.
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Illustration 2: Strategic Implementation Stages
4.2 Understanding of different quality cultures
Manager of the cited firm it engaged in keeping fair and reasonable working environment
within all the departments of the organization. It effectively offers suitable quality culture to its
personnel so that they can perform effectively with the aim to attain the objectives of the
business. With the assistance of quality circle participation of the employees can be maintained
which is very effective in managing the organizational work. Further it assists in boosting the
morale of the personnel which thereby leads to enhancement in the productivity of the business
to a greater extent (Stevenson and Sum, 2009). Along with this quality circle provides greater
advantage in terms that it assist in developing suitable decisions within Hilton hotel. The top
management is allowed to participate when the work is being allotted to mentor. This is in order
to make them understand the work in more efficient and effective manner. The hotel is engaged
in maintaining proper communication within the firm. For instance, the company is making use
of e-mail in order to float the essential information to the managers. With this crucial information
related with work can be provided to the personnel. Further training is offered to the employees
so that knowledge and ability of the employees to work can be enhanced.
4.3 Monitor Implementation of strategic quality change in an organization
In order to attain objectives of the firm there is greater need for it to implement strategic
quality change. This is because; it is effective in attaining business targets within specified
period of time. For the purpose of executing the strategic change it is important for firm to
develop schedule so that time required by different activities can be known. Further this would
assist in attaining the desired target with set time duration. Implementation of change needs to be
done with proper planning of resources. It is important for the organization to determine the
necessary resources such as financial, human, technical that can be used in improving the quality
of products and services (Strategic quality management, 2015). Another step relates with the
training of staff so that work can be done in an effective manner. With the assistance of training
the employees can know on the way in which the change can be implemented with ease and in
effective manner.
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In addition to this, another major step is related with communication of the action plan to
the different departments within Hilton hotel. As such they are the real executors of the change.
Later implementation is done and further it is being monitored so that alterations can be made if
desired goals are not attained.
Benchmarking is regarded as the process that assists in making comparison of one
business processes and the performance metrics to the bests of industry and practices of other
firms. In case of Hilton hotel benchmarking is an effective means that supports the
implementation of strategic quality change. With this the business can compare the actual
performance with the set standards. Before implementation of communication system the flow of
information was not effective which thereby affects the working within the organization.
However after implementation of system the communication within Hilton hotel strengthens.
This thereby results in increasing the overall productivity of the organization.
5.1 Outcomes of strategic quality change in an organization
The management of Hilton hotel makes utilization of the reports against its operational
plan so as to review the progress with the aim to meet the organizational goals and objectives.
Through execution of several changes within the firm in relation to communication appropriate
recording of the work is ensured in an effective manner. There is existence of appropriate
monitoring and evaluation techniques with whose implementation determination hotel’s
employer’s turnover, effective working within department as well as handling of clients are
being done (Strategic management, 2014). While carrying out the evaluation process of new
defined structure survey is being carried out. Further determination of changes is determined in
order to define revised new structure. In addition to this evaluation of the progress against the
outcomes is done in terms of more revenues, clients and profitability. The activity include
feedback approach in order to determine whether the change in being implemented as per
proposed or not (Kannan and Tan, 2005). Through evaluation organization is able to enhance
learning and measure the performance so that employees do not compromise with the quality
approach. Evaluation of performance is done on the basis of benchmark. The outcomes of
strategic quality change with organization can be reviewed as such:
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 Effect sales and profit: With the implementation of change in the organization such as
Hilton hotel in relation to communication, the information flow can be made smooth. For
instance, different departments within organization shares useful information so that
desired goals can be attained. Thus this result in increasing the sales and profitability of
the organization.
 Business performance indicators: These acts as an aid in making determination of the
outcomes gained through execution of strategic quality change. For instance profit is
most significant performance indicator that assists Hilton hotel in making determination
of outcomes gained through execution change within the firm.
 Performance measuring: It another tool that can assist in making determination of the
outcomes attained through strategic quality change. In order to measure performance
several techniques such as Six Sigma and benchmarking can be used. As such it
facilitates in making evaluation of the quality outcomes achieved through change in the
process of Hilton hotel.
5.2 Areas for improvement to strategic quality change that align with organizational objectives
The firm such as Hilton hotel has proposed several changes in relation to different areas.
The organization has to carry out several alterations so as to meet changes that are emerging in
the external business environment. The hotel is effectively dealing with the people and thus need
desires and demands in accordance with recent trends and lifestyle has gained huge importance.
Thus it can be stated that efforts are made by hotel in order to implement several proposed
changes (Continuous improvement as a business strategy, 2014). One of the major changes made
is in relation with communication pattern. This has resulted in bringing greater improvement
within the workplace. Through use of communication tools such as e-mails, telephones front
office would be able to reduce several issues. With the utilization of walky talky in the staff
quick exchange of information can be ensured.
 It is recommended to Hilton hotel to bring continuous improvement in its product so that
it can attract large customer base towards the firm. Further with this company can sustain
in the industry for longer term. For instance, the company can increase its offering in the
packages and hotels so that customers can be persuaded.
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 In addition to this it is important for Hilton hotel to look upto aspects that are related with
customer satisfaction. For example, firm can offer discounts to the customers so that they
can be satisfied. Moreover the behavior of employees can be improved in order to attain
such.
 Further the company can expand its operations at various locations in order to offer
greater assistance to customers. For this it needs to expand the market area.
CONCLUSION
It can be concluded from the report that there is greater importance of operations
management in attaining business objectives to a greater extent. This is because it is effective in
offering greater satisfaction to the customers by making analysis of their needs through market
research. Further it has been inferred from the report that quality management is effective in
reducing the waste of the product and services as such can decrease the revenue of the business.
It is essential for the business to adopt quality control techniques so that it can offer satisfaction
to the customers. This in turn would result in increasing the revenue of firm and enhances its
survival in the market for long run course of time. The organization makes implementation of
qualitative strategies in order to manage changes within the firm to a significant level.
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