Service Quality Management PDF
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Added on 2020-12-29
Service Quality Management PDF
Added on 2020-12-29
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Service Quality
TABLE OF CONTENTSINTRODUCTION...........................................................................................................................1PART 1............................................................................................................................................1Importance of Quality Management.......................................................................................1Why service quality should be measured and managed.........................................................3Quality management and measurement methods...................................................................5PART 2............................................................................................................................................7Service Quality Impact on Canary Wharf Hotel....................................................................7PART 3............................................................................................................................................9Customer feedback system (CFS) frameworks......................................................................9CONCLUSION..............................................................................................................................12REFERENCES..............................................................................................................................14
INTRODUCTIONQuality management is a function an organisation performs which deals with looking outfor tasks that are required to maintain quality at a specific level. There are various steps involvedwhich include quality planning and assurance. Managers utilise analytical techniques that arebased on principles and norms that have been set by an organisation. Quality control andimprovement is also done once plans are made and implemented (Casidy, 2014). These focus onlong term goals and generally implement actions that are for short term. Canary Wharf Hotel issituated in East London since 2000 AD. It has a 3 star rating and has stylish rooms andrestaurants with banquet and conference halls. They have been recently refurbished which led toan increase in bookings that have resulted in raising their profits. But they have been receivingmany complaints of customers that are not satisfied with their services for the past 6 months. This report will cover importance of quality management at Canary Wharf Hotel. It willunderstand the history of service quality and its evolution. It will compare different schools ofthoughts and examine why measuring and managing service quality is important with regard tobusiness development, profitability and customer satisfaction. It will also enlist their methodsand impact on Canary Wharf hotel such as employee's empowerment, service quality culture,understaffing and recruitment practices. It will also cover their customer feedback systemframework that includes comment cards, online feedbacks and personal interviews. PART 1Importance of Quality ManagementHistory of Service QualityQuality management deals with making quality plans, assurance, controlling andimproving of services so that a standard is maintained. It was introduced in 1920s and wasnoticed in statistical theory was applied to product quality control. Its evolution started in 1942,when Shewhart proceeded towards making a method for quality control in production (Liu andLee, 2016). Various managers started utilising and applying this in their companies to promotezero defects which led to improvement in products during the 1950s. In 1960s, Japanesecompanies noticed that they produced cheap and low quality products, but later applied qualitycontrol. This led them to achieve excellent quality of their production in 1970s. Customersstarted recognising that it was necessary for products to be durable and made of proper raw1
materials. Organisations across the globe started application of Total Quality Control in 1980s.Suppliers too came into realisation that they had to sell high end goods that companies require inorder to create standardised products. As of 2018, customer satisfaction is key in qualitymanagement and organisations prefer to look after their wants in order to be successful in theindustry and generate high revenue (Kennedy and et.al., 2015). It has become a philosophy andis considered to be a systematic approach for management in various industries. There arequality standards award programs that reward brans and companies for maintaining theirproducts and services according to principles and processes that come under qualitymanagement. Different schools of thoughts A 3 star hotel generally offers great facilities along with excellent service. Check in andclearing of doubts are done systematically and efficiently so that guests feel comfortable duringthe process as they feel tired of long hours of travel. It is the duty of the staff to accommodateand cater to them. But customers of Canary Wharf Hotel mentioned that they do not have properservices although their facilities are great and they are taken proper care of as the receptionistdoes not give much importance to them (Trivellas and Santouridis, 2016). They have extremelyslow check in for guests that have come to stay in the hotel and have to wait for a long timebefore all formalities are completed. This has made it extremely tiring for their customers. Comparison in services of Canary Wharf Hotel and standard services of HotelsHotels are supposed to have top notch customer service and have to take care of theirguests by assisting them at all times. But as compared to a standard hotel, Canary Wharf Hoteldoes not have a proper feedback service and generally take months to reply to guests regardingissues about compensations. They are least bothered about the opinions and suggestions of theircustomers which is a disadvantage for them as they will not be able to improve facilities thatthey offer to public. Successful hotels have skilled and trained staff that are able to completely take care andcater to needs of their guests. But as seen at Canary Wharf Hotel, there is lack of competent staffat front desk which creates problems for visitors as they do not get the help required (Kallweit,Spreer and Toporowski, 2014). They do not have the proper training and development needed torun business successfully.2
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