Quality Management in Business: Rose Crown Hotel Analysis Report

This report provides a comprehensive analysis of quality management principles and practices within the context of the hotel industry, specifically using the example of Rose Crown Hotel. It explores key areas such as customer satisfaction, continuous improvement methodologies, and the importance of communication and record-keeping. The report delves into customer-centric approaches, including identifying perceived value, ensuring on-time service delivery, and implementing effective feedback mechanisms. Furthermore, it examines the role of self-assessment in determining an organization's current state, the significance of staff consultation for effective quality scheme implementation, and proposes systems and modifications to improve service quality. The analysis also includes various methods for consulting underrepresented groups and improving complaint procedures, offering valuable insights for enhancing overall business performance and customer loyalty. The report concludes with a detailed discussion on the importance of staff engagement and training programs to minimize errors and improve service quality.

Quality Management in Business

2.1 Customer satisfaction
It is indicator that up to what extent company meet the
customer satisfaction.
Costumer mainly focuses on
 Identifying perceived value of customer
 On time delivery of services
 Reliability generation
 Quality assurance
 Providing delightful service

CONTD...
 Conveying best value
 Meeting special requirement of customer
 Giving affective responses
 Taking feedback
 Customer loyalty generation
 Conduction of survey

2.2 Continuous improvement
It is a long term approach which seeks to accomplish the goal,
increasing changes in the respect of improving efficiency and Quality.
It mainly focuses on:
 systematic approach
 Creating more values and less waste
 Process improvement and process control.
 Maintenance, operational, reliability excellence
 Standardized work
 Implementation of solution
 Development of countermeasure

CONTD....
2 Step: Strategic planning
Value added to gained
 Addition of that area which was neglected earlier
 Removing the drawback of controlling process
 Addition of new product/services to be provided
 Inclusion of new offering to be given to customer.
 Preparing the better communication system
 Taking care of staff requirement

CONTD...
4 step: Review
Value added to be gained
 Getting an information about customer satisfaction
level
 Proper conduction of all the work assigned
 scope for improvement
 Screening the whole system for betterment

2.4 Types of information made available to customers
while marketing
 About facility to be provided with rent
 Specified location
 Different offering packages for corporate guest and leisure
guest
 All the information should be available social site regarding
rent, time, room size etc.
 Event calenders
 Images of offerings
 staff services

3.1 Measurement of Quality Management
Quality management is to maintain desired level of Quality standards
In the context of hotel industry, some measurement criteria is applies to
measure the Quality management.
 Feedback can be taken form customer and market survey can be
conducted for gathering the information about customer satisfaction
 Determining the consumer demand trend and staff turnover ratio.
 Measurement and monitor the performance of staff though internal
check approach
 Making a questionnaire for hotel management at different level of
management.

3.3 List the methods of consultation employed in one quality
scheme to encourage participation by under-represented groups.
The methods of consultation of underrepresented groups are as
follows;
 Interviews: Any random person who is the member of
Underrepresented group can be called for an interview.
 Form surveys: Underrepresented group should be encouraged to
participate within these surveys. Their expectations, requirements
and problems can be revealed through these surveys. This would
help Rose Crown hotel to developed a good communication
network according to the needs of these underrepresented groups.

CONTD...
 Mail Surveys: This includes that company should select few
people from these groups. To get response from them hotel
can sent some prepaid envelopes along with some short
questions.
 Group Interviews: Hotel can set group discussion or take
group interviews of these underrepresented group. This is an
effective way of consulting them and knowing their view
points regarding the policies and objectives of Rose Crown
hotel.
 Language Support: If hotel is suffering from the problem of
language barrier that it can provide language support to these
groups. They can adapt or implement software that help to
translate these languages.

CONTD...
 The complaint procedure adopted by Hotel can improved their quality:
 It would help to identify the loop holes within the management of Hotel.
 This will act as guidance in improvising the quality and performance of
their existing employees.
 This will further, reduced the chances of any problems and complaints in
future.
 These data received by company help in planning a better quality
management techniques.
 This will help company to gain back the loyalty of their customers.
 The complaint mechanism will help to encourage employee engagement
within Hotel.
 This will provide Rose Crown Hotel to gain competitive advantage over
other in their respective hotel industry.

4.1. The role of self -assessment in order to determine an
organization's current ‘state of health’.
It is important for a company/hotel to understand it current
state of Health and find out whether business is operating well
or not. Role of self-assessment is as follows;
 The self-assessment plays a vital role in success of
company.
 It help in identifying the strength and weakness of
hotel.

CONTD...
 They act as wake up calls and encourage companies to
take regarded actions to improvised it current health.
 Self assessments are easy to practice and are
inexpensive and provides great benefits.
 It is used to recognize the policies and practices which
are valuable for organization.
 Adopting self- assessment techniques help to evaluate
the current status of employees performance.
 Self-assessment by Rose Crown hotel will help it to
understand it threats and opportunities more effectively.

4.2. Evaluate the importance of communication and
record keeping.
Communication is very important for any company/hotel as it
constitute the integral part of quality management system. The
hotel needs to adopt communication at both external and
internal level. A hotel gets to know about satisfaction level of
consumers only by effectively communicating with them.
This help hotel to understand the quality of their services.
Further, implementing the proper communication within
organization to achieve success and helps in implementing
any strategic plan including quality management.

CONTD...
Record keeping help organization in setting up a benchmark
to analyses and monitor their performances. Hotel compare
their past results with help of record keeping. It helps them
find out loop holes or deficits within their services. Further,
record keeping help hotel to record valuable data of their
customers and current employees. This help in proper
functioning of hotel.

4.3. How guidelines should be followed on the stages of
staff consultation for effective implementation of a
quality scheme.
Staff are the key assets of company. They contribute their efforts
which help organization to achieve their desired results. Before,
implementing of any quality schemes company should take consideration
of their staff. Guidelines to be followed is as follows;
 This would help in knowing the reactions of staff regarding the
quality management and it would help in gaining their
confidence.
 Surveys can be done through staff about quality management of
hotel.

CONTD...
 Planning of workforce should be changed with
accordance to changes within quality schemes.
 Time and material management must be qualified for
the effective implementation.
 Communication and consultation process should be
encouraged at all levels of management.
 Training program should be implemented and it must
be according to position held by each member. This
will help in reducing chances of errors.

4.4.Propose new systems or modifications to existing
systems that could improve service quality.
In case of Rose Crown Hotel better system could be
implement to reduce complaints and dissatisfaction among
employees and customers. Communication methods must
have been implemented in a proper manner. This would help
in reducing errors and cases of complaints as staff of hotel is
aware about the issues and problems of Hotel. It will help in
attracting more customers. Rose Crown Hotel has an
opportunity to upgrade it present staff and rebuild their image
in the market. It must take necessary actions to reduce down
labor turnover.

CONTD...
Further, hotel should implement theories of motivation to
encourage it current staff. They must encourage employee
engagement by consulting them on necessary areas of
business. Further, the best suggestion should be rewarded.
These techniques of quality management help Rose Crown
Hotel to win back their lost customers and improvised it
present quality of performance.

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