Strategies for Quality Management and Customer Service Improvement

This report provides an overview of quality management within a service industry context, focusing on the role of self-assessment, the importance of communication, and the stages of staff consultation. It emphasizes how organizations can determine their current operational status and improve their services through effective communication and employee involvement. Using the example of Marriott Hotel, the report highlights the significance of benchmarking, analyzing departmental performance, and aligning actual service delivery with expectations. It also addresses the need for clear communication between customers and employees to foster positive relationships and create a conducive working environment. The report concludes by emphasizing the importance of continuous improvement in service quality, such as refining communication processes and ensuring employees interact respectfully with customers. Desklib offers a range of similar solved assignments and study resources for students.

Quality
Management
TASK 4

Introduction
Quality ensures about products and services which have been provided
by the organisation. It involves four main components such as planning,
assurance, control and improvement. The organisation does not only focus on
product’s and service’s quality, but also on the means to achieve it.

4.1 Role of self-assessment
The concept of self-assessment allows organisation to determine current
status of organisation whether they are performing well or not. The organisation
has to comply with different activities so that they can reach with their
objectives. It is the responsibility of manager to make assessment report so that
the can find out activities that are performing well.

Cont....
In Marriott hotel, the manager can use benchmarking method in order
to identify weaknesses. The analysis of different departments will provide
current health as well as represent status of company in the global market.
The organisation will also have to analyse that whether comparison of
actual services which has been provided by employees are meeting with actual
services or not.

4.2 Importance of communication
The importance of communication is very important in every
organisation. There should be an effective communication between customers
and employees so that positive relationship can be develop. In Marriott hotel, the
manager has to used different tools and techniques in order to make sturdy
relation with them.

Cont....
When the manager has to convey information to customers then they
have to adopt proper communication tools. With the help of good
communication, employees can exchange ideas from each other in order to
create positive working environment. employees have to carefully listen the
issue of customers and provide them a appropriate solution.

4.3 Stages of staff consultation
In Marriott hotel, the staff has to take opinion from employees to
operate their business activities in an appropriate manner. This allows employees
to become confident and secured about their job profile. In hotel, every
employee has to exchange the information from each other which will increase
their skills in terms of the way of performing task. The consultation of staff with
employees will be considered to be for lifetime.

4.4 Improving services quality
In organisation there are many areas in which the manager has to
improve their quality of services. For example, if any employee is
communicating with the customers in a rude manner then it is the duty of
manager to make employee understand the way to interact. In Marriott hotel, the
manager at first has to change communication process through which they can
maintain a strong relationship with them.

References
Bergman, B. and Klefsjö, B., 2010. Quality from customer needs to customer
satisfaction. Studentlitteratur AB.
Chae, Y., 2010. Co-benefit analysis of an air quality management plan and
greenhouse gas reduction strategies in the Seoul metropolitan area.
Environmental Science & Policy. 13(3). pp.205-216.