Analysis of Quality and Operations Management Systems at Hilton Hotels

This report provides a comprehensive analysis of the quality and operations management systems implemented by Hilton Hotels. It begins with an overview of the Quality Management System (QMS), emphasizing its importance in meeting customer and organizational requirements, and its alignment with ISO 9001 certification. The report explores stakeholder needs, including guests, employees, owners, and the community, and outlines processes to fulfill these needs. A selected process, 'Analyzing Environmental Impacts,' is examined, detailing inputs and outputs. Furthermore, the report discusses the implementation of a continuous improvement program, highlighting elements like the Balanced Score Card, system upgrades, and customer-centric plans. The report also briefly touches upon the Environment Management System (EMS) of Bouygues Construction, covering stakeholders, environmental aspects, and actions. The analysis provides a clear understanding of Hilton's commitment to quality, sustainability, and stakeholder satisfaction, supported by various performance parameters and measurement methods, including surveys and feedback mechanisms.

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Quality and Operations Management
Systems

Quality and Operations Management Systems 2
Table of Contents
Quality Management System (QMS) - Hotel Hilton...............................................................2
Identifying Stakeholder Needs.......................................................................................................4
Process to fulfill Stakeholder Needs............................................................................................6
Selected Process – Inputs and Outputs......................................................................................8
Implementing a Continuous Improvement Program........................................................12
Environment Management System (EMS) – Bouygues Constructions......................14
Stakeholders and Their Needs.....................................................................................................17
Bouygues Construction Operations..........................................................................................18
Environmental Aspects...................................................................................................................22
Environmental Impacts.................................................................................................................. 22
Environmental Objective............................................................................................................... 23
Environmental Targets................................................................................................................... 24
Environmental Actions................................................................................................................... 27
Monitoring Performance................................................................................................................29
Risk Identification.............................................................................................................................32
Risk Assessment Chart....................................................................................................................34
Actions to Reduce Risk....................................................................................................................36
References............................................................................................................................................ 39

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Quality Management System (QMS) - Hotel Hilton
Hilton Worldwide is one of the largest hotel groups and hospitality companies in the
world. Conrad N. Hilton opened first Hilton hotel in 1919 in a Texas town. It has
more than 5000 properties located in about 103 countries with 14 brands under the
same banner [10]. Hilton worldwide has become one among multi-national
organizations that have certified their entire system and have achieved largest volume
certifications.
Hilton Worldwide Quality Policy
Quality Management System (QMS) is defined as a set of synchronized actions to
manage an organization effectively to improve its efficiency. QMS is generally
followed to meet both customers’ and organization’s requirements [10]. Other
principles on which an effective QMS works are:
 Meet Customers’ needs
 Improve Process
 Reduce Waste
 Minimize cost
 Rise Market Share
 Involve Staff
 Provide timely training
 Motivate

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Quality assurance and sustainability is core to any business model. Hilton Worldwide
properties meet the high level of standards and implement a number of quality control
processes as per ISO 9001 certification [10]. It establishes an effective and productive
Quality Management System.
ISO (International Organization for Standardization) is a worldwide federation 9001
ensures the timely check and continuous enhancement of a company’s Quality
Management System (QMS) [10]. It develops company’s operational ability to match
customer’s expectations. This ultimately increases repeat and referral guests and thus
boosts the company’s profitability [10]. The process is based upon quality
management principles:
 Customer attention: Customer service is the vital element of the hospitality
industry. Hilton worldwide has made quality assurance as for its foundation.
 Leadership: Hilton management demonstrated effective leadership skills. The
objectives are approachable and quality management is ensured with a
commitment towards development, sustainability, and improvement [10].
 Involvement of people: It is followed at every level. People are competent and
involved in the complete process. It is not only applicable towards the service
providers but also to the guests, partners, stakeholders, and Government
authorities.
 Process approach: Effective QMS process results in the transformation of
every input to create a value output [10].
 System Approach: The Company’s objectives and processes are thoroughly
understood and followed. Needs of all associate business partners, guests,

Quality and Operations Management Systems 5
stakeholders, and employees are fulfilled. Its guests, employees, and owners
have recognized the company continuously [10].
 Continual improvement: Hotel chain has a standard norm of getting feedback
from all the guests. Opinion surveys are also conducted for regular
improvement [4].
 Factual decision-making: Analysis and monitoring of product and process data
are done time to time.
 Mutually beneficial supplier relationships: To meet long-term needs of the
guests and the organization, a mutually beneficial supplier relationship is
maintained [4].
Identifying Stakeholder Needs
A stakeholder is any person or organization that gets affected directly or indirectly by
an organization’s actions, objectives and policies (Business dictionary). Hilton
Worldwide is an organization, which is esteemed by all its stakeholders including
guests, employees, owners, unions, community and concerned government agencies.
It maintains mutually beneficial relationships with all stakeholders. People are
involved at all the stages of the process [10]. The company understands the needs of
all stakeholders and engages with them often to evaluate and evolve the priorities.
Few needs of organization’s stakeholders can be defined as below:
Guests
 Satisfactory Service
 Safe water, sanitation, and hygiene
 Transparent booking process
 Evidence of commitment

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 Environment management data
 Efficient and safe financial data handling
Employees
 Human rights management
 Job Satisfaction
 Employment safety
 Transparent salary structure
 Positive working environment
Owners / Shareholders
 Steady growth
 Risk management
 Cost saving policies
 Sustainability strategy details
Suppliers
 Local services
 Cost benefits
 Value partnership
 Authentic dealing
Government and Community
 Sound hotel management
 Compliance with all legal aspects

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 Contribution in tourism industry growth
 Ensure employment opportunities
 Preserve environment and society
Process to fulfill Stakeholder Needs
 Guests
- Responsible business initiatives to provide outstanding service to guests
including proper and safe water and sanitation facilities under hygienic
conditions.
- Corporate and group booking discount offers
- Special service under repeat and referral client club
- Systematic engage system should be designed to provide clear
environmental data to guests [12].
- A system can be established to avoid any fraud deals and ensure safe and
apparent transactions
- Effective team generation to deal with guests’ complaints and problems.
 Employees
- Arrangement of staff training programs
- Engage employees through meetings and conferences
- Competitive benefit packages can be offered to employees
- Health and safety measurements to be placed
- Discounted prices for employees applicable throughout Hilton properties
- Motivational sessions can be arranged [12]

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- Flexible working hours
 Owners / Shareholders
- Clear mention of goals and objectives
- Arrange annual meetings and get together bashes
- Periodic meetings to discuss benefits, policies, risks, and issues
- Engagement programs can be introduced to help generate more business
value
- Share case studies and feedback data collected [12]
- Periodic business magazines to showcase progress to date
 Suppliers
- Follow corporate responsibility principles
- A transparent system to keep a check on inputs supplied.
- Timely payment of dues and credits
- Environmental norms to be followed
- Involvement of suppliers in decision-making regarding goods required.
 Government and Community
- Partnership with various organizations to practice best policies
- Participation in Public and Private forums
- Introduction of environmental stability programs
- No dealings will be done with suppliers that don’t follow environmental
rules
- Fund allocation to charity firms

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- Complete documentation regarding follow up of government laws
- Provide internships, training, and jobs to students and novices.
Selected Process – Inputs and Outputs
In any organization, it is essential to manage all the activities and processes
effectively to achieve an organizational goal. The process involves inputs and outputs.
The resources required to perform any sort of actions are called inputs. The results
produced due to those actions are called outputs. The process is considered successful
only when system inputs get transformed into targeted output. Quality management
includes many such processes [12]. The process inculcates quality planning, control,
improvement, and auditing. The process studied for work in hand is ‘Analyzing
Environmental impacts’ that affects all the stakeholders. Various inputs and outputs
are described below (cr.hiltonworldwide.com)
 INPUTS
- Hilton’s stewardship towards environment protection
- Assistance in planning and monitoring processes
- Collect, sort and understand data required for application of process
- Energy, Food and water waste solutions by innovative methods
introduction
- Partner with U.S. Department of energy (DOE) to launch superior energy
performance
- Partnership with World Wildlife Fund to adopt renewable energy

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- Collaboration with leading hotels to form Tourism Partnership Water
Working Group.
- Introduction of soap recycling program
- Track carbon emissions to ensure low carbon future
- Expansion of Clean Air Program
- Responsible Sourcing Policy outlining standard expectations from Hilton
Suppliers
- Active participation in Better Buying Lab to help turn big ideas into
sustainable actions.
 OUTPUTS
- Energy and water use is reduced by 17% since 2009
- ISO 50001 energy management certification
- Waste reduction from operations by nearly 30%
- Over five million bars of soap recycled
- Carbon production is reduced by approx. 23%
- Carbon emission score improved from –B in 1997 to A– in 2016.
1.3 PERFORMANCE PARAMETERS AND METHODS TO MEASURE
Under this fragment, performance parameters will be identified along with the details
of methods accepted to evaluate these parameters. Hilton Worldwide has to policy to
get periodical feedbacks from guests and other stakeholders. Surveys, case studies,

Quality and Operations Management Systems 11
and research programs are also conducted time to time. Based on the results, the
outcome of the process is measured. The organization makes sure that guests actively
take part in these surveys at the beginning of the process and provide accurate data.
 Global Opportunities
- Presence in 100+ countries
- Wide variety of hotels and resorts
- Niche Market based facilities
 Dynamic Development and Recognition
- 10,000+ development courses available
- Annual CEO award
- Quarterly centralized conference
 Innovative Environment
- Energy and waste management programs success
- Constant innovation like digital check in to make travel experience
memorable
- Theme based hotel rooms
- Facilities according to the reason of travel
 Worldwide Travel Perks

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- Special passes for employees
- Discounted hotel room tariff for friends and relatives of team members
- Travel points for repeat guests [5]
 Industry Leading Benefits
- To support work life benefits
- Entire system certification
 Repeat and referral guests
- Customer satisfaction surveys
- Customer policies evaluation
- Guests availing repeat customer special benefits
- Reduced process time
- Communication efficiency
- Easy availability of partner third party service providers
 Shareholder Confidence
- Share market price
- Discussion of concerns and comforts in regular meetings
- Timely feedback surveys
 Financial sustainability policy
- Internal Auditing
- External Auditing
- Safe and secure transactions