Service Operations Management Report: Quality at Hilton Hotels

This report provides a comprehensive analysis of quality management within Hilton Hotels, focusing on service operations. It explores various techniques and strategies employed by the hotel chain to ensure high standards and customer satisfaction. The report delves into key concepts such as Six Sigma, gap analysis, benchmarking, and the EFQM excellence model, evaluating their application and impact on Hilton's performance. It also highlights the importance of factors like accessibility, assurance, communication, competence, quality, conduct, and engagement in delivering superior service. The report emphasizes the significance of continuous improvement, staff training, and customer-centric approaches in achieving and maintaining a competitive edge in the hospitality industry. Overall, the report aims to provide insights into how Hilton Hotels manages its operations to deliver exceptional service and maintain its market position.

SERVICE OPERATIONS
MANAGEMENT

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK...............................................................................................................................................1
1...................................................................................................................................................1
2..................................................................................................................................................5
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................7

INTRODUCTION
Operations administration refers to the organization of enterprise activity to make the
maximum amount of proficiency conceivable inside an association. In order to achieve the
organisational goal it is very important that the total input is processed in a manner that it gives
the most effective output to the enterprise. For same it is very necessary that the manager of
operations is highly skilled as his abilities will have great influence on companies performance.
Hilton is a very big chain of hotel which is giving its services since many years. It has got star
ratings and known for its unique efficiency (Armonyand et.al., 2015). Following report will
discuss various aspects of quality management in the cited company with the different
techniques which are used to ensure standards in Hilton hotel world wide.
TASK
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Quality administration is the management apparatus which ensures that the best possible
outcomes are achieved by the business so that maximum satisfaction can be provided to the
different clients. The individuals from Hilton need to give the better administrations and
management ought to be subjective with the goal that they can accomplish the objectives and
destinations. Alongside this the representatives ought to be certain with the goal that they can
meet the necessities of the customers. Standards in hospitality industry is the vital term which
help the substance in accomplishing the achievement and having the different components which
can be utilized by Hilton Hotel so they can accomplish the main market position. Each and every
section are vital to the organization so company can acquire the piece of the overall industry.
Specialists of cited company need to utilize the best possible components of value and that
should be utilized by the request of the buyer with the goal that they can achieve the
accomplishment in the focused market. They need to do the best possible observing and
estimations in the diverse parts like strength, number of imperfect items and administrations
which makes it simple with the goal that they can decide the level of standards (Bozarth and
Handfield, 2016). There are different elements which need to be included in total quality like:
 Accessibility – In this items and administrations ought to be effortlessly accessible.
 Assurance – The individuals from the organization is amenable, kind and instructed.
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 Correspondence – All the data of the items and administrations ought to be clear and as
indicated by that they need to roll out the improvements.
 Ability – The organization part have the best possible learning and aptitudes with the goal
that they can deliver the correct items and administrations so they can offer the items and
administrations effortlessly.
 Quality – Available systems should be of good standards.
 Conduct – They need to give the great behaviour to the clients so that they can be
provided with maximum security and satisfaction and do not develop negative feelings
towards organisation.
 Length – The representatives of the organization need to do the best possible activity and
furthermore entire in legitimate time with the goal that they can accomplish the best
possible outcomes and enhance the execution.
 Engagement – The workers of the organization need to accomplish the best possible
comprehension and need to give the correct individual thoughtfulness regarding each
purchaser so they can attain the achievement.
 Mankind – All the items and administrations which are given in order to save the nobility
and the sense of pride of the purchaser.
 Impacts – They need to deliver the normal exertion of the item and administrations.
 Dependability – All the individuals from Hilton Hotel having the ability of offering the
items and administrations in the best possible way with the goal that they can achieve the
objectives and goals.
 Duty – They having an appropriate length of the items and administrations with the goal
that they can offer the items and administrations.
 Security – They need to give the administrations the well-being with no hazard or peril so
they can achieve the objectives and targets.
Different components are utilized as a part of the quality procedure and by applying those
company can improve the items with the goal that they can accomplish the targets and
objectives. The quality arrangement of Hilton Hotel which depends on the diverse standards with
the goal that they can give the best possible concentrate on the customers and the workers.
Alongside this they need to utilize the best possible actualities and data which make best and
subjective items and administrations so they can achieve the destinations and it is useful in doing
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the upgrades. They need to make the correct research with the goal that they can achieve the
accomplishment in the aggressive market. They need to make the correct techniques thus that
they can not confront any trouble in doing work. Alongside this the supervisor of Hilton Hotel
need to give the preparation and improvement to their representatives with the goal that they can
not confront any issues or challenges in accomplishing the objectives and targets. Administrators
need to build up the procedure and has to keep up a buyer inviting framework so they can give
the better administrations to their clients (Cusumano, Kahl and Suarez, 2015). The director of
cited company need to utilize the best possible strategies with the goal that they can build up the
staff that how they need to do appropriate function and need to meet the necessities of the
purchaser. The organization individuals need to do the best possible research frequently so they
can address the issues and necessities of the shopper. Alongside this they need to look at the
outcomes on the premise of value with the goal that they can accomplish the objectives in the
aggressive market. Staff individuals from Hilton lodging need to utilize the best possible process
and legitimate system with the goal that they can distinguish where enhancements is required.
Alongside this they need to control the opposition on the premise of value by utilizing the
strategy or the device that is benchmarking. In the accommodation area, Hilton Hotel need to
convey the best quality administrations as it is the principle challenge in this part so they can
accomplish the upper hand and extend the development alongside the business in the worldwide
market of friendliness industry (Dwivedi and et.al., 2015). The supervisor of the element help in
settling the issues with the goal that numerous purchasers come and enhance the fulfilment level.
Different techniques which can be utilised by the cited company in order to improve or
maintain its total standards are given below:
Usage of six sigma by “Hilton hotel” - As we know that it is a technology which helps to
reduce a error and provide a best service to their customer. Hilton Hotel is customer based
service. This firm has to take care for their customers. many errors come during hotel services.
So this hotel needs to provide a good service to their customers. So this hotel will use to this
services. Basically hotel needs good rooms with good cleaning , good (fresh, hygienic and
tasty) food, entertaining sources and ventilated rooms etc. customer will give always positive
feedback if he will get all facilities in this hotel. If Hilton hotel will hire the 6 sigma service then
this hotel staff don't need to do any work for customer satisfaction . This service will provide all
the security , all kind of services( food, cleaning etc.), all kind of need. After a few month hotel's
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manager will see the positive effect by this service and quantity of the customer will be more
then before Because this service (6 sigma) makes the balance between customer and the firm .
The disadvantage of this service is that it consumes more time . Overall positives are more
effective than negatives (Heizer, Render and Munson, 2016).
Gap analysing in Hilton hotel – It is a process which shows future. This is the process which
tells that how the things can be make. Gap analysing is based on management .Which things who
can affect the future we can see easily in gap analysing. Gap analysing is a thing which company
can check his performance from his actual performance . Every firm is different and the policies
are also different . But gap analyse is a common for all the firms or businesses. If a business
properly follow the process of gap analysing then it can be a successful business. We are taking
Hilton hotel's example given below (Jennings and Stadler, 2015). How a firm can be successful
by this process? If we talk about Hilton hotel then this technique can help a lot. Hilton hotel is
not a small firm or business .there are Many kind of management in a hotel. Proper attentiveness
, good behaviour, full discipline,time management are those things which makes a firm or
business. Many things are bad and many things are good . A Management of the company is the
gap analysing . There are some general disadvantages of gap analyse. Time and cost represent
are the two major disadvantages of gap analysing. But overall positive things are more effective
then negatives in gap analysing.
Usage of bench marking by Hilton hotel - Many hotels are nearby at the Hilton hotel.
Competition is also too high in market .so hotel Hilton need to stand in market and need to make
a respective value in society. So it will go through bench marking process. Many steps come in
this process. Not only quality level but also many kind of growth will increase by this process.
Hilton hotel's manager will check his own hotel's reputation in market (Khanna, 2015). Hotel's
manager will see the things and analyse which things are stopping growth to their hotel which
from customer can attract . Manager need to make list those things which are doing down to
quality parameters. Hilton hotel's manager also find that how can he make balance between
market policies and bench marking process. Hotel Hilton manager will see the performance
improvement also (Kowalkowski and et.al., 2015).Some disadvantages of benchmarking. Main
disadvantages is arrogance. Some of the organizers get success by this process. But after that
they feel some lack like arrogance. As we know everything has a two counter part. One of
positive and other one is negative.
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EFQM - All organisations in Europe is facing new challenges whether it is private or public.
Sustainable development approaches needs to be implemented. There is a pressure on
organisations to compete with each other in an intense competitive environment with the limited
resources. EQFM excellence model provides structure that encourages cooperation, collaboration
and innovation that organisations will need to ensure that goal is achieved. One of most
commonly used tool and provides a holistic view of firm. This is an over arching framework for
sustainable development. This model allows individual to interpret relationship between what
organisation does and result it achieves. Hilton hotels being one of the most reputed hotel in UK
has to do various quality assessments on products and services it provides. Since there are large
number of hotels in UK so this tool provides framework for hotels that how it can progress in
this competitive environment with the resources it has (Langabeer and Helton, 2015). Hotel
Hilton needs to innovate new methods of providing services and collaborative and cooperative
model of organisational structure.
EQFM model consists of three integrated component:
Fundamental concept of excellence: It provides the foundation for achieving sustainable
excellence in an firm. There are eight concepts that Hilton can use to maximize its benefits if
they apply it in their culture (Tao and et.al., 2015).
 Adding value for customer
 Creating a sustainable future
 Developing organisational capability
 Harnessing creativity and innovation
 leading with vision, inspiration and integrity
 Managing with agility
 Succeeding through the talent of employees
 Sustaining outstanding results
Model Criteria: This is model that can be applicable to any organisation of any size,
sector or maturity. In this model it is explained as to how in Hilton hotel Enablers that is their
employees produces results using their knowledge and skills.
Radar Logic: It is a dynamic assessment framework and provides a structured approach
to questioning an organisation. This logic states that:
 Determine the result that Hilton hotel is trying to achieve.
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 Plan and develop approaches to deliver the desired result.
 Deploy the approach in a way to ensure implementations.
 Access and refine the deployed approach.
TQM
It stands for total quality management. It is a philosophy of management which helps a company
in achieving and accomplishing its business excellence. It integrates all functions of an
organisation to achieve customer satisfaction. There are 4P (People, planning, process and
performance) and 3C (Communication, culture and commitment) that are main factor of deciding
quality management through TQM. For Hilton hotel clear process, qualified people and
comprehensive plans are important for providing quality (Lippert and Govindarajulu, 2015). This
model provides clear picture for excellence and superior performance covering every features
and its procedures. For successful implementation of TQM there are certain factors that helps
like employee involvement, empowerment, training, compensation and management style. In
hospitality industry Hilton hotel will deal with different concepts like customer focus, continuous
improvement, use of quality tool, employee empowerment, managing suppliers quality, product
design and process management (Slack, 2015).
There are five dimensions of TQM:
 Quality: It includes quality of products and services with lack of error and achieving
customer satisfaction.
 Cost: product cost must be less and should be competitive in market. For a achieving low
prices Hilton hotel needs to reduce its process at low cost.
 Delivery: There are certain criteria that needs to be fulfilled such as right delivery, right
place.
 Moral : people need to feel respected for the job they are doing.
 Safety: it ensures the safety of both mangers of hotel to employees.
2
There are abnormal state benefits in friendliness division and they need to provide better
administrations which are related with tourism and accommodation industry. Individuals from
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Hilton hotel need to utilize best possible procedures and approaches with the goal that they can
keep up quality. Substance need to do correct duty which assists in long term that they give
better administrations at a sensible cost. Administrator of organization need to distinguish and
record effects of nature of administrations with the goal that they can do correct upgrades. Hilton
Hotel can use diverse components which having point in giving best quality administrations to
their shoppers as purchasers needs best as well as subjective administrations. Along with this,
higher specialists of association render diverse exercises to their workers with the goal that they
can energize so they provide a valiant effort (Mahadevan, 2015). Alongside this, clients are
pulled in on that and they do venture. Further, company's individuals need to enhance quality so
that they can set measures and along with this achieve them. There are such a variety of people
who are specifically identified with neighbourliness segment which incorporates partners,
administrators as well as students, thus they can see quality administration in a Hilton Hotel as
they have incentive for cash. Enterprise's individuals need to give shoppers an agreeable room,
well disposed staff and great sustenance so purchasers will content with administrations which
increment fulfilment level and by that Hilton Hotel will achieve accomplishment in
neighbourliness part. In the event that they are not giving administrations legitimate then they
need to enhance and achieve targets. It is proposed that individuals from Hilton Hotel need to do
best possible presentment in market and furthermore raise mindfulness with the goal that
numerous purchasers come and by that they can achieve most extreme benefit. They need to
utilize diverse strategies for enhancing quality of services. To end up noticeably fruitful in
aggressive market and furthermore achieve benefits they need to concentrate on quality of the
administrations and need to give fulfilment to their customers (Ostrom and et.al., 2015). Staff
individuals from Hilton Hotel need to do the maintenance of the current visitors and need to meet
the desires. They need to do change on quality. Company individuals need to do enlistment so
workers increment and shoppers will achieve their fulfilment level. Alongside this higher
specialists of firm need to give preparation to their representatives time to time with the goal that
they can do best in their work and furthermore enhance execution and they need to do the
strengthening of the staff which is benefit arranged (.Reim, Parida and Örtqvist, 2015). The
labourers of Hilton Hotel need to do the best possible research with the diverse techniques and
element can utilize benchmarking so they can do the correct enhancements and by that they can
accomplish the objectives, objectives and goals. Further, organization can give the offers and
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different plans to their customers and by that Hilton Hotel achieve the most extreme benefit and
enhance the execution in the focused market. They need to keep up the nature of the
administrations and items with the goal that customers can not confront any issue and by that
they can achieve the achievement. Alongside this they can boost market share in the current
business (Robinson and et.al., 2016).
CONCLUSION
From above text it can be concluded that to maintain the total standards is very important.
Different strategies of how the total quality can be improved are discussed above which shows
how they can be implemented in the given business. If the given policies are utilised than
management can successfully achieve its goals and objectives.
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REFERENCES
Books and journals
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Bozarth, C.B and Handfield, R.B., 2016. Introduction to operations and supply chain
management. Pearson Higher Ed.
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competitive strategies of product firms. Strategic management journal. 36(4). pp.559-
575.
Dwivedi, Y.K and et.al., 2015. Research on information systems failures and successes: Status
update and future directions. Information Systems Frontiers. 17(1). pp.143-157.
Heizer, J., Render, B and Munson, C., 2016. Principles of operations management: sustainability
and supply chain management. Pearson Higher Ed.
Jennings, B and Stadler, R., 2015. Resource management in clouds: Survey and research
challenges. Journal of Network and Systems Management. 23(3). pp.567-619.
Khanna, R.B., 2015. Production and operations management. PHI Learning Pvt. Ltd..
Kowalkowski, C and et.al., 2015. What service transition? Rethinking established assumptions
about manufacturers' service-led growth strategies. Industrial Marketing Management.
45. pp.59-69.
Langabeer II, J.R and Helton, J., 2015. Health care operations management. Jones & Bartlett
Publishers.
Lippert, S.K and Govindarajulu, C., 2015. Technological, organizational, and environmental
antecedents to web services adoption. Communications of the IIMA. 6(1). p.14.
Mahadevan, B., 2015. Operations management: Theory and practice. Pearson Education India.
Ostrom, A.L and et.al., 2015. Service research priorities in a rapidly changing context. Journal of
Service Research. 18(2). pp.127-159.
Reim, W., Parida, V and Örtqvist, D., 2015. Product–Service Systems (PSS) business models
and tactics–a systematic literature review. Journal of Cleaner Production. 97. pp.61-75.
Robinson, P and et.al., 2016. Operations management in the travel industry. CABI.
Slack, N., 2015. Operations strategy. John Wiley & Sons, Ltd.
Tao, F and et.al., 2015. Manufacturing service management in cloud manufacturing: overview
and future research directions. Journal of Manufacturing Science and Engineering.
137(4). p.040912.
Online
Customer Service and Operations Management in Service Businesses. 2016. [Online]. Available
through: <http://www.tandfonline.com/doi/abs/10.1080/02642068900000027>.
[Accessed on 29th July2016].
Service Operations Management. 2016. [Online]. Available through: <https://www.wiwi.europa-
uni.de/en/studium/neue-studienangebote/iba-master/iom/service-operations-
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