Quality Management: Customer Satisfaction and Improvement Report

This report provides a comprehensive analysis of quality management practices within the Marriott hotel chain. It begins by defining quality in a business context and explores processes such as inspection and assurance, along with a range of approaches used to ensure service quality. The report then delves into customer satisfaction, examining its importance and how continuous improvement strategies are implemented. It highlights the types of added value gains achieved and the information made available to customers. A significant portion of the report focuses on how quality management is measured at Marriott, including the benefits of user and non-user surveys in determining customer needs, methods of consultation employed, and the value of complaint procedures for improving quality. The analysis covers various aspects of quality management, including processes, customer satisfaction, continuous improvement, and feedback mechanisms, providing a holistic view of quality management within the hotel industry.

QUALITY MANAGEMENT

Table of Contents
INTRODUCTION....................................................................................................................................................3
TASK 1.....................................................................................................................................................................4
1.1 Definition of quality in terms of business.....................................................................................................4
1.2 Processes of inspection and assurance used in quality management............................................................4
1.3 Range of approaches.....................................................................................................................................5
1.4 Similarities and different between various methods.....................................................................................5
TASK 2.....................................................................................................................................................................6
2.1 Discuss customer satisfaction.......................................................................................................................6
2.2 Continuous improvement in quality management........................................................................................7
2.3 Types of added value gains...........................................................................................................................7
2.4 Types of information made available to customer........................................................................................8
TASK 3 ....................................................................................................................................................................8
3.1 Quality management is measured for Marriott hotel....................................................................................8
3.2 Benefit of user and non-user surveys in determining customer needs.........................................................9
3.3 Methods of consultation employed...............................................................................................................9
3.4 Value of complaint procedures and analyse how it can be used to improve quality..................................10
TASK 4 ..................................................................................................................................................................10
Covered in PPT.................................................................................................................................................10
CONCLUSION......................................................................................................................................................10
REFRENCES.........................................................................................................................................................11
....................................................................................................................................................................13
....................................................................................................................................................................13
..................................................................................................................................................................13

INTRODUCTION
Quality refers to over all features and characteristics of products and services which
are provided by organizations to their customers. Every company needs to serve best quality
of goods in order to increase number of customer and earn more profit. On the other hand,
managers try to control management for produce better quality of material and deliver them
in market and improve consumer service (Pereira-Moliner and et.al, 2012). The present
report is based on Marriott hotel which is a international hotel and offering luxurious
services to their customers. The best quality is the key element for this hotel which improve
its market image and sales as well. Leaders are needs to focused on continuous improvement
in quality management and providing customer satisfaction. Further, communication and
record keeping process help to them.
TASK 1
1.1 Definition of quality in terms of business.
Marriott hotel is earning profits by providing its goods and services to their customer.
Approx 2 billion people enjoying the services which are offering by hotel. But hotel must
ensures that quality of their services need to improve in order to attract more customer and
increase earning efficiency as well. Quality stands for all features and characteristics of goods
and services offering organizations. Its is the key factor which tends to improve competition
in international market. Companies have a capability to provide different types goods
ser5vices with various features (Sharma, Lawrence and Lowe, 2010). All the services
Marriott hotel are must be capable to use by customer and provide full satisfaction to them.
Goods quality of products services are helpful for both entities as well people. Through this
people able to get full satisfaction and companies can achieved desired goals and objectives
by increase their level of earning.
1.2 Processes of inspection and assurance used in quality management.
Quality assurance refers to identifying the overall production process in order to get
satisfaction that process is able to maintain better quality in products ans services
(Vanichchinchai and Igel, 2011). Marriott hotel needs to inspect and assure of quality
management which consist various processes are as aligned below:

 Quality control- Managers and leaders are responsible to monitor the
production of products and services in order to ensures that quality of goods
able to meet standard quality or not (Harter and et.al, 2011). Members have to
monitor the work result and control management to comply wit the required
level.
 Quality planning- Planning is the forecasting method which assist Marriott
hotel in providing better quality product and services to their customer and
give proper satisfaction to them according to their needs and requirements.
 Quality assurance- It refers to continuous identification of production process
for improve quality management and make necessary changes if required.
Managers must ensures that proper utilisation of resources for taking
corrective actions improve their working quality and increase their customers
as well. Various types of strategies and plans are help to fulfil their desired
goals and objectives (Papp, 2014).
1.3 Range of approaches.
Total quality management approach help company to improve their performance and
attain desired level of satisfaction by improve their service quality. Managers needs to
continuously monitor the production process which support them in manage quality of goods
and services and increase numbers of customer as well. Staff members are needs to reduce
error and try increase their work efficiency (Sadikoglu and Zehir, 2010). Members of
Marriott hotel are used various types of approaches total quality management are as follows:
 Just in time- This approach plays a important role in distributing inventory
according to raw material and work in progress.
 Process execution automation- It is a key factor which maintain continuous
routine in entire function of organization.
 Statistical and management tool- It consist check list, diagrams and sheets
which help company improve their service quality.
 Process improvement- Managers needs to improve their production process
which assist them to improve service quality.

1.4 Similarities and different between various methods.
Marriott hotel used different types of approaches which are having various features
(Bergman and Klefsjö, 2010). These above mentioned approaches having similarities and but
also they are different from each other. Here, these factors are define below:
Difference Similarities
 Quality control schemes are able to
evaluate quality of goods and services
and helps in continuous improvement
in it.
 Total quality management help in
manage various types of quality
programme at different stages in
order to improve performance.
 The quality planning is the
forecasting element implementing in
various strategies and execute them
for production of better quality
products.
 All the above mentioned schemes are
related with same quality standard of
goods and services of Marriott hotel.
 Both quality planning and quality
control schemes are helpful in taking
right action in order to performance
of company.
 Both quality control and assurance
factors are identifying the current
level of quality and take best decision
for the same.
 These are the continuous evaluation
of quality and take corrective action
to improve them.
TASK 2
2.1 Discuss customer satisfaction.
Customer satisfaction is the important factor for Marriott hotel by providing best
customer services which have high demand in market. Every company needs to provide those
goods and services which are completely satisfy to their consumers and allot full level of
comfort to them. Marriott hotel offering luxurious services to people with high level of
comfort (Sıtkı İlkay and Aslan, 2012). Leaders and managers needs to manage their work in
order to improve quality of their goods and services. There are some different reasons for
which hotels providing goods customers to people which are as aligned below:
 Leading indicator for customer to use these services- Customer satisfaction is
the best indicator for all the organizations. It is important for Marriott hotel

which providing lots of services with full comfort level. It indicates that
people are interested to use services of hotel. Managers and leaders are
responsible to manage overall functions of company and give rating scale
from 10 to 100 (Hoang, Igel and Laosirihongthong, 2010).
 It can increase standard of living of customer- Customer satisfaction able to
increase revenue of Marriott hotel and boost up their profits as well. Through
which consumers are able increase their level standard and provide better
comfort to them.
 It is a point of differentiation- Competition increase between company by
increase their number of customer. Consumer satisfaction of Marriott hotel are
differentiations from their competitions (Simon and et.al, 2011).
2.2 Continuous improvement in quality management.
The managers and leaders are responsible to control all functions of Marriott hotel.
Continuous improvement builds a consistently improvement in quality of goods and services.
Members of organization needs to make plans and strategies for remove conflict and increase
earning efficiency as well. Better utilisation of resources are able to meet desired level of
goals and objective by improve production process. Continuous improvement is necessary for
smooth working of organization and make more profits. Further, it is a ongoing process
which required by all companies for smooth working (Agus, 2011).
2.3 Types of added value gains.
Leaders and managers of Marriott hotel are use continuous improvement in their
organization in order to improve their work quality and attract more customer towards hotel.
Also they use various types of added value gain which support entities are as follows:
 Cultural added value- This method is related with the cultural and able to
meet the requirements of cultural groups. It is related with the social
marketing planning which are helpful for companies. Members providing
different services to various cultural group in order to meet their desired goals
and objective.
 Environmental added value- This is a key factor which protect the
environment. Managers must ensures that production department have to use
those element which not hard the environment. Workers are able to recycle the

wastage material which going to harm environment like plastic (José Tarí and
Molina-Azorín, 2010).
 Quality added value- Marriott hotel have to provide goods and services which
fulfil the needs of their customer and put company in profitable position. Good
quality products attract more customer which is the strength for all to compete
with their competitors.
 Cause related value- It is purely a social marketing situation. In which
companies spend some part of their revenue for local public which is not a
profit making strategy. Like; most of organization give small part of their
profits to poor people.
2.4 Types of information made available to customer.
Organization can be send information to their customer via; internet, television,
newspaper and social networking sites. They provide information to people from internet in
order to receive feedback from them. Higher information availability to people it can increase
number of customers and market present as well which assist company to build image. It also
help Marriott hotel to providing good customer services and put it in a profitable position.
Through this step companies are able to maintain their existing customer and attract more.
Through introducing new style of services it can increase their numbers of consumer and help
them fulfil their long term vision as well. In modern era, most of the people use internet and
can easily get the information related to Marriott hotel. It is the only way, through which
companies easily transfer information to people without making any physical efforts. After
receiving feedback from customers, organizations improve quality of goods and services.
Increase in the quality of performance it result improve level of earning (Gotzamani, K.,
Longinidis and Vouzas, 2011).
TASK 3
3.1 Quality management is measured for Marriott hotel.
Marriott hotel needs to manage quality of goods and services which they offering to
their customers. Good quality of products able to attract more customer toward organization
and build image in international market. Quality management of the company are play a vital
role which assist entities to maintain quality of their performance. Marriott hotel have to

receive feedback from people whether it is negative or positive. If they get positive feedback
then they need to maintain is or can be improve it. But in case of negative feedback they have
improve it which can be reduce number of customer and decrease earning efficiency as well.
Marriott hotel needs to satisfy customer demand and complete their target in a efficient and
effective manner. All firms may use various types of methods and approaches for improve
quality of their product and performance as well (Talib, Rahman and Azam, 2011). Leaders
and managers are responsible to provide training to their worker and motivates them towards
complete task on time. Employees are important factor who are able to meet organizational
goals and objectives and support quality management as well.
3.2 Benefit of user and non-user surveys in determining customer needs.
Users are refers to existing customer of a particular organization. So that every
company have to introduce new goods and services on a regular basis in order to keep
maintain them and attract more people as well. With the help of surveys Marriott hotel can
identify the market demand and requirements and try to fulfil them in timely and efficient
manner (Wiengarten and Pagell, 2011). They have to work on their weaknesses and to avoid
things which reduce their work efficiency.
Non-users are also customers of the company. But which include people who are not
using product in current situation which they not dislikes or not able tom afford them. So that,
entities have to offer new goods and services at reasonable prices which are easily affordable
for people and to meet customer demand as well. Surveys are help Marriott hotel to identify
specific demand of their customer and try to provide them as soon as possible.
Some significance of these surveys are as define below:
 Value of money- Companies need to introduce goods and services with better
quality and at reasonable prices which can be easily afford by people
(Usichenko and et.al, 2013).
 Quality of products and services- If Marriott hotel opted surveys they are able
to know that how much improvement in quality of products and services.
 Current demand- Through surveys managers can identify the current demand
of their services in international market.

3.3 Methods of consultation employed.
Different types of methods can be used by Marriott hotel for increase participation
with represented group in order to increase their work performance. Various methods which
are followed by organization are as define below:
 Form survey- In this kind of survey, managers are provide form to their
customer which are filled by people themselves. Through this technique
higher authority of company can evaluate the public demand and requirement
which assist entities to perform well (Singh, Basant and Gupta, 2011).
 Group interviews- It is a face to face interaction with people, in which
customers are easily communicate with companies and able to know their
market demand. Higher authority of Marriott hotel conducted group discussion
in which they easily find out market needs.
 Telephonic survey- It is a important tool which can be conducted by the most
of companies. Through managers can identify customers demand for specific
goods and services.
 Mail survey- In this type of survey, Marriott hotel mail to their customers and
evaluate their needs (Talib, Rahman and Qureshi, 2011).
3.4 Value of complaint procedures and analyse how it can be used to improve quality.
Complaints are consider as a negative impact on existence of any business
organization. But managers and leaders of Marriott hotel are treated them as an opportunities
to find out weaknesses of the company and try solve them in a efficient manner. Every
complaint which entities are receive from their customer they have improve and provide best
quality of products to them. Marriott hotel needs to improve their performance by remove
those complaints or work upon that.
TASK 4
Covered in PPT.
CONCLUSION
On the basis of above report, it has been concluded that Marriott hotel needs to
provide good quality of goods and services in order to increase their number of customer.
Various types of approaches are used by organizations for improve their work quality. These

approaches are like; just in time, process improvement etc. These are similar with each other
but are distinguish with other. Communications and record keeping process are helpful for
most of the companies which improve their quality of work. Further, self assessment
procedures are play an important role in every business organization.

REFRENCES
Books and Journals
Bergman, B. and Klefsjö, B., 2010. Quality from customer needs to customer satisfaction.
Studentlitteratur AB.
Sadikoglu, E. and Zehir, C., 2010. Investigating the effects of innovation and employee
performance on the relationship between total quality management practices and firm
performance: An empirical study of Turkish firms. International Journal of Production
Economics. 127(1). pp.13-26.
Papp, J., 2014. Quality management in the imaging sciences. Elsevier Health Sciences.
Harter, P., and et.al, 2011. Impact of a structured quality management program on surgical
outcome in primary advanced ovarian cancer. Gynecologic oncology. 121(3). pp.615-619.
Sharma, U., Lawrence, S. and Lowe, A., 2010. Institutional contradiction and management
control innovation: A field study of total quality management practices in a privatized
telecommunication company. Management Accounting Research. 21(4). pp.251-264.
Pereira-Moliner, J., and et.al, 2012. Quality management, environmental management and
firm performance: direct and mediating effects in the hotel industry. Journal of Cleaner
Production. 37. pp.82-92.
José Tarí, J. and Molina-Azorín, J.F., 2010. Integration of quality management and
environmental management systems: Similarities and the role of the EFQM model. The TQM
Journal. 22(6). pp.687-701.
Agus, A., 2011. Enhancing production performance and customer performance through total
quality management (TQM): strategies for competitive advantage. Procedia-Social and
Behavioral Sciences. 24. pp.1650-1662.
Simon, A., and et.al, 2011. Integration of standardized environmental and quality
management systems audits. Journal of Cleaner Production. 19(17). pp.2057-2065.
Hoang, D.T., Igel, B. and Laosirihongthong, T., 2010. Total quality management (TQM)
strategy and organisational characteristics: Evidence from a recent WTO member. Total
quality management. 21(9). pp.931-951.
Sıtkı İlkay, M. and Aslan, E., 2012. The effect of the ISO 9001 quality management system
on the performance of SMEs. International Journal of Quality & Reliability Management.
29(7). pp.753-778.

Vanichchinchai, A. and Igel, B., 2011. The impact of total quality management on supply
chain management and firm's supply performance. International Journal of Production
Research. 49(11). pp.3405-3424.
Gotzamani, K., Longinidis, P. and Vouzas, F., 2010. The logistics services outsourcing
dilemma: quality management and financial performance perspectives. Supply Chain
Management: An International Journal. 15(6). pp.438-453.
Talib, F., Rahman, Z. and Azam, M., 2011. Best practices of total quality management
implementation in health care settings. Health marketing quarterly. 28(3). pp.232-252.
Wiengarten, F. and Pagell, M., 2012. The importance of quality management for the success
of environmental management initiatives. International Journal of Production Economics.
140(1). pp.407-415.
Usichenko, T.I., and et.al, 2013. Implementation of the quality management system improves
postoperative pain treatment: a prospective pre-/post-interventional questionnaire study.
British journal of anaesthesia. 110(1). pp.87-95.
Singh, K.P., Basant, N. and Gupta, S., 2011. Support vector machines in water quality
management. Analytica chimica acta. 703(2). pp.152-162.
Talib, F., Rahman, Z. and Qureshi, M.N., 2011. Prioritising the practices of total quality
management: An analytic hierarchy process analysis for the service industries. Total Quality
Management & Business Excellence. 22(12). pp.1331-1351.
Online
Introduction to Quality management. 2017. [online]. Available through:
<https://www.apm.org.uk/body-of-knowledge/delivery/quality-management/>.
[Accessed on 10th march 2017].
Quality Management and Enhancement Framework (QMEF). 2017. [online]. Available
through:
<http://www1.uwe.ac.uk/about/departmentsandservices/professionalservices/
academicservices/qualitymanagement/qualityframework.aspx>. [Accessed on 10th
march 2017].