Quality Management in Marriott: Operations and Efficiency Analysis

This report delves into the operations and service management practices of Marriott International, focusing on quality management as a key operational practice. The analysis examines the impact of quality management on the organization's efficiency, highlighting improvements in decision-making, customer relationships, and customer-centric service delivery. The report also evaluates the integration of technology, such as cloud computing, analytics, and chatbots, to enhance service quality and customer satisfaction. Furthermore, it identifies supporting functions linked to operations management and assesses their contribution to organizational success, emphasizing the importance of continuous improvement and stakeholder relationships. The report concludes by underscoring the significance of quality management in achieving business objectives and competitive advantages within the hospitality industry.

Operations and services
management

Table of Contents
INTRODUCTION...........................................................................................................................3
Main Body.......................................................................................................................................3
1. Identify one operation management practice within a chosen organisation.......................3
2. Critically analyse how this operation management practice impacts the organisation in
regards to efficiency...............................................................................................................5
3. Evaluate how technology could be embedded in this process or evaluate how this has
already been achieved.............................................................................................................6
4. What supporting functions are linked to this operation management practice and evaluate
how can they assist with ensuring organisational success?....................................................8
Conclusion.......................................................................................................................................9
REFERENCES..............................................................................................................................10

INTRODUCTION
In today's business world, operations and service management is considered to be one of the
crucial administrationthat helps a business within any sector to perform all the activities in a
rightful manner. Over the years, business organisations utilised operations department where the
raw material changes into final good or the service. In this report, Marriott International is
considered as the organisation which will help in understanding the whole practice of operations
management considering a particular practice which is quality management (Li and et. al., 2016).
On the other hand, report will be delivering information in relation to the impact of quality
administration practice within operations management of Marriott. Also, report will also put light
on how technology is specifically being embedded within the process of operations management
in order to achieve the desired goal. Lastly, description will be given in relation to supporting
functions which are directly linked with operations management.
Main Body
1. Identify one operation management practice within a chosen organisation
Quality Management (Best operations management practice):
Within hospitality industry, practicing quality assurance specifically considered as one of the
crucial element within the operations department of a hotel chain like Marriott International.
Specifically, quality management guarantees that a hotel, item or administration is reliable. It has
four principle parts: quality arranging, quality affirmation, quality control and quality
improvement. Quality administration is centred on item and administration quality, yet in
addition on the way to accomplish it. Quality administration, thusly, utilizes quality affirmation
and control of procedures just as items to accomplish increasingly steady quality. What a client
needs and is happy to pay for it decides quality (Lee, 2018). It is a composed or unwritten
responsibility to a known or obscure client in the market of hospitality industry.Therefore;
Marriott international which is one of the famous American multinational hotel chains has kept
its focus on improvising quality.
In this manner, quality can be characterized as qualification for planned use or, as it were, the
means by which well the item plays out its proposed work. Away with this, Quality Management
experts consider administration of Marriott International with different range of attributes and

these are fulfilling a lot of expressly or verifiably characterized innate attributes. Some of these
are given underneath:
 Giving items or administration includes that clients need. These highlights lead to
consumer loyalty and surpassing client desires, which, thusly, lead to expanded income
for the maker. Guaranteeing Quality by including highlights that clients need while
guaranteeing consistency and unwavering quality with each emphasis has an expense,
however the expense of not grasping Quality is a lot higher, including lost piece of the
overall industry, lost brand image, and reviews because of structure and assembling
defects. Since, Marriott International is performing within hospitality industry where
quality concerns which has been considered by clients are not followed then it will
directly impact negatively upon overall performance level of Marriott International.
 Planning highlights that are liberated from insufficiencies and blunders. Items or
administrations that are insufficient and don't fill in as they ought to require improve or,
on the off chance that they make it to the commercial center, lead to exorbitant reviews
and client disappointment, all of which costs an association cash, time, and brand
trustworthiness (Gurvich, Lariviere and Moreno, 2019). Deformities found at later phases
of item advancement are definitely more expensive than if they had been found
earlier.Therefore, it is pretty much required by Marriott International to reduce the
chances of decrease within quality management system which has been followed by them
and this can easily be done through utilising continuous improvement plan along with the
lean production system.
 Guaranteeing progressing continuous improvement (CI) to address the underlying drivers
of deformities that are inborn in procedures, apparatuses, and structures and that have a
huge effect. By tending to the main drivers through CI as opposed to the side effects,
associations can lessen the Cost of Quality, increment productivity, continue a Culture of
Quality, limit revise exercises within Marriott International like front line office, diminish
scrap within kitchen area, and at last have less review occasions. Income at that point
increment because of improved item quality, more significant levels of consumer loyalty,
and expanded piece of the overall industry.In present context, Just in Time approach can
be adopted by Marriott International as this will help them in improving overall

performance level through reducing the waste materials while serving best experience to
the clients.
2. Critically analyse how this operation management practice impacts the organisation in regards
to efficiency
The Primal impact that quality management which is considered as the best operation
management practice for Marriott International will directly help hotel in enhancing overall
performance level in much effective and efficient manner. Efficiency among different areas of
the hotel can be understood with a range of examples and these are given underneath:
 Continuous practice of quality management, directly impact positively on Marriott
International because it will improve the evidence based decision making process of the
hotel. This could be understood with good example of operations management of
Marriott International where previously, management of this hotel was delayed due to
many reasons like decision takers were so many in the hotel. Instead of that, hotel took
decision to first take the suggestions from employees who directly deals with the clients
and rather than focusing on the organisational structure which was functional previously
now it has changed to lead lean organisation structure, where decisions are taken by a few
members only after taking suggestions from staff (Robinson and et. al., 2016). This has
improved the overall quality of service which was delivered by Marriott International.
 Another positive impact which Marriott International has gained from adopting quality
management system is that it directly helped them in building relationships with the
customers. This could be understood with another good example of the staff of Marriott
International, where management has given training in order to improve the quality of the
overall services that has been given by them to their clients so that satisfaction level can
easily be improved. This has helped Marriott International to enhance the overall
performance level and to gain competitive advantages through delivering right service to
the client and the correct time.
 Utilisation of quality management and considering it as a practice within Marriott
International has led hotel to become much more customer centric service provider. This
can also be understood with a good example where, friendly behaviour of staff and
organic food offered by management of this hotel has specifically enhanced the cause of
all the staff members towards their clients (Mijumbi and et. al., 2016). Previously,

Marriott International used to utilise service centric approach, which impacted negatively
on overall performance level of hotel, because this approach did not consider all the
requirements and the needs of customers.
 Practice of quality management within operations administrations ofMarriott
International will help hotel in utilising different approaches to you are sure the effective
quality is being provided to clients and some of these are: total quality management, just
in time, lean production, continuous improvement and many more (Lusch, Vargo and
Gustafsson, 2016). This will directly help Marriott International to improve the overall
quality of the service from existing situation. Although, it is much neededfor Marriott
International's management to take right decision while utilising a particular approach as
this can also increase the cost as well, which may impact negatively upon profit margins
of the hotel.
Therefore, these are said to be some of the crucial impacts that can be seen within Marriott
International while delivering different range of services to the clients at world
level.Relationship with the clients is tied in with making commonly advantageous relations with
providers. Diverse invested individuals can affect the organization's exhibition. The association
ought to deal with the flexibly chain process well and advance the connection between the
association and its providers to enhance their effect on the organization's presentation. At the
point when an association deals with its relationship with invested individuals well, it is bound to
accomplish supported business coordinated effort.
3. Evaluate how technology could be embedded in this process or evaluate how this has already
been achieved
Quality Management is the process that involves monitoring and overseeing all the tasks and
activities so that desired level of output is maintained. It includes various tasks such as
formulating quality policy, developing and implementing the quality plan, quality improvement
and control (Gibsonand Parkman, 2018). It is one of the most important practices in an
organization and make sure that the cash flow is increased, customers are loyal to the products
and services, employees are satisfied etc. Incorporating latest technology within quality
management can take an organization to new heights and also significantly contribute to its
overall performance and profitability. Marriott is one of the largest and widely known hospitality
organization across the world.

The company has incorporated latest technology and tools in its system in order to
maintain the efficiency of its business operations. Marriott makes use of cloud computing which
has been very beneficial for it. Some of the benefits include reduced expenses relating to
Information Technology as well as greater scalability. Today technology has become one of the
most important components for organizations in order to help them run their business activities
in an effective manner. Also, technology can help in improving the overall quality of products
and services that are offered by the company to its customers. This is also because customers
demand high quality products and services at prices that are affordable and not heavy on their
pocket. This is the reason which has contributed to the overall customer satisfaction in the
market.
Quality Management technology comprises of different types of tools that are used to
measure and monitor the overall delivery of services. Quality management has contributed to the
overall enhancement of awareness regarding quality among customers. Marriott has installed
different technological tools that help it in understanding the needs as well as expectations of the
customers and fulfilling the same without any compromise on the quality (Hitt, Xu and Carnes,
2016). Chat and voice-bots are some examples of the tools that the respective company has used.
Also, if an organization has a good quality management system, it will contribute to the overall
performance as well as productivity of the same. Customers will be ore satisfied and thus
profitability of the company will go up. But if the company fails to implement latest technology
in its system, it will adversely affect the overall position and performance of the company.
Another technology that can be implemented is that of analytics, which will help the
company in improving as well as optimizing different online campaigns that are carried out by
the company. Therefore, implementing effective technology in its system, Marriot has been able
to maintain overall quality of its products as well as services (Uhl and Gollenia, 2016). This is
also the reason why respective company has a large base of customers who are highly satisfied
with the company’s products and services. This has further led to the company gaining
competitive advantage against its competitors. Quality management, therefore, helps in reducing
and eliminating defects as well as errors from the products and services.

4. What supporting functions are linked to this operation management practice and evaluate how
can they assist with ensuring organisational success?
Operational management practices of Marriot organisation will assist in enhancing
performance of organisation as well as accomplishment of business objectives (Uhl and
Gollenia, 2016). There are several functions that are supportive to operation management
practices and help in enhancing performance of organisation. It is crucial for Marriott
organisation to consider high quality in operational practices in order to enhance experience of
customers with in organisation. There are different functions of business such as marketing,
human resource and finance that will support operational management practices and along with
this help in quality management of respective company.
Marketing – This function of organisation is related to promoting and advertising products
and services of Marriot hotel. Marketing function will support operations of business by
attracting large number of customers towards business. High quality in marketing function will
assist in conducting effective operation of business and meeting with customers requirements.
Human resource – Human resource function of Marriot will assist in enhancing capability
and potential of employees to conduct business activates in more effective manner. This function
will support operations of respective company by enhance quality of employees work as well as
standards of business.
Finance – This is significant function that will lead to have major impact on quality of
business performance (Kopardekar and et.al., 2016). Finance function of Marriot organisation is
responsible to providing appropriate budget to company so that required task can be performed
in better way and company is able to maintain its standards.
All of these are the crucial function of organisation and assistance of these function to
operation management practices will lead to have positive impact on business. This will help in
enhancing capability and potential of Marriot company employees. so that they can successfully
archive set objectives of business. marketing function play crucial role in identifying requirement
of customers and influencing them towards respective company. Marriot organisation needs to
provide high quality services to its potential customers as this will help in developing strong
relationship with them. This will lead to enhance brand image of Marriot hotel and increase
loyalty of customers to business. Human resource will help on making sure that all employees is
able to work with high quality standards of business.

Operation management practices should be performed in effective manner that will lead to
successfully attain set objective of organisation. Human resource function will lead to
management of quality of work done by employees as well as the services that is offered to
customers. Management of quality will help in performing organisational task as per the set
standards of business (Hitt, Xu and Carnes, 2016). Finance function of Marriot will help in
managing money and other financial resources of respective company in correct and accurate
manner. This function of organisation makes sure that Marriot company have require capital and
other resource to conduct different processes. Correct management of capital and financial
resource will help in quality management in operational practices of business. This will help in
timely accomplishment of desired goals.
Conclusion
With the help of above mentioned report, it can easily be said that it is pretty much required by a
hotel chain which is dealing within hospitality industry to control all the quality measures as it
will help them in sustaining within the market for a longer period of time. Improvement within
existing quality consideration will also deliver positive outcomesfor a hotel like Marriott. Along
with this, making updates among existing technology used bye hotel for quality management,
easily help hotel in enhancing customer loyalty in much effective and efficient manner.

REFERENCES
Books and Journals
Gibson, P. and Parkman, R., 2018. Cruise operations management: hospitality perspectives.
Routledge.
Gurvich, I., Lariviere, M. and Moreno, A., 2019. Operations in the on-demand economy:
Staffing services with self-scheduling capacity. In Sharing Economy (pp. 249-278).
Springer, Cham.
Hitt, M.A., Xu, K. and Carnes, C.M., 2016. Resource based theory in operations management
research. Journal of Operations Management, 41, pp.77-94.
Kopardekar, P., and et.al., 2016. Unmanned aircraft system traffic management (UTM) concept
of operations.
Lee, C.K.H., 2018. A review of applications of genetic algorithms in operations
management. Engineering Applications of Artificial Intelligence, 76, pp.1-12.
Li, F and et. al., 2016. How smart cities transform operations models: a new research agenda for
operations management in the digital economy. Production Planning & Control, 27(6),
pp.514-528.
Lusch, R.F., Vargo, S.L. and Gustafsson, A., 2016. Fostering a trans-disciplinary perspectives of
service ecosystems. Journal of Business Research, 69(8), pp.2957-2963.
Mijumbi, R and et. al., 2016. Management and orchestration challenges in network functions
virtualization. IEEE Communications Magazine, 54(1), pp.98-105.
Robinson, P and et. al., 2016. Operations management in the travel industry. Cabi.
Uhl, A. and Gollenia, L.A. eds., 2016. A handbook of business transformation management
methodology. Routledge.