Operations, Logistics, and Supply Chain Management at Holiday Inn

This report provides an analysis of operations, logistics, and supply chain management within the context of Holiday Inn, a prominent player in the hospitality industry. It delves into key concepts and theories such as Total Quality Management (TQM) and the House of Quality, examining their application to enhance business performance and customer satisfaction. The report also addresses the importance of integrating economic, environmental, and social considerations through the triple bottom line approach. Furthermore, it offers recommendations for Holiday Inn to optimize its operational practices, improve employee training, and better align its services with customer needs, ultimately aiming for sustainable growth and enhanced market positioning. Desklib provides a platform for students to access this and similar solved assignments.

Understanding Operations, Logistics and Supply Chain Management

Table of Contents
INTRODUCTION...........................................................................................................................1
Introduction to the company........................................................................................................1
Corresponding theories/concepts.................................................................................................1
Triple bottom line........................................................................................................................5
Recommendation.........................................................................................................................6
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................7

INTRODUCTION
It is essential for organisation to successfully and effectively manage its operations in order to
attain desired goals and objectives of business. Operation management can be describe as the
management of day to day practice of organisational task or productions. Logistics management
is crucial part of business which is related to supply chain management of business. This
includes plans, implements and controls the efficient flow or storages of goods or services.
Operation management and logistics are significant in order to increase performance or
productivity of business (Mišić and Perakis, 2020). It is essential that logistics and operation
management have effective relationship in order to correctly manage business performance. This
report is based on Holiday Inn. This report includes information about different theories and
concepts which is significant for successfully managing business practices and operations. In this
report different aspects regarding economic, environmental and social approaches of the
organisation has been determined. Apart from this, various recommendation for organisation in
order to increase its performance has been analysed.
Introduction to the company
This organisation is dealing in hospitality industry and providing effective products and
services to customers in order to meet their demand. Holiday Inn organisation was developed in
year 1952 and founder of this organisation is Kemmons Wilson. Head office of this organisation
is located in Atlanta, United States. Holiday Inn is providing its products and services to large
customer base of worldwide market area. This is an American band of hotel and it is a subsidiary
of InterContinental hotels groups. Holiday Inn is one of the largest organisation which is
performing its function in hospitality industry (Fisher, Olivares and Staats, 2020). This
organisation is focusing on meeting different needs of customers by offering high quality
products and services. The major products and services of Holiday Inn organisation are Food
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services, lodging, conventions, meetings, time shares and so on. The two chosen topic for this
report is TQM and House of Quality for product design.
Corresponding theories/concepts
Total quality management
Total quality management is one of the crucial part concept which is significant for
managing quality of business. it is essential that respective company is considering high quality
of products and services for its customers in order to meet with the demand. Total quality
management is consider as the management approach for long term success and growth through
customer satisfaction (Cachon, Girotra and Netessine, 2020). According to this theory, it has
been analysed that all member of an organisation needs to participate in improving processes,
products, services as well as culture in the work. Total quality management is refer as the
management system for a customer focused organisation that includes all employees in the
continual improvement. Total quality management use strategies, data and effective
communication to integrate the quality disciplines into culture as well as practices of
organisation. Total quality management includes different principles which are significant for
Holiday Inn organisation in order to enhance its business performance and productivity.
 Customer focused – Customers are very important part of organisation as it play crucial
role in enhancing overall revenues and growth of business. Total quality management is
customer focused and it assist in determining needs of customers. It is crucial for Holiday
Inn company to be customer focused in order to enhance its overall quality level. There
are different practices that could be conducted by Holiday Inn company such as training
of employees, customers feedback, return rates and so on in order to identify customer
satisfaction level.
 Total employee involvement – As per this principle it is crucial that every person of
organisation is involved with business practices in order to provide better and effective
customer services. It is crucial that Holiday Inn organisation is providing different
opportunities to employees so that they have involvement in performing practices of
business and improve quality of service provided.
 Process cantered – Total quality management is a process focused system and it will not
be able to perform effectively if processes is not clear (Dogru and Keskin, 2020). Fault
in process will lead to have negative influence on overall performance of Holiday Inn
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organisation. It is crucial that each and every step of process is effectively monitored with
the motive of assessing, maintaining and improving quality of business.
 Integrated system – This is refer that company needs to have proper integrated system
which allows effective total quality management. It is crucial that organisation functions
are integrated with each other in order to provide effective total quality management.
Quality standards should be understood as well as applied to across all functions and
departments of organisation.
 Strategic and systematic approach – This principle of total quality management is
significant in order to improve quality level of organisation. It is essential that Holiday
Inn organisation have proper strategic as well as systematic approach in order to conduct
organisational practices in effective manner as well as accomplishing business goals.
 Continual improvement – This can be describe as the continuous growth and
development of business by providing high quality products and services to customers
(Lohmer and Lasch, 2020). it is crucial for Holiday Inn organisation to focus on
continuous improvement that will lead to drive all employees for constantly seek
different ways of improvement. Through this employees of respective company can
identify various ways through which they become more competitive as well as deliver
high quality products to all stakeholders.
 Fact based decision making – It is important that different fact and elements of
organisational are analysed in order to take effective business decision. It is essential for
Holiday Inn organisation to assess various factors such as sales data, revenues, customer
retention rates and so on. This will assist respective company to take right decision which
will increase business quality.
 Communication – According to this principle of total quality management it has been
analysed that organisation should have effective communication. This will help Holiday
Inn company to successfully implement significant changes with in organisation for the
sake of business improvement.
House of Quality
This concept of quality management is consider as the large process that is called QFD. This
stands for quality, function, deployment which is effective for successfully managing different
functions of organisation as well as increasing quality of business products and services
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(Sabbaghtorkan, Batta and He, 2020). This process is significant for quality monitoring which
focus on the function of execution of a quality plan as well as application of resources for
deployment of that plan. House of quality is refer as the process for product development which
is majorly inspired by customer desires for product and process development. It is anchored by
the capabilities and resources of business seeking to meet different desires. House of quality
includes the process of listening to customers, translating customer desires into a well written
plan as well as prioritizing different steps of execution which is based on the most important to
customers along with this putting a realistic plan on paper. There are different and crucial
purpose of house of quality concept which is mention below in detail –
 Understand customer desires – It has been analysed that many times customer do not
know want they want or need. The aim of quality function deployment is to understand
the customer better and effective manner than they know themselves in order to provide
better quality services (Atasu and et.al., 2020). It is essential for Holiday Inn company to
understand the customer even better so that services of customer is ideal solution for
customers wants or desires.
 Understand customer priorities – It is essential for organisation to understand customer
need and priorities in significant manner so that organisation is able to successfully meet
with the requirements of customers. Holiday Inn company needs to break needs of
customers on the basis of prioritized parts so that better services in provided which lead
to meet customer satisfaction level.
 Departmental buy In – It has been identified that disagreement and misunderstanding
between organisation department can lead to analysing what is actual needs of customers.
This will assist in better or effective decision making that lead to increase capabilities of
business for attaining desired goals. All areas of Holiday Inn company needs to be
properly informed regarding the customer’s needs so that they can create a proper
processes for developing, marketing as well as selling of these needs.
 Translate customer desires into goals and technicalities – This is one of the crucial part of
house of quality concept as in this customers desired are classified as per the priority as
well as specific process or resource planning of organisation will also take place. This is
significant in order to offer high quality products and services to potential customers as
well as meeting with the customer requirements (Bastani, Zhang and Zhang, 2020). This
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process of translating customer desired into goals and technicalities lead to development
of useful diagram which is labelled the House of Quality.
 Specify traceable requirements – It is essential that specific requirements for the
execution of customer products and process are laid out properly. Holiday Inn company
needs to develop a proper document for determining requirements which is according to
the customer needs and wants. This is effective for better decision making as well as
enhancing performance of business. It is essential that different requirements is traceable
by organisation in order to successfully meet with the requirements of customers as well
as enhance overall services of business.
 Provide structure – It is important for Holiday Inn organisation to provide a logical,
executable, traceable structure in order to organize ideas. This is effective for better
decision making as well as enhancing overall performance level of business. QFD is
significant in order to provide a logic and structure in order to deal with the front end of
product development so that it is more effective and efficient.
 Allocate resources – It is essential for organisation to analyse and evaluate different
resources of organisation which is needed in order to successfully and effectively provide
services. Holiday Inn company should have right allocation of resources so that company
can offer high quality services.
Triple bottom line
It is essential for organisation to consider economic, environmental as well as social
approaches in order to successfully performing organisational task. Economic approach is related
to finance as it will lead to have major impact on overall performance or profitability of business.
Consideration of economic approach will lead to assist in increasing profitability of organisation
as well as accomplish desired goals and objectives (Grover, Kar and Dwivedi, 2020).
Environmental aspect of organisation is related to climate condition, pollution and other factors
of environment. It is essential for respective company to consider sustainability of environment
while conducting organisational task in order to significantly manage performance of
environment. Holiday Inn company is able to develop better and strong market image in market
area by providing high quality services through the consideration of environment. Social
approach includes several elements which lead to social welfare. It is essential that Holiday Inn
company is considering needs and wants of society while offering its products and services. it is
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crucial for respective company to consider social approach in order to meet with the needs of
society.
Recommendation
There are different recommendation for Holiday Inn company which will lead to increase its
performance and operations. It is essential for organisation to identify and determine needs of
customers while providing products and services. This will assist respective company to
successfully meet with the demand of customers. It is recommended that Holiday Inn
organisation is providing appropriate training to its employees in order to increase their skills and
capabilities.
CONCLUSION
From the above report it can be concluded that operation management and logistics are
crucial for growth and development of organisation. There are different approaches such as total
quality management and house of quality that will influence quality services of organisation.
This will lead to enhance business performance and attain desired goals.
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REFERENCES
Books and Journals
Mišić, V.V. and Perakis, G., 2020. Data analytics in operations management: A
review. Manufacturing & Service Operations Management, 22(1), pp.158-169.
Fisher, M., Olivares, M. and Staats, B.R., 2020. Why empirical research is good for
operations management, and what is good empirical operations management?. Manufacturing &
Service Operations Management, 22(1), pp.170-178.
Cachon, G.P., Girotra, K. and Netessine, S., 2020. Interesting, important, and impactful
operations management. Manufacturing & Service Operations Management, 22(1), pp.214-222.
Dogru, A.K. and Keskin, B.B., 2020. AI in operations management: applications,
challenges and opportunities. Journal of Data, Information and Management, 2(2), pp.67-74.
Lohmer, J. and Lasch, R., 2020. Blockchain in operations management and
manufacturing: Potential and barriers. Computers & Industrial Engineering, 149, p.106789.
Sabbaghtorkan, M., Batta, R. and He, Q., 2020. Prepositioning of assets and supplies in
disaster operations management: Review and research gap identification. European Journal of
Operational Research, 284(1), pp.1-19.
Atasu, A. and et.al., 2020. Sustainable operations management through the perspective of
manufacturing & service operations management. Manufacturing & service operations
management, 22(1), pp.146-157.
Bastani, H., Zhang, D. and Zhang, H., 2020. Applied machine learning in operations
management. Available at SSRN 3736466.
Grover, P., Kar, A.K. and Dwivedi, Y.K., 2020. Understanding artificial intelligence
adoption in operations management: insights from the review of academic literature and social
media discussions. Annals of Operations Research, pp.1-37.
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