Operations Management, Quality, Environment, and Health Report

This report analyzes the operations management of the Desert Cave Hotel, focusing on quality management, environmental management, and occupational health and safety. Task 1 explores the hotel's quality policy, stakeholder needs, and processes to meet those needs, including input-output processes, performance parameters, and continuous improvement programs. Task 2 examines the environmental management system, including its policy, stakeholder requirements, a printing process analysis, environmental aspects and impacts, objectives, targets, actions, and monitoring methods. Task 3 addresses occupational health and safety management, outlining legislative requirements, threat identification, hazard assessment, and mitigation strategies. The report utilizes tables to present data and includes references to support the analysis.

Running Head: Operations Management
Operations Management and Quality

Operations Management 1
Table of Contents
Task 1 Quality Management System...............................................................................................2
1.1 Quality Policy of Desert Cave Hotel.................................................................................3
1.2 Stakeholders and their needs.............................................................................................5
1.3 Process required to fulfil stakeholders’ needs........................................................................6
1.4 Input and Output for Process............................................................................................8
1.5 Performance Parameters.................................................................................................10
1.6 Continuous improvement program.................................................................................12
Task 2 Environment Management System....................................................................................14
2.1 EMS Policy..........................................................................................................................14
2.2 Stakeholders and their requirements....................................................................................16
2.3 Printing Process....................................................................................................................17
2.4 Environmental Aspects........................................................................................................20
2.5 Environmental Impacts........................................................................................................21
2.6 Environmental Objectives....................................................................................................23
2.7 Environmental Targets.........................................................................................................25
2.8 Environmental Actions........................................................................................................27
2.9 Monitoring and measuring methods....................................................................................30
Task 3 Occupational Health and Safety Management System (OHSMS): UTS...........................31
3.1 Requirements in terms of legislation...................................................................................31
3.2 Threat Identification.............................................................................................................32
3.3 Hazard assessment chart......................................................................................................34
3.4 Hazard Mitigation................................................................................................................35
References......................................................................................................................................37

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List of Tables
Tables Page no.
Table 1: Stakeholder’s Needs 6
Table 2: Input and Output processes: 9
Table 3: Performance parameters 11
Table 4: Stakeholder’s Requirements 18
Table 5: Environmental Aspects 23
Table 6: Environmental Impacts 25
Table 7: Environmental Objectives 26
Table 8: Environmental Targets 28
Table 9: Environmental Actions 30
Table 10: Risk Assessment 38

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Task 1 Quality Management System
1.1 Quality Policy of Desert Cave Hotel
 The major component of the quality policy is taking adequate care of the respected
customers of the hotel. Respected customers are the customers who are linked with the
hotel since a long time and they have always shown their integrity level towards the
hotel’s policies. The basic motive of setting up the quality policy is to provide
standardised services to its consumers and to make this experience more reliable and
unique, management of the hotel has always try to provide innovative products and
services in order to provide appropriate service quality to its consumers (AS/NZS
4801:2001).
 Adequate services have been provided in the hotel in relation to satisfy the needs of their
consumers. Desert Cave Hotel also offers its services to various institutions as well as
individuals in various forms. In order to improve the service quality, directors as well as
management of the organization has adopted the digital platforms for making its
consumers’ experience smoother and efficient (AS/NZS ISO 14001:2004).
 Adaptation of advanced techniques in order to serve qualitative services, organization has
been gained competitive advantage as well as their market share value has also been
increased. Along with the fulfilment of consumers’ needs, organization has also
developed a unique way through which achievement of goals and the objectives becomes
an easy task. Shareholders are treated as the crucial part of the organization and big share
of hotel’s profits are being distributed amongst them (AS/NZS ISO 9001:2008).
 Employees are vital element of the organization and their needs are also fulfil adequately
in order to take the organization in positive manner. Fulfilment of the employees’ needs
builds motivation qualities and it helps them to enhance their performance. Combined
and enhanced efforts of the employees help the organization to attain the desired targets
for the organization.
 In order to develop the adequate workplace environment for the employees of Desert
Cave Hotel, management has adopted certain policies in relation with providing safe,

Operations Management 4
secure and ethical working place to them. This helps the employees to feel safe and it
also builds a trust level towards the organization which leads to enhanced performance.
 In terms of improving the standards of the organization, various national and
international hotel standards and policies have been adopted and practiced by
organization to serve the qualitative as well as reliable services to its consumers. Desert
Cave Hotel has adopted the policy of segregating the targets into small portions through
which chances in relation to achievement of targets becomes easier. Apart from this,
customer feedback and other relevant programs have been initiated in order to improve
the services provided by them (Ashokkumar, 2014).

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1.2 Stakeholders and their needs
Stakeholders are the part of organization and they can also affect the performance of the
organization. Desert Cave Hotel is a strong competitor in the hotel and hospitality industry and
they have developed adequate goodwill in the competitive business environment. Shareholders
who have invested their capital in the hotel, employees who work for enhancing the performance
of the organization, etc. are known as the stakeholders of the organization. Shareholders expect
the good returns on their investment made with the company while employees expect
appreciation for good performance in monetary terms as well as in kind forms (Becker, Kugeler
& Rosemann, 2013). Following are some of the stakeholders:
Table 1: Stakeholder’s Needs
Stakeholders Needs
 Workers Security and satisfaction from job
 Society Adequate environmental conditions
 Stockholders Adequate rate of return over their investments
 Consumers Qualitative and satisfactory services
 Political parties Conducting ethical activities without affecting
environment, society or any other aspect.

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1.3 Process required to fulfil stakeholders’ needs
Numerous processes are available in order to fulfil the requirement of the stakeholders of the
organization. Below are some of the processes defined in terms of the above stakeholders’ needs:
 Workers: The major needs of workers from the organization are job security, job
satisfaction, adequate benefits, etc. In order to fulfil these needs, Desert Cave Hotel uses
satisfaction surveys from employees, training and counselling sessions and
providing adequate working place to the workers (Boella & Goss-Turner, 2013).
 Society: Society members expect ethical performance from the organization and as per
the quality policies discussed above in relation with Desert Cave Hotel; inadequate
guests are not allowed to have a stay with the hotel (Baker, Bouchlaghem & Emmitt,
2013).
 Stockholders: Fulfilment of the shareholders’ needs is bit difficult task because they
invest in the organization after reviewing the prior organizational performance. Hence,
the primary process through which organization could satisfy the stockholders’
requirements is sharing the clear and transparent image of the organization. Under
this process, organization could share the financial statements to them and apart
from this, inviting them for the annual general meeting in which organizational
performance, promotions, etc. are declared.
 Consumers: Consumers expect the adequate qualitative products in relation with their
payment made to purchase the certain product. They also want some changes under the
products which could help them to satisfy their needs at its optimum level. To fulfil this
type of clients’ needs, organization has adopted the consumer survey programs under
which consumers are asked to provide reviews in relation with the quality, features,
etc. of the product and any kind of issues can also be shared under the survey
system. This helps the organization to gain the knowledge in relevance with the clients’
requirements and the issues present in their products and services (Bryman & Bell, 2015).
 Political Parties: Desert Cave Hotel has proposed some systems through which all the
government’s needs in relation with the tax payment, consideration of environmental
conditions, etc. it is generally expected by the government that when a company operates

Operations Management 7
in their jurisdictions, the employment opportunities for the locals would be increased.
Desert Cave Hotel has introduced special quota in which localities are invited to
appear in the tests for job opportunities and on the basis of talents and skills,
candidates are appointed as per the organizational requirements (Goetsch & Davis,
2014).

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1.4 Input and Output for Process
Table 2: Input and Output processes:
Sustainable Environment program for resolving environmental challenges
Inputs Outputs
 Desert Cave Hotel’s policy in relation
to sustainable environmental conditions
(Hardison, et. al., 2014).
 Policy relevance to financial
sustainability.
 Appointment of environmental experts.
 Fulfilment of community’s needs
through approving environmental
friendly projects.
 Providing adequate training measures
to the employees for fulfilment of the
environmental needs.
 Implementation of international codes
of conduct in the workplace (Harris &
McCaffer, 2013).
 Providing adequate information to
shareholders regarding the organization
through true financial statements.
 Creation of risk management reports.
 Maintenance of the previous projects
reports (Blackman, 2016).
 Policy in relation to fulfilment of
government’s and other political
parties’ requirements.
 Management of the financial resources
available with the organization in order
to extract the optimum utilization from
those resources.
 Adaptation adequate training measures
to the employees to resolve the
environmental challenges.
 In order to increase the organizational
image in resolving the environmental
issues, organization has adopted
effective strategies.
 For building strong relations with the
employees, organization needs to fulfil
the requirements of its employees.
 Taking shareholders in confidence
through sharing true financial
statements.

Operations Management 9

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1.5 Performance Parameters
Under this unit, certain parameters will be identified in relation with the above process discussed
(Adaptation of sustainable environmental programs for resolving environmental challenges).
Performance parameters are used to analyse the effectiveness of the current procedures followed
by the organization. The methodologies used to perform the functionalities of the organizational
employees, organization needs to set some parameters through which achieved performance
could be matched with the performance was expected. Following are some of the parameters set
up for Desert Cave Hotel in order to achieve the desired goals and the objectives:
Table 3: Performance parameters
Performance Parameters Method for measurement
 Client Satisfaction  Survey or feedback method
 Adaptation of policies under which
resolution of consumers’ issues beings
the priority
 Building trust amongst the shareholders  Sharing transparent financial statements
to shareholders
 Feedback from shareholders
 Inviting them in the general meetings
 Making transactions efficient  Appointing experts for making the
process of the organization smooth and
flexible
 Consumption of time taken to make the
transactions efficient (Blaiki, et. al.,
2014).
 Observance of financial and
environmental policies
 Conducting internal and external
auditing
 Enhancing employees’ performance  Training & counselling sessions
 Monitoring programs

Operations Management 11
In order to enhance the organizational performance, Deseret Cave Hotel has adopted various
measures for enhancing the organizational performance. For this reason, organization has
improved strategies and the primary option they have adopted is feedback and survey method.
Reviewing the performance of the organization and the effectiveness of this method for
enhancing the organizational performance, customers’ feedback, shareholders’ feedback could
be taken for enhancing the process of the organization (Busch, et. al., 2012).