In-depth Report on Operations, Quality & Supply Chain Management

This paper provides a comprehensive analysis of operations, quality, and supply chain management, focusing on the Dubai World Trade Centre (DWTC) and Intercontinental Hotels and Resorts. It examines the benefits of lean manufacturing, the role of customer service, and the impact of various quality models on these organizations, including their advantages and disadvantages. Furthermore, the report defines different supply chain theories and their effects on the chosen organizations, along with an assessment of supplier contract requirements. The study highlights the importance of business operations, customer relationship management, and total quality management in achieving competitive advantage and customer satisfaction in the modern business environment. Desklib offers a range of study tools and resources for students.

Running head: OPERATIONS, QUALITY AND SUPPLY CHAIN MANAGEMENT
Operations, Quality and Supply Chain Management
Name of the Student
Name of the University
Author Note

1OPERATIONS, QUALITY AND SUPPLY CHAIN MANAGEMENT
Executive Summary:
The paper describes the business operation of two chosen organization World Trade Centre
(Dubai) and Intercontinental Hotels and Resorts. The paper focuses on the benefits of the lean
manufacturing on mentioned organizations along with role of the customer services. The
paper then describes the impact of the various quality models on the chosen organizations and
also specifies the advantages and disadvantages of them. Apart from that, the paper also
defines different supply chain theories and the impact of them on the mentioned
organizations. The paper also provides an assessment of the requirements of a supplier’s
contract.

2OPERATIONS, QUALITY AND SUPPLY CHAIN MANAGEMENT
Table of Contents
Introduction:...............................................................................................................................3
Overview:...................................................................................................................................4
1.1 Business Operations:............................................................................................................4
Dubai World Trade Centre:....................................................................................................4
Intercontinental Hotels and Resorts:......................................................................................5
1.2 Benefits of Lean Characteristics:.........................................................................................6
1.3 Customer Service:................................................................................................................9
DWTC:...................................................................................................................................9
Intercontinental Hotels and Resorts:......................................................................................9
2.1 & 2.2 Quality Models and Systems analysis:.....................................................................10
2.3 Advantages and Disadvantages:.........................................................................................11
3.1 Supply Chain:.....................................................................................................................20
Customer Relation Management:.........................................................................................20
Total Quality Management:.................................................................................................20
3.2 Logistics:............................................................................................................................21
DWTC:.................................................................................................................................21
Intercontinental Hotels and Resorts:....................................................................................21
3.3 Supplier’s Contract:...........................................................................................................21
Conclusion:..............................................................................................................................22
References:...............................................................................................................................23

3OPERATIONS, QUALITY AND SUPPLY CHAIN MANAGEMENT
Introduction:
The competitive world of business in the modern generation is ensuring that the
business organizations must focus significantly on their operations, supply chain management
and in ensuring the optimum quality for the products or the services that they offer
(Christopher 2016). These assets can be physical or intangible assets where the physical
assets will incorporate the assets which has a physical representation like the building of an
organization or the chairs and tables of the organization. The intangible assets lack the
physical presence like the goodwill of an organization or the copyright of an organization
(Seuring 2013). The process of a value creation from the available assets consists of several
business operations cycles. The supply chain management is one of the major segment of the
modern day business. It is known to be the management of movement of goods or the
services, a particular organization offers to the customers and in broader details the process
includes the flow and storage of the raw materials along with partially finished products
waiting for the completion and the finished goods (Hugos 2018). According to many critics,
the process consists of the parts like designing, planning, monitoring, controlling and
executing the concerned activities with the objective to increase the net value, the
construction of a competitive infrastructure and improvement in the matchup between the
demand and the supply (Brandenburg et al. 2014). The process generally has four stages
which are the planning, quality assurance, quality control along with the quality
improvement. The general principles for the process will be the customer focus, leadership,
improvement of quality, the decision making on the basis of concrete evidences along with
the customer relationship management (Wisner, Tan and Leong 2014). The purpose of the
paper is to evaluate the business operations and the methods relating to the operations with
precise focus on two of the reputed organization of different industries which are the Dubai
World Trade Centre and the Intercontinental Hotel Group. The paper also evaluates the

4OPERATIONS, QUALITY AND SUPPLY CHAIN MANAGEMENT
customer management of the organizations and the different quality models along with the
supply chain theories and the models that the chosen organizations or the industries are
applying.
Overview:
As mentioned earlier the chosen organizations for the paper will be the Dubai World
Trade Centre (DWTC) which is incorporated in the business events management industry and
the Intercontinental Hotel Group operating in the global hotels and hospitality industry.
DWTC is one of the renowned skyscraper in Dubai which was established in the year 1979
and is one of considerable number of branches of the World Trade Centres (Dwtc.com 2018).
The building was also ensured its place in the 100 dirham bank note. The Intercontinental
Hotel Group is also a renowned name in the global hotel industry founded in the year 1946.
The organization is currently operating at 180 places across the globe with having it’s
headquarter in Denham, United Kingdom (ihg.com 2018).
1.1 Business Operations:
Dubai World Trade Centre:
As mentioned earlier the mentioned organization is a notable business events manger
in United Arab Emirates. The general motive behind the construction of the building is the
execution of the various exhibitions like Gitex, Big 5 or Gulfood and business events of the
concerned nation (gitex.com 2018). The infrastructural excellence of the concerned building
enables it to operate with unmatched significance. The building generally consists of space
for exhibition of 1.3 million square feet along with 21 halls and 40 meeting rooms across the
three floors. This enables the organization to host more or less 500 events annually and in the
year 2015 it was able to host 396 events with a visitor’s number of 2.74 million (Dwtc.com
2018). The venue provides apartments and office space for the commercial uses. Two of the

5OPERATIONS, QUALITY AND SUPPLY CHAIN MANAGEMENT
specified objectives of the organization are to become a global leader in the business event
management industry and to increase their growth. The organization felt the need to effective
promoting of the venue as one of the significant operational business centre and the
management addressed the need with the designing of the services that the venue will offer,
the improvement of the existing business model that the venue is following, the introduction
of the essential modern technologies and the equipment which will enable the venue to be
known as reputed and preferred destination in the business event management industry along
with the recruitment of the efficient employees who will be able to manage the above
mentioned programs with the desired level of perfection. The management is able to properly
manage the inventory and control the quality of the services in order to ensure that the
services guarantee high quality. This is visible with the achievement of DWTC’s objectives
in such a low period of time along with increment in growth rate of the venue. However the
business operation still need to introduce some new innovative strategies which will make
sure that the services of the organization aligns with the customer demands and preferences.
Intercontinental Hotels and Resorts:
The idea behind the business operations of the IHG is to attract the businessmen and
tourists with the quality service in the luxurious accommodations or hotels in the notable
cities of UAE. The Export-Import Bank of United States was a major contributor in the
formation of the organization. The business management of the group was quick to
understand that their motive of social development in the Latin American region can also be
instrumental in generating huge amount of profit from the market and that instigated the will
of expanding the business across the globe. The Intercontinental hotel group is the parent
organization for the mentioned organization. The new opening of the hotels and the purchases
of other existing hotels were genuine proof of the fact that the group was considering the
business expansions with significant importance.

6OPERATIONS, QUALITY AND SUPPLY CHAIN MANAGEMENT
1.2 Benefits of Lean Characteristics:
DWTC Intercontinental Hotels
Improved Quality The infrastructural
development of the
organization was focused in
increasing the comfort level
of the business organizations
in hosting their events or
other operations (Bhamu
and Singh Sangwan 2014).
The organization
significantly restructured
their management and the
employees in order to
improve the quality of their
service. The lean
characteristics enabled the
organization to increase the
customer satisfaction.
Increased Efficiency As the organization was
operating in the business
event management industry,
the application of lean
characteristics enabled them
to properly figure out the
space so that they can use
them for commercial uses.
Following the lean method,
the organization was able to
implement various training
procedures in order improve
the skills and competencies
of the employees in serving
the customers with the
desired level of perfection.
Along with that the lean
method enabled the
organization to reduce the
cultural differences among
the employees in order to
work effectively in a team

7OPERATIONS, QUALITY AND SUPPLY CHAIN MANAGEMENT
(Fullerton, Kennedy and
Widener 2014).
Improved Visual
Management
The visual structure of the
occupancy of the various
business organization with
the specified time duration
was significant for the
DWTC in managing the
space.
The contribution of the lean
characteristics in the form of
the visual management was
significantly helpful for the
organization in mapping the
occupancy of the customers
along with the employment
map for the mentioned
organization (Wahab,
Mukhtar and Sulaiman
2013).
Problem Elimination Lean Characteristics enabled
the organization to
implement a search process
in order to find out the
issues relating to the
organization. This enabled
the organization to find out
the faults in the conduction
of the business events or the
commercial operations,
generated from the service
and features of DWTC. The
The lean characteristics was
instrumental in providing
the chance to assess the
difficulty of the employees
in managing the customer
demands with the desired
level of perfection. The
process also helped the
organization to analyse the
incapability of the
employees in managing their
quality while serving at

8OPERATIONS, QUALITY AND SUPPLY CHAIN MANAGEMENT
lean characteristics also
defines the way to find out
the solutions as well
(Sundar, Balaji and Kumar
2014).
adverse situations.
Greater Productivity Lean characteristics enables
the organization to manage
the floor area in the best
possible method so that the
organization gets the chance
to use the vacant parts and
that increase the
productivity of the
concerned organization.
The application of the lean
characteristics enabled the
organization to focus on the
improvement of employees
in terms skills and
competency in handing
different customer demands
which will increase the
customer satisfaction. The
generated customer
satisfaction will result in
repetitive buying of the
services and that will
significantly increase the
profit of the organization
(Rahman, Sharif and Esa
2013).

9OPERATIONS, QUALITY AND SUPPLY CHAIN MANAGEMENT
1.3 Customer Service:
DWTC:
The infrastructural development with the addition of the new rooms and the halls with
improved facilities will significantly impress the customers and along with that the quality
service of the employees will attract the customers significantly to use the organization for
their business operations. Apart from that the customer satisfaction in availing the building
spaces for their concerned business operation will also be instrumental as that will trigger
repetitive buying of the services by the customers from DWTC. Along with two mentioned
benefits that the organization is currently experiencing, the organization will also get a
competitive advantage over the other service providers of the same industry in United Arab
Emirates (David Mc 2013).
Intercontinental Hotels and Resorts:
The organization with assistance of the parent organization IHG group is able to
employ several employee development training programs which are focused in increasing the
skills of the employees and along with that, the cultural training programs are dedicated to
reduce the huge amount of cultural differences among the employees of the different nations
serving in the mentioned multinational organization. According to Radnor and Johnston
(2013), this will significantly increase their skills in acting as a team player which will
increase the quality of the services of that organization. Hence the level of the customer
satisfaction will increase with the formation of the customer loyalty among the customers
towards the Intercontinental Hotels and Resorts and that will be visible with the amount of
revenue IHG generated, which is 1.784 billion US dollar in the financial year 2017 (ihg.com
2018). The reason behind this huge amount of revenue is the repetitive buying of the
customers. This enabled the Intercontinental group in becoming one of most prestigious
organization in the global hospitality and hotel industry.

10OPERATIONS, QUALITY AND SUPPLY CHAIN MANAGEMENT
2.1 & 2.2 Quality Models and Systems analysis:
Models DWTC Intercontinental
ISO 9000 This enables the
organization to align their
floors and spaces according
to the customers demand
In the hospitality industry,
the mentioned model helps
the organization to follow
the current demands and
customer preferences in
order to create the desired
level of satisfaction among
the customers (Zhu,
Cordeiro and Sarkis 2013).
Total Quality Management TQM is instrumental in
creating a competitive
business environment in the
mentioned organization
TQM helps the mentioned
group to create a
competitive atmosphere
among the employees of
them so that each and every
employee drives towards the
production of quality service
to every customer (Sallis
2014).
Continuous Improvement
of Quality
It helps the mentioned
organization to look for the
sources of defects in that
particular organization for
which the customers are
The training programs for
the employees of the
concerned organization is
one portrayal of the
implementation of the

11OPERATIONS, QUALITY AND SUPPLY CHAIN MANAGEMENT
suffering, and helps the
organization to continuously
improve in those sections
(Clark, Silvester and
Knowles 2013).
mentioned model which is
focused in the continuous
development of the
employees and service of the
organization.
Six Sigma It has the impact on the
organization in the form of
the infrastructural
development which DWTC
had in order to align their
business operation with
customer demands (Pyzdek
and Keller 2014).
It helps the organization to
assess the incapability of the
employees in order to
perform in the desired level.
2.3 Advantages and Disadvantages:
Systems and Models Advantages Disadvantages Relevance
ISO 9000 The model has
significant
importance in
helping an
organization in
describing the
business objectives
and the new business
The owners and
managers do not
have clear
understanding of the
ISO 9000
certification process.
According to many
the excessive
documentation is
The model helps the
organization to reach
the requirements of
the customers and
the important
stakeholders and at
the same time it also
satisfies the
regulatory and