Pearson BTEC Unit 32: Quality Management in Business Report

This report examines quality management within the context of a 3-star hotel, Space Apart, in London, referencing various quality management approaches. It defines quality, discusses inspection processes, and explores the role of quality in business, emphasizing the importance of customer satisfaction. The report analyzes different quality management approaches, including Edward Deming's, Juran, and Crossby's approaches, comparing their similarities and differences. It further delves into continuous improvement, added value, and the significance of effective marketing and information provision to users. The report also covers quality management measures, the benefits of user surveys, methods of consultation, and the importance of a complaints procedure. The report aims to provide a detailed overview of quality management principles and their practical application in a business environment.

UNIT 32 QUALITY MNG

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Role of quality in business...................................................................................................1
1.2 Define process of inspection.................................................................................................2
1.3 Quality management approaches..........................................................................................2
1.4 Similarity and difference between various methods............................................................3
TASK 2............................................................................................................................................4
2.1 What is customer satisfaction................................................................................................4
2.2 Define continuous improvement..........................................................................................5
2.3 Different types of added value..............................................................................................5
2.4 Informations that are provided to users. Importance of effective marketing........................5
TASK 3............................................................................................................................................6
3.1 Quality management measures.............................................................................................6
3.2Benefits of conducting user and non- user survey................................................................7
3.3 Methods of consultation employed and encouraging them for increase their participation. 7
3.4 Importance of complaining procedure..................................................................................8
TASK 4............................................................................................................................................8
Enclosed in Ppt...........................................................................................................................8
CONCLUSION................................................................................................................................8
REFERENCES ...............................................................................................................................9

Illustration Index
Illustration 1: Categories of qualities...............................................................................................2

INTRODUCTION
Quality management refers to the process through which organisation is able to ensure
about the functioning of products. This is considered as an essential step in order to maintain
reputation of company. Through providing services of effective quality company is able to
attract more number of consumers (Ahmad and et. al., 2014). This report is based on the quality
management process. Complete report is refereed in context of Space Apart hotel of London. It
is listed into the category of 3 star hotels of UK. They are providing various services and
accommodations to their users. In this report various process are applied in order to assure
quality. Along with this various theories and models are considered. Comparisons are also
considered to identify similarity and differences among them (Cabrerizo and et. al., 2015). In
order to maintain quality another important element are customer satisfaction, effective
communication. Along with this modifications and changes are also introduced into the system
for effective results.
TASK 1
1.1 Role of quality in business.
Quality management refers to the process of ensuring effectiveness of products that are
being provided by the organisation. This is considered as an essential factors in business
organisation. Through this companies are able to attract more number of clients and increase
their profitability (Calabrese and Corbò, 2015). In order to maintain quality of services and
products, formulated approaches are considered by firms. Space Apart hotel considers this
method in order to manage services effectively. Through maintaining quality of services,
clients will prefer their services. It results into increased growth and maximised profitability of
company. With the help of this step hotel administration is able to analyse the effectiveness of
services provided by them (Clark, Silvester and Knowles, 2013).
For example Space Apart hotel is trying to expand their business and become 4 star, it
requires more number of clients. Along with this good market image is also necessary. In order
to attract more customers organisation should provide services of effective quality. To provide
good services, quality management is developed into organisation. They are monitoring
processing through proper structure. For this different factors are also considered by them ( José
Tarí, Heras-Saizarbitoria and Pereira, 2013). Such as quality of staff on the basis of their
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communication, performance, customers feedbacks and so on. In order to maintain this various
training and skills enhancement programs are organised (Khanam, Siddiqui and Talib, 2016).
(Sources: Quality of internal audit. 2017)
1.2 Define process of inspection.
Space Apart hotel implements various approaches into their organisation. Some of them
are fo0llowing:
 Quality Planing: This is considered as an initial step, of inspecting quality of services.
With this help of this step organisation is able to identify necessary quality for the
services. Through this process Space Apart hotel is able to identify effective standard
qualities that can help the organisation, in order to attract more number of customers. In
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Illustration 1: Categories of qualities

order to implement effective plans various factors are analysed such as budget, designs,
preference and so on (Leavengood, Anderson and Daim, 2014). With the help of these
effective results are achieved.
 Quality Assurance: This step is considered when process is running. The effectiveness
of services are dependent on the evaluation and implementation process. Space Apart
hotel considers this as an essential process. With the help of this activity they are able to
identify success of the process.
 Controlling: This is considered as third step of inspection process. With the help of this
activity company is able to analyse the effectiveness of the process. If the procedure is
producing ineffective results, necessary changes can be implement (Lu, Alanne and
Martinac, 2014).
 TQM: In order to maintain standards of services that are being provided by Space Apart
hotel this method is considered. In this process various steps are considered such as
planning, implementing, analysing and so on.
1.3 Quality management approaches.
Space Apart hotel implements quality management approaches for effective results.
Some of the approaches are following:
Edward Deming's Approach
This is considered as a core quality management approach. It is based on 14 points in
order to generate effective results (Oakland and Morris, 2013). Such as organisation should have
stable purpose of developing services or products. All the techniques and approaches that are
being implemented into the process should be advance. Inspection process should be conducted
effectively. Manufacturing cost also minimized (Lu, Alanne and Martinac, 2014). Improvement
should be implemented at various steps. Training should be also provided to employees. No
barriers should be present between employees and authorities. Multiple goals and targets should
be eliminated and everyone should focus on single objective. With the help of this approach
Space Apart hotel is able to reach their objective effectively. Through identifying needs service
can be implemented effectively (Oakland and Morris, 2013).
Juran Approach
According to the quality management theory provided by Juran, services should be
able to meet needs of customers. Products should be able to satisfy customers. Steps that are
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involved in this activity like planning, controlling and improving qualities. It helps the to
understand needs and demands of clients effectively (Perrot and et. al., 2014). Along with
development process will be smooth and results better outcomes. Through the quality approach
performance of the process can be analysed and under improvement step changes are introduced.
Crossby Approach
This quality management approaches considered both the above process. Planning ,
controlling and implementation all the three steps are considered. All the three activities work
in order to achieve objective of customer satisfaction. With the help of this organisations are
able to get effective results, as chances of failure is negligible. Therefore, it is one of the
widely implemented approach (Stern and et. al., 2014).
On the basis of above discussion Space Apart hotel considers Edward Deming's
Approach. With the help of this approach they are able to identify needs and expectations.
Therefore, services can be provided effectively (Clark, Silvester and Knowles, 2013).
1.4 Similarity and difference between various methods.
Following are similarity and differences of various approaches:
Basis Edward Deming's
Approach
Juran Approach Crossby Approach
Requirement standard All the needs and
requirements of users
are effectively
considered under this
process.
In this process major
emphasis is provided
on the step on which
process is distributed.
Such as planning,
implementing and
controlling.
This approach is
based on combined
strategies implemented
in remaining two
approaches.
Responsibilities for
management.
For effectively
implementing this
method, set of
questions are
developed by the
higher authority of
In order to effectively
implement this
approach top
management
authorities are
involved. Advance
In this process
various levels of
organisation are
involved from top to
bottom. Along with
this it depends on the
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organisation (Frustaci
and et. al., 2014).
approaches and
strategies are
implemented for
effective results.
environment of
organisation.
Goals To meet demand of
customer.
Implement continuous
improvement.
Continuous
improvements are
implemented in order
to remove all the
defects of the process.
TASK 2
2.1 What is customer satisfaction.
Customer satisfaction refers to the process under which organisations provides services
to clients in order to meet their demands. This is considered as a n essential step. With the help
of this process they can attracts more number of clients. Profitability and growth of firm also
depends on this factors. In order to influence users, services should meet their exceptions.
Team of Space Apart hotels provides services of effective quality (José Tarí, Heras-Saizarbitoria
and Pereira, 2013). Along with this they also consider various techniques to measure their
experience. On the basis of the outcomes various techniques are considered by them. With the
help of this process they are able to implementation strategies to meet their demands.
2.2 Define continuous improvement.
It is refers to the process under which improvement is happening continuously. This is
considered as a flexible approach but sometime fixed steps can be also considered. This
process is totally dependent on the situations. In order to effectively implement this process
detailed information about the process is necessary (Leavengood, Anderson and Daim, 2014).
On the basis of available resources and requirements procedures are considered. This step is
considered on products and services that are being provided by the organisation. For effectively
implement this step various steps are considered such as applying feedbacks, evaluating
efficiencies and implementing steps. Along with this small changes are also handled
effectively.
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2.3 Different types of added value.
There are various types of added values are available, thorough which they are able to
gain to profit. Some of them are following:
 Quality Added value: It refers to the quality of the product or service. In this step
organisations tries to implementation services in such as way that it effectively meets
the demands of the users. Such as Space Apart hotel implement this approach while
providing accommodation services to their customers (Lu, Alanne and Martinac, 2014).
During that time all the requirement are previously implemented by the organisation.
 Environmental Added values:In this process major emphasis is provided on impact of
services on the environment. Organisation have to make sure that products provided
by are not creating harmful impact nature and environment.
 Causes related values: With the help of this market strategies are considered. Through
this process organisations are providing some part of their profit for the well fare of the
society (Clark, Silvester and Knowles, 2013). Like on health and educational facilities.
2.4 Informations that are provided to users. Importance of effective marketing.
Before start using any product or service of any organisation. Customers always
consider various factors and compare different products. In order to make user aware about the
organisation should provide all the necessary information. Usually ,customers wants to know
about the background of company (Frustaci and et. al., 2014). Therefore, organisation should
provide all the general details such as mission, objective, strategies and along with this brief
details about the services and products. Along with this customers can be also provided about
company or product. This all things creates powerful impact on the company. Informations
can be effectively provided to the users through various mediums such televisions, social
media, digital and print media can be also implemented (Hohenberger, Merkel and Hermanek,
2013). It is considered as an important step to connect with maximum customers and increase
growth of company. Along with this it helps to understand needs and demand , on the basis of
this quality of services can be effectively maintained.
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TASK 3
3.1 Quality management measures.
There are various types of quality measure approaches are available. Some of them
following:
 Structural measure: With the help of structural measures, capacity and quality of
related to the product can be analysed effectively. Space Apart hotel consider this
process into their organisation. With the help of this process they are able to implement
changes in order to maintain effectiveness of system (W.Edwards Deming's 14 points for
total quality management , 2017).
 Process measure: Through this step quality of the processes can be analysed. Space
Apart hotel implement this measure approach to identify effectiveness of various
services that are provided to the customers.
 Outcomes measure: These is considered as an final measurement approach with the
help of this performance of activity can be analysed. In this step various factors are
considered. Such as how effectively services are able to fulfil the requirement. If it
satisfying the minimum requirement, then it is passed. Otherwise changes will be
implemented.
With the help of these three steps Space Apart hotel is able to measure effectiveness of
their accommodations services (Juran's quality management approach, 2017). If any
ineffectiveness is identified in the product, necessary changes are implement. Along with this
feedbacks of clients are also considered in order to implement necessary changes.
3.2Benefits of conducting user and non- user survey.
In order to understand needs and demands of users surveys and researches are considered
as an essential segment. To conduct this process effectively various formulated approaches are
available. The process of survey and audits are based on two groups such as users and non-
users. If organisations is introducing new product into market, it is used by the existing
customers first. Therefore, to check whether they have achieved exception of users on not.
Along with this their feedbacks are considered regarding their positive and negative experience.
Similarly, non- users are also considered for survey. With the help of this organisation tries
to understand issues that can be resolved regarding their products. With the help of this they can
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attract more number of customers (José Tarí, Heras-Saizarbitoria and Pereira, 2013). Space
Apart hotel implements both the approaches. With the help of this they are able to understand
needs of customers effectively. Also attracts more through their services. It also helps the
organisation in order to overcome weaknesses and increase strengths of company.
3.3 Methods of consultation employed and encouraging them for increase their participation.
For encouraging employees to increase their participation into organisational activities
various methods are considered by Space Apart hotel. Some of them are following:
 Audits, researches and surveys: With the help of various researches and audits needs
and exceptions of clients can be effectively understood. Therefore, more number of
employees will be encouraged to analyse new factors, problems and issues. Along with
this the y will get more involved in order to develop new designs in order to resolve
problems (Stern and et. al., 2014).
 Experiments: Experimental approaches are always considered as an effective approach
to motivate employees. With the help of this staff will try new approaches, during this
process various new problems and solutions will be generated.
 Group discussions: Under this step employees will fight with each other. During this
process they will be automatically motivated in order to perform well. Along with this
they also become able to handle different situations.
 Electronic survey: This is also considered as an effective approach. With the help of this
step various questionnaires are provided to the employees in order to perform
effectively (Juran's quality management approach, 2017).
All the above mentioned approaches are considered by Space Apart hotel. With the
help of these steps they are able to motivate employees effectively.
3.4 Importance of complaining procedure.
This is considered as an essential step for the growth of company. With the help of this
step company is able to understand reaction of users effectively. With the help of this step
companies are able to implement changes effectively and attract users. In this process
weakness and issues are identified on the basis of conducting various feedbacks. On the basis of
that necessary steps are implemented in order to resolve those issues. This process helps the
organisation in order to improve their performance (Juran's quality management approach,
2017). Along with this organisations are able to increase their revenue thorough this process.
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Complains should be handle effectively so that it does not create another issue for the
organisation. During implementing these approaches quality of the products should be
increased.
TASK 4
Enclosed in Ppt.
CONCLUSION
On the basis of above report quality management is considered as an essential step.
Space Apart hotel is implementing quality management strategies effectively, into their
organisation. With the help of this process, organisation is able to attract maximum number of
clients. In order to effectively implement this various strategies are available. Various other
factors are also available that helps in order to maintain effectiveness of quality. Such as
regular inspection, management strategies and continuous improvement approaches.
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