Analysis of Quality Management in the Rose and Crown Hotel

This report delves into the realm of quality management within the context of the Rose and Crown Hotel, addressing the increasing customer complaints and declining employee morale. The report begins by defining quality in relation to business and service provision, emphasizing customer satisfaction and its impact on reputation and profitability. It then explores the roles of quality control and quality assurance in inspection and assurance processes, highlighting their importance in maintaining product and service standards. Furthermore, the report investigates various approaches for improving quality management, including those proposed by Edward Deming, Philip Crosby, and Joseph Juran. It compares and contrasts these approaches, offering insights into their similarities and differences. The conclusion underscores the significance of quality management, particularly through quality control and assurance, in enhancing customer satisfaction and minimizing complaints within the hotel setting. The report references key literature to support its analysis and findings.

QUALITY MANAGEMENT IN
BUSINESS

CONTENTS
INTRODUCTION .....................................................................................................................................3
TASK – 1.................................................................................................................................................3
1.1Definition of quality in terms of business and service provision ..................................................3
1.2Role of quality control and quality assurance in inspection and assurance processes.................3
1.3Approaches for improving quality management..........................................................................4
1.4Similarities and differences amid approaches ..............................................................................4
CONCLUSION ........................................................................................................................................5
REFERENCES ..........................................................................................................................................6

INTRODUCTION
It is the quality of the product and services that clearly describes the amount of the
customer’s service as well as contentment after making use of it. When needs of customers
are satisfied then it will increase the reputation, profit as well as demand of organization
(Goetsch and Davis, 2014). Concerning this, the main aim of research report is to determine
the role of quality management in inspection and assurance process in the “Rose and Crown
Hotel” which is situated in the borders of the city Midlands. There has been increase in the
customer complaints in recent years and employee morale is decreasing. As a Front House
manager, range of quality management approaches will be investigated to improve the quality
of Hotel.
TASK – 1
1.1 Explanation of quality in relation with business and service provision
Quality in relation with the business and service provision is referred as a degree of
awareness with which the expectations of customers are met by the products or service
received by them. Focusing towards quality in relation with the business and service
provision is being referred as the capacity and suitability of the merchandise for contending
the requirements of the consumers. The conception of quality make sure that the product and
services match up with the standards which clearly depicts the reputation of the firm. There
are numerous bodies which have developed different standards for measuring quality of a
product or a service. These standard are being applied to a variety of goods of different
industries (Okerekehe, 2014). One such example is ISO 8402-1986 standard. It defines the
quality of a product and service in terms of features that allows the merchandise to satisfy the
needs effectively. Quality can be also be referred as an important way to make sure optimistic
brand image as well as faithfulness of the customers. For example, if the merchandise being
sold by the firm is of high quality than the customers will be self-possessed towards the firms
and will in turn increase their loyalty as well as reputation of the firm.
1.2 Quality control & quality assurance’s role in inspection as well as assurance processes
Talking in references with the Rose and Crown Hotel, they are making their best
efforts so that high quality products and services are being distributed to their customers. For
this purpose, they have also established quality management system to make sure that there is
high quality being maintained in the products and services of the hotel. The two main
processes in this system include quality assurance and quality control significantly. Speaking
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in relation with the quality control, it is a process through which all the elements being
related with the manufacturing process of a product is being reviewed (Gitlow, 2000).
Through this procedure, skills of the employees as well as quality in the fabrication processes
can be maintained. It also includes inspection of the product after the process of
manufacturing.
On the other hand, quality assurance make sure that there is no defects and problems
in the products and services offered to the consumers. Rose and Crown Hotel maintain the
standard of their merchandise according to the policy as well as status of the hotel. Quality
control as well as quality assurance are two different aspects, as quality control majorly pays
attention on the end result of the manufacturing process. If these processes are executed in
Rose and Crown hotel than there profit, brand image, loyalty and satisfaction level of the
customer will increase (Besterfield and et.al, 2011).
Quality management approaches
Several methods are being available in order to refine the quality management in the
Rose and Crown Hotel. These tactics can be applied in the hotel for improving their processes
related to quality management and can minimize the complaints of the customers. These are
as follows: Edward Deming’s approach – Edward Deming’s technique offers the hotel a set of
guidelines that make sure effective execution of TQM such as eliminating gaps amid
the staff and making arrangement for training and development activities, adopting
new philosophy, less dependence in the inspection process to attain quality etc. (Bell
and et.al, 2005) Philip Crosby’s approach – This approach offer principles such as deterrence of
procedures that reaps out low quality, completing the requirements, amount of gaps in
the fulfilment of the necessities etc.
 Joseph Juran’s approach – It includes 3 segments i.e. quality improvement (planning
the process of development of product), quality planning (determining the customers
and their needs) and quality control (transferring the process to operation).
Similarities and differences amid approaches
Approaches Similarities Differences
Edwards
In all the process, statistical process
of quality is suggested
In this approach, quality is
being identified by the system.
The main attention is given on
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Deming’s
approach
customer orientation
Philip Crosby’s
Approach
Defines Systematic ways to ensure
quality control (Oakland, 2014)
In this approach, quality is
being identified Conformance
to the requirement and Zero
defect. Further, the main focus
is on the prevention of issues
(Badri, Davis and Davis, 2005)
Joseph Juran’s
Approach
All the approaches give
significance to team work for the
purpose of achieving the quality
Significance is given in human
relations. Quality is not
considered as free and there
are optimum costs related
quality
CONCLUSION
Thus, to conclude it can be said that Quality management in Rose and Crown hotel is
very important which can be performed through quality control and assurance processes.
Through this, the firm will be able to make sure high quality of their products and services
and can minimize the customer complaints as well.
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REFERENCES
Books and journals
Badri, M. A., Davis, D. and Davis, D., 2005. A study of measuring the critical factors of
quality management. International Journal of Quality & Reliability Management, 12(2),
pp.36-53.
Bell, D. and et. al., 2005. Managing Quality. Butterworth-Heinemann.
Besterfield, D.H. and et.al., 2011. Total Quality Management. Pearson Education India.
Gitlow, S.H., 2000. Quality Management Systems: A Practical Guide. CRC Press.
Goetsch, D.L. and Davis, S.B., 2014. Quality management for organizational excellence.
Sage publication.
Oakland, J.S., 2014. Total quality management and operational excellence: text with cases.
Routledge.
Okerekehe, O.S., 2014. The Impact of Inspection on the Quality Assurance and Reliability of
Projects, Manufacturing, Operations and Maintenance. British Journal of Applied
Science & Technology, 4(27), pp.38-84.
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