Quality Management in Business: Dorchester Collection Analysis Report

This report provides a comprehensive analysis of quality management within a business context, using the Dorchester Collection as a case study. It begins by defining quality in business and service, exploring inspection and assurance processes, and setting quality standards. The report then delves into different approaches for managing quality, with a focus on customer satisfaction and continuous improvement. It discusses the meaning of customer satisfaction, continuous improvement, and the types of value added to enhance customer experience. Furthermore, it examines the measurement of quality management, decision-making processes, and methods of consultation, including the importance of complaint procedures. The report also highlights the role of self-assessment, the value of communication and record-keeping, staff consultation stages, and training and development. Overall, this report provides valuable insights into the principles and practices of quality management, offering practical recommendations for businesses aiming to improve their service quality and customer satisfaction.

Quality Management in Business
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Table of Contents
INTRODUCTION...........................................................................................................................3
TASK 1............................................................................................................................................3
1.1Definitions of quality in business and service........................................................................3
1.2Process of inspection as well as assurance.............................................................................4
1.3 Setting quality standards.......................................................................................................4
Approaches for the management of quality................................................................................5
1.4 Similarity and difference of different methods.....................................................................6
TASK 2............................................................................................................................................6
2.1 Meaning of customer satisfaction.........................................................................................6
2.2 Meaning of continuous improvement...................................................................................7
2.3 Types of value added to be gained while customer satisfaction...........................................7
2.4 Types of information available to customers and usage in effective marketing...................8
TASK 3............................................................................................................................................8
3.1 Measurement of quality management...................................................................................8
3.2 Understanding decision-making...........................................................................................9
Knowing the reason for not purchasing......................................................................................9
3.3 Methods of Consultation.....................................................................................................10
3.4 Importance of Complaint procedure...................................................................................10
M3.............................................................................................................................................11
D2..............................................................................................................................................11
TASK 4..........................................................................................................................................11
4.1 Role of Self assessment.......................................................................................................11
4.2 Value of Communication & record keeping.......................................................................11
4.3 Stages of staff consultation.................................................................................................12
4.4 Training and development..................................................................................................12
D4..............................................................................................................................................13
CONCLUSION..............................................................................................................................13
REFERENCES..............................................................................................................................14
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INTRODUCTION
Quality assurance is predominately the method which the organization utilizes to prevent
mistake as well as defects within the manufactured products and thus make use of tool to deliver
excellence to customers. Dorchester collection is predominately the luxury hotel being
established in 1981 and headquartered in London, U.K. Quality management is basically the
series of activities which an organization carries out for achieving the great level of excellence.
Dorchester collection is predominately the luxury hotel being established in 1981 and
headquartered in London, U.K.
This report gives a brief about quality, quality assurance and process of inspection and
assurance, methods for managing quality, customer satisfaction, importance of quality within
service provision and kinds of information available to customers. This report gives a brief
about quality control and improving services to customers, principles in quality management.
TASK 1
1.1Definitions of quality in business and service.
“Quality means standard of similar thing which is used to compare against other similar
product and services”.
“Quality is a distinctive attributes which are possessed by someone which make the one
unique and filled with degree which involves excellency”.
Business
Taking action which is preventive, Dorchester Collection can resolve the issues using the
situational analysis in which dummy problem of the issue is taken and then what can be the
strategy for resolving the issue can be framed (Golovkova. and et.al., 2019).
Follow up, Follow up is must for the issue in order make sure that the issue do not occur
again. For follow up Dorchester Collection should regularly ask the customer support team how
they can improve the performance in order to optimize customer-satisfaction (Customer
Satisfaction. 2019). What is the status of the issue and at what time the issue will be resolved
should also be asked the employees in order to derive optimum results.
Service
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Verification of the effectiveness, Verification of the effectiveness should be done by
Dorchester Collection by finding out how mush effective the solution was to the relevant
problem (Wikhamn, 2019). If the solution taken is sound enough then the same solution should
be repeated.
1.2Process of inspection as well as assurance.
Quality assurance is basically the process of maintaining the required quality level within
product and service through providing special efforts in every stage of production.
Process of inspection
1.3 Setting quality standards
This is the first step in quality inspection where Dorchester collection first sets the quality
standards for their products as well as services. These standards which they set are measurable
enough which employees are able to achieve.
Deciding the quality standards
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Illustration 1: Process of inspection

Among the various standards set, hotel filters those standards that will help them to
achieve their strategic goals and objectives. For example responding to the calls of customers
within one hour.
Applying the standards
This is the third stage within which hotel then finally decides to apply the selected quality
standards and thus makes it operational. In this, all the employees are being advised to
effectively respond to the customers and handle all their complaints quickly.
Review results
This is the last stage within which the hotel finally measures the results iof their activities
to know whether preferred quality has been achieved or not. This helps them to know that what
customers perceive of their company.
Assurance
Assurance for Efficiency, In order to achieve the efficiency Dorchester Collection should
to identification of the suboptimal process such as delay in service of food and beverages, using
expensive channel for the inbound logistic and outbound logistic etc. should be done first and
then reduction as well as elimination of the suboptimal process should be done in order to
improve the efficiency of Dorchester Collection (Maged. and et.al., 2019). Dorchester Collection
can improve services by improving the hospitality in which training to the staff must be given in
order to serve the customers of different culture, as this will lead to make feel the customer
better, and they will that they are given special treatment which will ultimately improve the
goodwill of Dorchester Collection and the customer will be assured to purchase products from
the firm which are having quality products.
Approaches for the management of quality.
There are various approaches but Kaizen is the best approach for management of the quality of
Dorchester Collection.
The manager of Dorchester Collection must ensure that the changes which are required to
be made should be easy to imply otherwise it will create chaos in the company (Kaizen, 2019).
As per the Kaizen theory the idea of continuous improvement comes from the continuous
improvement of the staff and the mangers rather than making huge expenditure on research and
development. Using Kaizen the Dorchester Collection can also improve the motivation level of
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the employees and due to which they will perform better and will achieve better results for the
firm. All these steps will help in improving the quality of service and management of the quality.
1.4 Similarity and difference of different methods.
Statistical process control
Recreational and rejuvenating service is given more importance under the Statistical
process control, Dorchester Collection should provide recreation activities such as pool party,
swimming, yoga and work out machineries, etc. Making happy the customers will lead to
making the hotel happy (Jurušs, Roze. and Lūka, 2019). These activities are sometimes better
than the destination so Dorchester Collection must take care of all these recreational activities as
these activities will increase the level of satisfaction among the customers.
Effect analysis
As per the effect analysis Cloak room service and hospitality factors are more important.
Cloak room is a room at which travellers and hang their coat, umbrella and various other stuffs.
Dorchester Collection should make available a room where the customers can fell light by
hanging the coat in the room. Luggage can also be put in a coat room and this will lead to giving
the customers comfort in entering the room as they will not be required to carry the bag in the
room (Liu, 2019). This will increase the level of satisfaction among the customers, and they will
feel comfortable in visiting again Dorchester Collection.
Similarity and Difference
Both methods focuses on improvement of quality of service and both methods helps the
company to increase productivity and profitability of the firm. Both methods are more concerned
about satisfaction of the customer.
Statistical process control is more concerned about recreational and refreshment activities
whereas Effect analysis is more focused towards cloak room and hospitality. Effect analysis
consumes more time than statistical process control.
TASK 2
2.1 Meaning of customer satisfaction.
“Customer satisfaction means the measurements which are used in order to determine how much
happy the customers are with the present delivery of the products as well as services of the
company”.
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There are various tools to measure the satisfaction of the customers and the same is done
by surveys and reviews (Hult. and et.al., 2019). For Dorchester Collection the level of customer
satisfaction can be improved by Reporting the issues.
In order to improve the process the customer should report the issue to the Customer care
executive of Dorchester Collection. The company should use advance tools technologies such as
Artificial intelligence in order to quickly receive the issues. Using AI Dorchester Collection will
be able to send a auto message which will make the customer ensure that the query is under
process and the team is handling the query. Dorchester Collection must be easily approachable
for the query, this will lead to ease in making reach of the query to the company.
2.2 Meaning of continuous improvement
“Continuous improvement means continuous effort used in the process of improvement of
products as well as services”.
Kaizen is the best management approach which can be used by Dorchester Collection in
order to do continuous improvement without stopping (Herlina, Syarifudin. and Kartika, 2019).
Kaizen involves:
Feedback, For continuous improvement process, Dorchester Collection must use feedback from
the employees about what are the changes required to be made and what are factors hindering the
Dorchester Collection to make changes in the process (Rodgers. and Antony, 2019). It is a
reflection which is done on the self basis of the company and on the basis of reflection corrective
actions are taken.
2.3 Types of value added to be gained while customer satisfaction.
Quality in service adds value because if quality service is provided then the customers
will be happy and due to which they will happily invest in the Dorchester Collection (Medhi,
Jain. and Jain, 2019). This will increase the sales of the company and due to which the revenue
of the firm will increase which will make the Dorchester Collection profitable (Amirkhani. and
et.al., 2019). There are various types of value added services in order to increase the customer
satisfaction level and are as follows:
Home delivery service
Dorchester Collection should provide services such known as home delivery in which if
the food is taken in access quantity by the customer then the same can be packed and send the
food to home this will create a good image of Dorchester Collection (Kim and Kim, 2019).
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2.4 Types of information available to customers and usage in effective marketing.
There are various types of information made available to the customers which can used
for the effective marketing, and they are as follows:
Menu, is given in every hotel from which the customer chooses the most appropriate dish
which suits them the most (Chen. and et.al., 2019). There are variety of food and beverages
available in the menu from which the customer is allowed to order whatever they want. For the
marketing purpose Dorchester Collection can use the menu by offering special offer for the
combo pack available in the menu. This will increase the revenue of the Dorchester Collection
by selling more items to the customer. (Gawor. and Hoberg, 2019) For example if the employee
is making understand the customer about the service then the same customer can be used for the
extra services such as spa and recreational activities service. This will increase revenue of the
company and the profitability of the company will increase automatically due to this.
TASK 3
3.1 Measurement of quality management
Quality management is basically the series of activities which the organization uses for
measuring the quality and delivering excellence to the customers. Dorchester collection mainly
utilizes various tools and techniques for measuring the quality of its products ans services.
Statistical process control charts
These charts are basically used within six sigma. These control chars are generally the
representation of upper as well as lower control limits of process ad helps the hotel to track the
variations within process that where the level of quality has deviated. Every observance is
generally plotted upon chart. At the end, when process observance takes place outside control
limits then the process is usually adjusted for delivering high quality.
Pareto charts
This is the another tool through which Dorchester collection can measure the quality of
its product and services. This chart generally states that the 80percent problem is mainly due to
the 20 percent causes (Androniceanu, 2017). This chart will help the hotel to identify the various
factors that leads to the deviation in level of quality. It is generally based in the 80/20 rule. For
example- In the restaurant of Dorchester collection, customers generally return appetizer order in
kitchen. This shows that the 80% of the food are returned to Kitchener. The major reason behind
this is that appetizer are not of good quality. Thus, it can help the hotel to analyse its quality.
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Balance scorecard
This is considered as one of the most common and significant which organization use for
measuring the quality of their products and services. Balance scorecard is basically the
performance metrics which is used for improving the internal functions of business and for
delivering external outcomes. Dorchester hotel can use this tool to measure the quality of its
business processes as well as employees. The major advantage of this tool is that it is the
consolidation of the quality and will help hotel to effectively measure the quality.
Advantage of User & non-user survey
Dorchester collection mainly focuses on improving the quality of its product as well as
services and is constantly engaged in establishing its position within market. In order to gain the
tag of high quality provider within market, hotel needs to firs understand that what are the needs
of customers and what they want from a hotel. For understanding this, hotel can use two types of
survey user as well as non user
User survey
The biggest benefits of utilizing user survey are
3.2 Understanding decision-making
The user survey generally helps the organizations to understand that what are the strength
and weakness of the customers. This will help the hotel to know that on what basis the customers
base their decision whether price, quality or anything else (Ross, 2017).
Honest feedback
This will help the hotel to gather honest and reliable feedback from the customers
because in this those customers are targeted who are currently using the product. Therefore, they
will give relevant answer in their feedback. This will save the resources as well as money of
hotel and will prevent them from wasting on improving useless aspects.
Non-user survey
This is generally the survey where organizations targets those customers which are not
using their product currently and are not current customers.
Knowing the reason for not purchasing
As these are generally not the customers of hotel, thus this will help Dorchester collection
to know that why these customers are not visiting or using their services. This will help them to
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understand that where they are lacking behind. For example- through this, the hotel will come to
know that customers are not visiting because their prices are high.
Competitors
Using the non-user survey will help the hotel to know that who are the major competitors
that are playing within the market and why these customers are choosing thee competitors over
them. This will eventually help Dorchester collection to bridge the gap between them and their
competitors.
3.3 Methods of Consultation
Under represented groups are usefully those group of the customers which have very
little or no communication and interaction with the organization. Dorchester collection can
widely use two methods
Feedback
For ensuring the customer satisfaction, it is highly essential to understand the neds of the
customers. Therefore, hotel can conduct the market research of these under represented group
and understand their wants and demands (Chang, 2016). This will help them to influence them to
a great level.
Survey
This is the another method which the hotel can use for improving its quality and for
encouraging the more participation of these under represented groups. Hotel can conduct the
market survey to know that what are the expectation of customers and what they want from
product or service. This survey will help the hotel to improve its quality and hence enlarge the
customer base.
3.4 Importance of Complaint procedure
Complaint procedure basically help the Dorchester hotel to recognize the activities and
cations which they have to take against the complaints of customer. It is highly imperative as it
helps the organization to know that in which area improvement is required. Dorchester hotel
restores all the customer complaint within its database management and then tries to resolve it.
Complaint procedure helps the hotel to effectively collect all the complaints and grievance of
customers on the basis if different aspects like product department etc (Zimon, 2015).
Along with this, it is used to improve the quality of services as well as product. This
procedure helps the hotel to manage all the complaints as per their department. For example- the
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complaint for the service department is stored separately and complaints regarding restaurant is
stored separately. Thus, it helps hotel to concentrate on each and every area and then delver the
best quality.
M3
The compliant handling procedure basically helps the organization to improve the level
of quality and thus assist the organization to effectively entertain the grievances of customers.
Organizations uses the systematic approach for managing the complaints where all these are
stored within the computer database and a time is allotted for solving each of them.
D2
Whether the organization uses user or non-user survey, each one of them helps them to
analyse the neds and requirement of the customers and helps to deliver high excellence. Through
user survey, organization comes to know where they lack behind in quality. Through non-user
survey, organization is able to assess why customers are not purchasing their products.
TASK 4
4.1 Role of Self assessment
Self-assessment is basically when the employees of the organization analyse their
strength and weakness in order to increase the productivity. It is highly important for the
employees of Dorchester collection to have their self-assessment as thus will help them to
increase their overall performance and in increasing productivity. Moreover, this self-assessment
will help the hotel to have control over their drawbacks and take the feasible and reliable future
decisions (Calabrese and Corbò, 2015).
Besides this, self-assessment will also help the hotel to decide upon the time that need to
be provided for executing the process of quality management within organization. In short, Self-
assessment will help hotel to know their current position within market and where they are
lacking behind.
4.2 Value of Communication & record keeping
Communication plays an important role within Dorchester hotel as it helps the hotel to
remain in close contact with their customers and thus helps them to create the sustainable
cooperation level within hotel. Communication helps hotels to know that where improvement is
required as when top management interact with lower and middle management and take their
feedback then they come to know their lack points. Besides this, it also helps hotel to interact
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with customers and make them are of its presence and retain the loyal customers (Santouridis
and Veraki, 2017).
Record keeping is basically the method through which organizations keeps the records of
the information of their stakeholders. Record keeping helps hotel to effectively secure and
protect all the transaction that are made with customers or the suppliers via the database. Besides
this, record keeping helps the hotel in the quality management as through this Dorchester
collection is able to identify the changes which hotel has taken within entire process.
4.3 Stages of staff consultation
For effectively formulating the quality scheme for the service provision, employees of
Dorchester collection should be engaged equally within decision-making process. The hotel
should arrange appropriate meetings as well as seminars through which employees can show
their overall presence and thus can put in front their advices and opinions for quality
improvement. There should be proper communication to all the employees of different fields for
the process of quality management. These all conditions which are under the quality scheme
needs to be properly communicated to the employees in order to achieve the desired outcomes.
Besides this, before execution of the system, the management of Dorchester hotel should get the
consent from their staff and personnels and should encourage them to put forward their valuable
suggestions and ideas. At the end of the whole process, appropriate monitoring as well as
controlling should be done for implementing any future direction within hotel.
New system for enhancing service quality
Dorchester collection can improve its business performance by developing a direct
communication within business which will eventually minimize the disputes among employees
and misconceptions (Dinu, 2017). There are various systems which Dorchester collection can
consider for improving the service quality
4.4 Training and development
As this hotel have large number of customers in comparison to few employees thus hotel
should build the comfortable environment and culture for staff. Besides this, the hotel should
provide effective training to their employees on the quality management. For example- the
training for IT department should be more intensive than the other departments. The hotel should
invest in training the employees on how to deliver the quality to customers.
Using SPC
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