Quality Management and Service Improvement: A Case Study Report

This report focuses on quality management within the hospitality sector, specifically using the Novotel London City Hotel as a case study. It addresses key aspects such as measuring quality, the importance of user and non-user surveys in understanding customer needs, and the various methods of consultation used in quality schemes. The report emphasizes the value of complaints procedures, the role of self-assessment, and the significance of communication and record-keeping in maintaining service quality. It also explores how guidelines should be followed in staff consultation and suggests new systems or modifications to existing systems that could enhance service quality. The conclusion highlights the importance of continuous improvement and stakeholder participation in achieving competitive advantage. The report also includes references to academic sources supporting its findings.

Quality Management
in Business

Table of Content
• Introduction
• How quality management can be measured
• The benefit of user and non-user surveys in determining customer needs
• The methods of consultation employed in one quality scheme
• The value of complaints procedures
• The role of self - assessment
• The importance of communication and record keeping
• How guidelines should be followed on the stages of staff consultation
• New systems or modifications to existing systems that could improve service
quality
• Conclusion
• References

Introduction
Quality management is an act of overseeing all activities and tasks
which are needed to maintain a desired level of excellence. This
includes a kind of determination of a quality policies, creating and
implementing quality planning, assurance, quality control and its
improvement. It basically deal with situation, when hotel suffering with
an issue of lack of quality measurement in order to make customer
reached at the given point of time.

How quality management can be measured
In an hospitality industry improvements is very necessary to retain
consumers and acquire best and competent staff members. In Novotel
London city hotel after apply quality measure management have to
measure their effectiveness for that various measures to judge quality
of products and services that are as follows:
• Statistical process control charts
• Flow chart

The benefit of user and non-user surveys in
determining customer needs
There are great importance of user and non user surveys in an
organization to satisfy needs and wants of consumers.
• User surveys and their importance
• Non user surveys

The methods of consultation employed in one
quality scheme
There are various methods of consultation in industry to employ in one
quality scheme for encourage participation that are as follows:
• Campaigns
• Surveys
• Conferences

The value of complaints procedures
Complaints procedures are very important in organization to evaluate
each and every aspect by examine vital areas for service improvements.
Customer complaints highlights the areas in which rectifications are
very necessary and it also helps in identification of staff members who
requires training and development or need more supervision for
evaluation.

The role of self - assessment
Self assessment is one of the important factor that helps in accessing
current state of health by both positive and negative aspects. In case of
Novotel London city hotel by examine their overall staff members,
working method, marketing tools and techniques with financial
stability.

The importance of communication and record
keeping
Communication plays very important role in deliver significant
knowledge and information in every industry. In case of Novotel
London city hotel to deliver knowledge about consumers and their
services avail different communication methods and evaluate their
performance level.

How guidelines should be followed on the
stages of staff consultation
In an organization to improve the quality of goods and services in that
case guidelines and suggestions plays very important role to implement
and acquire best results. In case of Novotel London city hotel to
consult with employees they need to deliver knowledge and
information that how quality management is important for them.

New systems or modifications to existing
systems that could improve service quality
Quality standards and policies that change according to recent changes
and modifications in customer perceptions that are very important for
Novotel London city hotel to give their best in organizational growth.
Continuous improvement is one of best method and practical enough
and not incurs cost too much.

Conclusion
From the above report it has been concluded that quality of products
and services is an important aspect for an organization to remain
always competitive into marketplace. There are different measures to
improve quality of products and services and participation of every
stakeholder plays important role in improving performance of works
and procedures.

References
• Akgün, A.E., and et.al ., 2014. The mediator role of learning
capability and business innovativeness between total quality
management and financial performance. International Journal
of Production Research. 52(3). pp.888-901.
• Chang, J.F., 2016. Business process management systems:
strategy and implementation. Auerbach Publications.

Thank You