Quality Management: A Comprehensive Analysis of Novotel Hotel Services

This report provides a comprehensive analysis of quality management practices at Novotel Hotel, focusing on service quality, inspection, and assurance processes. It defines quality in the context of services and business operations, examining the roles of quality assurance and control in inspection and assurance processes. The report explores various approaches to improve quality management, including the philosophies of key thinkers like Dr. Walter Shewhart, Dr. W. Edwards Deming, and Dr. Kaoru Ishikawa, as well as methodologies like Just-in-time, process improvement, and new technology deployment. It also compares and contrasts these approaches, highlighting their similarities and differences in enhancing service quality. Furthermore, the report discusses the significance of self-assessment, communication, and record-keeping in maintaining and improving service standards, and it suggests strategies for system improvements to enhance overall service quality within the hotel. The analysis includes insights into how Novotel can improve its market position by aligning its service standards with industry benchmarks like the British Standard Institution (BSI).

QUALITY MANAGEMENT

Table of Contents
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Definition of quality..............................................................................................................1
1.2 Role of quality assurance and quality control in inspection and assurance process.............2
1.3 Different types of approaches that improve the quality management...................................3
1.4 Similarities and differences between the various methods...................................................4
TASK 4............................................................................................................................................6
4.1 Role of self-assessment ........................................................................................................6
4.2 Importance of communication and record keeping ..............................................................7
4.3 Necessary guidelines for implementing quality scheme in staff consultation ....................8
4.4 System improvement strategies to enhance the service quality............................................8
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10

INTRODUCTION
Quality management is the act of seeing overall tasks and activities needed to balanced a
coveted level of excellence. This consider the determination of quality policy, implementing and
creating quality, assurance and planning, quality improvement and control. Quality management
assure that a company, goods and services is concordant. It does not focus on goods and
facilities, but also on mean to gain it (Goetsch and Davis, 2014). This report is based on Novotel
hotel that is located near the City of London, they have only 200 bedrooms. In this report
explains the meaning of quality in term of services and business supplying. It also exemplifies
the role of quality assurance and control in inspection processes and discuss various approaches
that can balanced the quality management. Further more, this study define the role of self
assessment and evaluate the importance of record keeping and communication. It also reflects
the purpose of modifications and new systems in relation to improve service quality in
organization.
TASK 1
1.1 Definition of quality
Quality mean the standard level of products and services that measured against to the
other things of similar type. Quality is the most common element of business, it defines the
services and goods refers to percept of the level to which facilities meets consumer's
expectations. The another definition of the quality is that doing something right and
unambiguously outlined by each individual. According to Juran's quality basically refer to
exceeding and meeting consumer requirement or wants. Deeming states that the people's
explanation of quality is the only one that matters. Thus, for that organization's need to make
their products and services in good quality according to customers needs and demands. Through
this process they can attract more people towards business productivity and production.
Goods quality reflect the brand image or reputation of business in market place.
Customers used those products that is reasonable and affordable in price, but they also focused
on the quality of services which highly impact on their thoughts and expectations. Quality is a
conditional, perceptual and fairly subjective attribute. In term of services and business provision
mention to perception of stage that goods and facilities match with the people demands and
belief. Thus, to serve good quality services firm need to have knowledgable and qualified staff

members that are always available to perform their duties or services and offer to potential
customers and also attract the other one's. Therefore, to run business successfully organization's
need to increased quality level of their production that higher their position in business world
against to competitors. Quality of products can be improve by identify people needs that must be
an easier way to give facilities according to their listed requirements. It will be managed current
level of organization and offer the best opportunity to raise their business as well.
1.2 Role of quality assurance and quality control in inspection and assurance process
Inspection process means to collect all the relevant data about the services and products
quality that organization serve to people. Thus, after inspection activity assurance level get much
higher and give proper way of satisfaction about the quality of goods. Novotel hotel offer their
facilities to people by match their standard level with British standard institution. Quality
assurance is a proactive function that is based on approach while quality control is reactive
function which is goods based approach. Quality control is used to affirm the quality of goods
and services of Novotel hotel. Inspection and assurance process is managed by the manager that
play their important role in business by ensuring that goods meet definite thresholds of
acceptability. Through inspection organization get the information about standard of facilities
and products that they give to the people and also know that it match with customers needs.
Thus, after this process Novotel hotel assure about where they need to improved quality and
controlled it (Hazen and et.al., 2014). Through this process firm can maintain or developed their
standard level as better than the other organization's.
Novotel hotel followed the British standard institution level to improved their service and
products quality. According to this stage they match their standard level with them and give good
quality facilities to its customer's. On the other side Hilton hotel follow the International standard
level in their organization to managed their facility regarding with it. Thus, both level has
different techniques of inspection and assurance within the same purpose of making goods in
appropriate way that increased their business profitability. Inspection activity get assure about
the quality of things and know where they need to improved it in better way. In current situation
Novotel hotel business get decreased that impact on their market image because they do not give
customers proper services and products that they want. Therefore, they need to match their
services standard level with BSI that developed its goods quality and also control quality of its
hotel business. Through inspection and assurance process Novotel and Hilton both hotels

developed or improve facilities and products quality. It also assures that the things must be made
according to people wants within reasonable price at good quality.
1.3 Different types of approaches that improve the quality management
Various type of philosophers give their philosophy about the quality management that
reflect their thoughts regarding to it. Dr. Walter Shewhart was an American physicist and
statistician, they think that statistical theory should offer the wants of society and industry as a
whole. On the other side Dr. W. Edwards Deming is known as quality management thinker.
They are a business adviser and statistician that derived their philosophy and technique through
allowed organizations and individuals to plan and continually developed their services,
relationships with customers, products and services, processes (Approaches to Total Quality
Management. 2017). There philosophy is one of continual and cooperation improvement, it
deflects redefines and blame mistakes as opportunities for development. Thus, as like the Dr.
Walter Shewhart and Dr. W. Edwards Deming, Dr. Kaoru Ishikawa also give their concept of
total quality and recommended that all worker's has play their great role, argument that about the
over reliance on quality professional should limit potential for development. Thus, all these
concepts of philosophers help to improve the quality management in Novotel.
By using different type of approaches organization can improve their quality
management.
Just in time, it is known as methodology. It is an ordinary inventory management
method and kind of lean methodology planned to raise efficiency, low waste by receiving
products only when company needed and cut prices. According to this approach Novotel hotel
plan those methods that increased their business productivity and growth. They have to make
strategies after investigation process for developing their services quality in much better way.
Process improvement approach that define the whole activity of developing business in
proper way by following such steps like, define, analyse, measure, improve and control. Thus,
according to this plan Novotel hotel need to explain and understand their business architecture
than identify the problem that they faced for a long time period. Therefore, after measuring all
the issues in services and products making process company need to improved it in proper way.
They have to control the overall quality management activity and offer customers good quality
products according to their needs that increased its business success level.

New technology deployment is the best approach that has to followed by the Novotel
hotel in their business function. According to this concept company used new technologies in the
firm that develop its quality management function. Thus, using new technology they can
improve its standard level of supply goods and process of manufacturing products in hotel.
Organization faced poor communication problem between its staff members and other
management departments that decreased it business profit margin. Therefore, they need to build
effective communication link between all the staff people through using new technologies. By
used this technique firm resolve conflict in workplace and build strong communication bound
with each and every level of hotel management. Effective communication reduce the negativity
and increased profitability in business functions. Thus, according to this process Novotel hotel
improve their relationship with employee's and staff members handle customers in proper way
that developed their positive image in marketplace.
1.4 Similarities and differences between the various methods
There are some similarities and difference between the various approaches like Just in
time, Process improvement approach, New technology deployment. All these approaches have
similar aim or purpose to developed Novotel hotel business services in better way. According to
these concepts it explains the way of making products in good quality that give proper
satisfaction to its consumers. People satisfaction increased business profit and success. They all
have same motive for improved the quality management function and other activity that related
with this function. Thus, by following all these approaches Novotel hotel build their image and
give people facilities according to their expectations.
Differences between the approaches
Differences points Just in time Process improvement
approach
New technology
deployment
Definition Just in time approach
has different form the
other approaches. It
defines the process of
methodology that
manage the time,
Process improvement
approach has different
concept and process.
According to its
definition it focused
on each and every
New technology
deployment approach
give Novotel hotel
business a new way
towards development.
Deployment plan can

waste of goods.
According to the
definition time
management is the
most important things
that developed the
business growth and
success. Just in time
included such points
like, edged inventory
buffers: finished
products, raw
materials, knowledge
and work in progress.
stages of business
growth by following
some steps like
analyse, define,
improve and control,
measure. All these
stages developed
Novotel business
perfectly.
get formal recognition
that technology is
place and gathering the
resolution to issues
within industry. New
technology define the
activity that increased
business income and
outcome resources.
Process According to this
approach there process
might be different to
the other concepts
because it focused on
proper time control
activity which improve
the products quality
and services.
According to this
concept there process
is quit different to the
other approaches. It
analyses the issues and
then make plans
accordant to it, for
improving and getting
business position
much higher than the
other organizations.
Thus, in their process
it controls the all over
wastage things in
making products.
The process of new
technology
deployment has
different style that
raise the standard level
of Novotel hotel
business. Poor
Communication is the
issue that minimize the
growth and directly
impact on customers
service of the firm.
This process replaced
the old techniques and
apply new
technologies in

Novotel hotel.
Effectiveness It is the best way to
manage the overall
functions of Novotel
hotel business
effectively.
This approach work
effectively in Novotel
hotel business. It
managed the whole
products making
process and give
services to customers
according to their
expectation and
requirement.
It is much effective
method which help to
developed quality of
goods and improve it
in better way for
making the best
facilities. Through all
the activity of
approaches
organization improved
its business growth
and profitability
margin.
TASK 4
4.1 Role of self-assessment
Self-assessment is the function of looking at oneself in order to measure resources that
are essential to identify. The motive of this process drive along with self-evaluation, self-
importance and self- verification. It is the best way to analyse the strength, weakness, threats and
opportunities of organizations that help to developed business growth. Thus, using different
methods of self-assessment company can identified their current situation in marketplace against
to its business competitors (Panadero, Brown and Strijbos, 2016). It also helps to compare the
services and products with other companies that show where the firm need to developed more
things. Self-assessment techniques set the aim of organization's which they need to achieve for
future and current success.
Self-assessment process is very beneficial for Crowne Plaza hotel that is located near
riverbank, London. Through this activity firm assessing strength and areas that they need to
improved, it also measures discrepancies of work performance between worker's and supervisor.

By apply this process company can know something more about their services that they offer to
its customers. The most beautiful things which they get that their consumers attract towards their
facilities because their staff members behave very politely with its guests and also complete their
requirement on appropriate time frame.
But on the other side by applying self-assessment process in business Crowne Plaza
identify the problem that is losing profits. Losing profit is directly impact on firm income source
that decreased their business productivity and increased employee as well as customer's turn
over. Organization can overcome at this conflict by using different techniques that help to make
their services much better than the other organization's. They can grab the opportunity by collect
all the data about people preferences which help in the process of serving goods and facilities of
Crowne plaza hotel.
Self-assessment activity also reflect the barriers of Crowne Plaza business that is Global
economic crisis. This crisis is very difficult business atmosphere to succeed since regular
consumers tent to low down firm purchases of products and facilities till the economic conditions
improves. It is the biggest threat that they faced since for so long that occur in its business
success and also in process of achieving firm objectives and goals.
4.2 Importance of communication and record keeping
Communication is a process by which details is exchanging between two or more people
in a group or individually. It can be run smoothly by used symbols, behavior and signs that help
to understand the thoughts and expectation of other person. Communication activity is based on
four types that is interpersonal communication, nonverbal, written and oral communication. This
process is completed by including many ways like formal and informal (Hauer and et.al., 2014).
Thus, according informal and formal ways used language that serve within various purpose.
Formal tone is much less personal than informal tone. It is used at the time of writing academic
and professional purpose things like university tasks or assessments.
On the other side horizontal and vertical is the part of communication that line parallel to
the vertical direction. Both lines do not cross each other. Communication is very important for
developing and improving organization's business in effective way. It helps the manager or
leader to do their job within the basic activity of management like planning, motivating,
organizing and controlling. Thus, it can be show that effective communication process build
strong relationship between the buyers and suppliers.

Record keeping process is the best way to collect all the basic information, documents
and keep this in record. All the files may help company at conflict situations that can be
increased by creating competitive environment in business world. Account records, legal
documents, bank statements and employee's detail are the types of record that firm must be keep
in their records. Records are essential for the content and as prof of communication, actions,
decisions and history. Records help transparency and openness by providing and documenting
evidence of work activity.
4.3 Necessary guidelines for implementing quality scheme in staff consultation
It is essential for Crowne Plaza Riverbank to successfully achieve the support of its staff
members for implementing quality scheme. The ineffective staff support may not help
organisation to achieve its desired level of quality. Hence, Crowne Plaza must follow certain
guidelines which encourages staff members to participate in the scheme with full enthusiasm.
The leaders must ensure that all team members must be aware of the factors which are causing
quality issues and how organisation can overcome those issues.
When employees will be convinced and motivated for bringing the changes then they will
be able to understand the requirements of the Crowne Plaza and how they can meet those needs.
There must be a two way communication so that employees can share the issues faced by them
in employing new quality scheme. It will also help organisation to review and monitor the
process for its effective and successful implementation (Chi and et.al., 2017).
If organisation will not pay attention to the staff members then, they will not consider the
quality scheme as an essential element and thus Crowne Plaza may fail to achieve its quality
objectives. The organisation must also review the performance and response of its staff members
so that if there is requirement of any specific skill then it can be developed among employees.
The staff members must be given priority in making decisions and policies of quality scheme so
that there is an alignment between profitability and quality of staff members.
4.4 System improvement strategies to enhance the service quality
The service quality can be improved by implementing various continuous service
improvement models. The most common approach is PDSA model. As per this model the
Crowne Plaza must analyse the problems and on the basis of them suitable plan must be
developed to mitigate their impact. After implementing quality practices their impact must be
evaluated and reviewed. For this purpose the feedbacks from stakeholders or sales analysis can

be used. This review helps to make necessary actions which can enhance the quality of existing
system.
Crowne Plaza can also implement new system which is based upon reporting and
measurement of services. It will create benchmarks to assess and achieve the service quality
goals. It must be considered that the actions which are taken for improving quality must align
with the resource availability and long term goals of company (Maurer and et.al., 2018). The
service standards must be clearly discussed with the staff members so that they can enhance their
skills to achieve those standards. The monitoring of these improvement systems is necessary to
ensure that improvement process is chosen effectively and can meet the quality expectations of
the company. The new system must also enable team members to easily interact with each other
so that they can work together as an effective team and various challenges in the improvement
process and quality management technique can be achieved.
CONCLUSION
In this report has been concluded that quality management process is very essential for
business growth. In this study explains various definition of quality that reflect the importance of
quality in services or products. It also defines the role of quality assurance and quality control in
organization business that improved its services and goods which they offer to people. Firm
apply different types of approaches that developed the quality management effectively.
Furthermore, this present report explain the importance of communication and reecord keeping
activity that improved relationship between the organisation management and staff members.

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