Pearson BTEC Level 4/5 Unit 32: Quality Management in Business Report

This report delves into the critical aspects of quality management within a business context. It begins by defining quality in terms of service and business provision, followed by an illustration of inspection and assurance processes. The report explores various approaches to quality management, highlighting their similarities and differences. Customer satisfaction and continuous improvement are key themes, with an explanation of their meaning and importance. Different forms of added value, such as quality and environmental value, are discussed, along with the significance of information in effective marketing. The measurement of quality management, including user and non-user surveys, is examined, along with methods for consulting employees and the value of complaint procedures. The report provides a comprehensive overview of quality management strategies and their practical application within businesses, using Marriott hotel as a case study.

QUALITY MNG IN
BUSINESS

Table of Contents
INTRODUCTION ..........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Explanation of quality in terms of service and business provision .................................1
1.2 Process of inspection and assurance with illustration......................................................2
1.3 Approaches to quality management.................................................................................2
1.4 Similarities and difference between the different methods .............................................3
TASK 2 ...........................................................................................................................................4
2.1 Meaning of customers satisfaction ..................................................................................4
2.2The explanation of continuous improvement ...................................................................4
2.3 Different forms of added value that has to be achieved .................................................5
2.4 Forms of information and its importance given to effective marketing .........................5
TASK 3............................................................................................................................................6
3.1 Measurement of quality management..............................................................................6
3.2 Benefits of user and non user survey................................................................................6
3.3 Methods of consultation employees in one scheme........................................................6
3.4 Actual value of complaints procedures and analyse there use in improving quality.......7
TASK 4 ...........................................................................................................................................7
Covered in PPT ......................................................................................................................7
CONCLUSION ...............................................................................................................................7
REFERENCES................................................................................................................................9
.......................................................................................................................................................10

INTRODUCTION
An organisation mainly concern towards their quality of products and services for
achieving quality excellence, suitability and competitiveness in this volatile economic
environment (Boyd and Tucker, 2012). Every firm is focused towards providing best quality
services to their potential customers in order to satisfying their needs and wants. Mostly people
are concentrated towards quality aspects rather than price. Marriott is the most popular hotel
industry across the world. It is famous for its high quality services with more innovative ideas
and techniques. They hire an extraordinary and well educated person in their firm for managing
all aspects related with quality. The need of quality aspects has arisen as new and large number
of competitors available at market place. This report contains the study about required aspects of
quality that are needs to be adopted by each and every firm for improving their quality of
products and services. The process of inspection, various approaches to quality management,
different methods of quality measurement. The befits of user and non user survey, procedures
and analysis of improve quality.
TASK 1
1.1 Explanation of quality in terms of service and business provision
The actual means of quality is to identifying current needs and wants of customers and
provide a systematic process to meet with expectation. Firm mainly focuses on rendering high
quality services with emergence of more unique features and innovative ideas to satisfying the
needs and wants of customers. Quality gives meaning after making proper collaboration with
functions and objectives. Quality is an essential element related with conditional, subjective and
perceptual attributes. Various interpretations related with quality are described below:
As per the American society for quality: It is a subjective statement for every single person or
organisation. As per technical usages quality can be describes as two different ways which are as
follows:
 Every different product and services have its own characteristics according to their ability
to satisfying implied needs of consumers (Gimenez-Espin and et. al., 2013).
 A product and service having large number of deficiencies of in it.
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According to Peter Drucker: Quality is an important aspect that needs to be kept in mind at the
time of production. Quality is not about the things that are puts by suppliers in products and
services. It consist what clients get thus ready to pay for the particular thing.
As per ISO 9000: It is a group of integral characteristics of goods and services that are helpful in
fulfils the requirements of clients. The standard of requirement is described as expectation and
needs.
1.2 Process of inspection and assurance with illustration
An organisation is concern towards attracting buyers for maximising growth and profit
for firm. Marriott hotel use various tools and techniques for providing high quality services to
their customers (Goetsch and Davis, 2014). The inspection of quality is required for every
business firm. Different processes are adopted by Marriott hotel in order to review and pledge of
quality. Some of them are described as under:
Quality planning: It is a activity of identifying the quality standard of goods and services
that helps to satisfy particular standard of quality. It consist the standards, policies and
description of product etc. it provides support in verifying the present level of quality and helps
to observe the gap among present condition and identified standard of quality. The cited firm use
benchmarking analysis, design experiment method and flow chart.
Quality assurance: It is the process which evaluating performance of production
function, it also secure agreement related with production in respect of quality standards. Quality
assurance is helps in effective running of any hotel. Quality audits are used to measuring the
quality planning methods, production performance, and quality examination.
Quality control: It is important to removing poor performance that are included in quality
standard. Goods and services are directed to determine non-essential elements from the quality
standards. Improvements are made through make changes in plan or rework etc.
1.3 Approaches to quality management
The major expectation of customers in products and services is quality. In today's
scenario people mainly concern on quality aspect rather than its price in terms of health and
safety. The approaches are helpful in creating plan for future purpose and take participate in
removing conflicts and wastage. According to the opinion of Deming the engagement of
workers in every decision related with organisation is important. Marriott hotel take each and
every decision on the basis of collected opinion and suggestion of employees as we all managers.
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(Source: Approaches to Quality Management 2017)
The principles of quality is consist of control, planning and improvement of quality.
According to Juran involvement of top management is required in improvement and training
programme for all employees (Kim, Kumar and Kumar, 2012). He believes in continuous
process of management to producing high quality goods and services, he also focuses towards
customers preferences. The standard of quality is created by manager of an organisation. Top
authorities and managers need to provide authenticate measurement for improvement
programmes.
1.4 Similarities and difference between the different methods
Hotel industry use various tools and methods for attracting buyers towards their variety
of goods and services. Many similarities are also there in every methods. The quality scheme is
based on some standard of products and services. For minimising the poor performance of
production an effective action has to be taken through planning and control of quality. For taking
an effective decision the level and standard of firm is evaluated in terms of quality control and
assurance. According to the constant change in preference of customers, it is required for firm to
make changes in their quality system and control.
Difference are also there among methods. The scheme of quality planning is based on the quality
level of previous plan. Only the level of quality assurance is considered in the schema of quality.
The major target of quality schema is to maintaining and improving the overall performance of
quality practices.
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Illustration 1: Approaches to Quality management

TASK 2
2.1 Meaning of customers satisfaction
Customers satisfaction is described as the extend in which clients and customers happy
and satisfied with the goods and services that are offered by a firm. It is also known as the degree
of satisfaction which are provided by products and services of an organisation (.Kuei and Lu,
2013). Customer satisfaction is important element in every business firm that involves factors
related with quality of product, services atmosphere, prices etc. Marriott hotel use customer
satisfaction survey to evaluate the actual level of consumers satisfaction. An organisation which
is depend on some services and products, so consumers of these kind of firms are having idea
what they receiving in terms of money. Mostly firms are focused towards providing best and
quality service in order to satisfying needs and wants of customers and clients. If buyers
purchase goods and services that makes them happy and satisfied than they put their affords to
appreciate products.
2.2The explanation of continuous improvement
It is a continuous process that includes good, services and process. Continuous
transformation is required for every business firm in order to adopt innovative techniques and
tools for implementing an effective production process.
(Source: Continuous Improvement 2017)
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Illustration 2: Continuous Improvement

Continuous improvement is starts with leadership and management of an organisation.
Marriott hotel make improvements in their existing procedures in respect of satisfying wants of
customers with more innovative and high quality goods and services (Malik, Sinha and
Blumenfeld, 2012). According to the above digram it has been described that firstly organisation
need to make plan on the basis of availability of data and information and than monitoring the
work in proper direction. After this manger play an important role in checking the assessment,
monitoring and proper maintenance of applied tools and technologies. Than make changes that
are required and take them into proper action.
2.3 Different forms of added value that has to be achieved
There are various types of added values that needs to be gained for the business
organisation, which are stated as follow: -
 Quality Added value - Basically, it describe suitability, the product is able to fulfil all needs and
wants of customers by its features and quality. For example- enriching food with minerals and
vitamins.
 Environmental Added Value: It focuses on the security or protection of the environment. The
businesses needs to keep those methods in regulatory form that are helpful in removing issues and
conflicts.
 Cause-related added value: It is a common strategy related with social marketing. The organisation
make effective affords for generating revenues and profit. A business may contribute to an
educational campaigns for poor children by donating a percentage of revenue from each
transaction.
 Cultural added value: In this, managers are used various types of production methods or systems
that are used to involve cultural aspects to meet with the needs and sensitiveness of cultural groups.
2.4 Forms of information and its importance given to effective marketing
It is essential for business organisations to provide relevant or necessary data to their
clients. Before consuming a product customers need to know the full information regarding the
particular good or service. Along with this, consumers have more interest about mission, vision
and support of a company when they begin to use its products and services. It is required for
organisations to give all detail about goods and services to their customers (Mok, Sparks and
Kadampully, 2013). It have to present features and qualities of each product, which may attract
customers. The strategies of marketing have an effective contribution in achieving organisational
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goals and objectives in an significant manner. If the customer pay lots of attention towards a
product than it is easy for them to collect appropriate information regarding product.
TASK 3
3.1 Measurement of quality management
There are several ways to evaluate quality management. Through the process of
measurement it is easy for hotel industry to evaluate that the products and services are not in best
quality. Management can be measure through count down the number of goods for completion of
rework (Sallis, 2014). Make arrangement of required goods that are important for production of
new goods and services that meet with new preference of consumers. By getting the feedback of
customers on some products and services, company can easily judge the performance of quality
management and finding out that they fulfil the customers requirements or not. Benchmarking is
also an important way to judging quality management. In this process Marriott hotel compare
their overall performance with those who are best in the similar field. ISO 9000 family of
standard is also helpful in proper activity of quality management.
3.2 Benefits of user and non user survey.
Every company is mainly focuses on understand the actual needs and wants of customers.
Marriott hotel use various strategics and methods for identifying the new preference of clients,
but the widely used procedure is marketing survey. It is essential for firm to choose appropriate
user for conducting their survey. User base survey is used by firm to evaluating the present needs
and wants of customers. This survey helps in finding the strength and weakness of firm through
asking appreciate question from their customers. Non-user survey is also very important for an
organisation. It is not used my company in marketing research. Through this survey firm can
easily get to why people are not consuming the products and services that are offered by
company.
3.3 Methods of consultation employees in one scheme
Various methods are used so that under-represented groups can also participate. These
are described as :
Form Surveys: There should be form designed which can be filled by under-represented
groups in order to know about there replies. They should be encouraged to show there
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participations in filling the survey forms. These forms are helpful in knowing about the
expectations of these groups and problems which are faced by them can be solved easily.
Telephone surveys: These surveys are helpful in knowing the expectations, problems
and requirement of the under-represented groups in Merritt. It is thus refereed to as effective
tools.
Interviews: Cited organisation can select the candidate from under-represented group
instantly for the interview process.
Group interviews: These interviews are helpful in making decisions with the group
members to analyse the appropriate situations.
3.4 Actual value of complaints procedures and analyse there use in improving quality
To satisfy the needs of customers Merritt can apply complaint procedures. This is helpful
in identifications of defects in the products. Thus customers are able to identify the weakness
which are related with products and services. Cited firm can organise the low quality points by
analysing the points which are given by customers. For effective planning of quality
management the data can be used which are accurate. The quality can be improved after the
weak points have been analysed for products and services. Complains can also be done by the
staff who are involved in serving the different needs of customers.
TASK 4
Covered in PPT
CONCLUSION
It has been concluded from above report that quality of goods and services are playing
essential role in every sector. Marriott hotel has to provide quality of services which helps them
in retain in competitive market for a long period of time. In above approaches of quality has been
explained which has to be applied by them in serving quality of services to customers. In
addition to this, manager has to analyses the needs of customers through which they can satisfy
their needs and there should be continuous improvement in services which keep customers
happy. In last, manager has to make sturdy relation with customers and keep their records
confidential so that it cannot be theft by anyone.
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REFERENCES
Books and Journals
Boyd, C. E. and Tucker, C. S., 2012. Pond aquaculture water quality management. Springer
Science & Business Media.
Gimenez-Espin, J. A., and et. al., 2013. Organizational culture for total quality management.
Total Quality Management & Business Excellence. 24(5-6). pp.678-692.
Goetsch, D. L. and Davis, S. B., 2014. Quality management for organizational excellence. Upper
Saddle River, NJ: pearson.
Kim, D. Y., Kumar, V. and Kumar, U., 2012. Relationship between quality management
practices and innovation. Journal of operations management. 30(4). pp.295-315.
Kuei, C. H. and Lu, M. H., 2013. Integrating quality management principles into sustainability
management. Total Quality Management & Business Excellence. 24(1-2). pp.62-78.
Malik, A., Sinha, A. and Blumenfeld, S., 2012. Role of quality management capabilities in
developing market-based organisational learning capabilities: Case study evidence from
four Indian business process outsourcing firms. Industrial Marketing Management.
41(4). pp.639-648.
Mok, C., Sparks, B. and Kadampully, J., 2013. Service quality management in hospitality,
tourism, and leisure. Routledge.
Sallis, E., 2014. Total quality management in education. Routledge.
Singh, P. K., 2012. Management of business processes can help an organization achieve
competitive advantage. International Management Review. 8(2). p.19.
Stark, J., 2015. Product lifecycle management. In Product Lifecycle Management (Volume 1) (pp.
1-29). Springer International Publishing.
Tarí, J.J., 2011. Research into quality management and social responsibility. Journal of Business
Ethics. 102(4) pp.623-638.
Tsai, M.T., Li, E.Y., Lee, K.W. and Tung, W.H., 2011. Beyond ERP implementation: The
moderating effect of knowledge management on business performance. Total Quality
Management. 22(2). pp.131-144.
Wang, C.H., Chen, K.Y. and Chen, S.C., 2012. Total quality management, market orientation and
hotel performance: The moderating effects of external environmental factors.
International Journal of Hospitality Management. 31(1). pp.119-129.
Wheelen, T.L. and Hunger, J.D., 2011. Concepts in strategic management and business policy.
Pearson Education India.
Yang, M.G.M., Hong, P. and Modi, S.B., 2011. Impact of lean manufacturing and environmental
management on business performance: An empirical study of manufacturing firms.
International Journal of Production Economics. 129(2). pp.251-261.
Zelnik, M., Maletič, M., Maletič, D. and Gomišček, B., 2012. Quality management systems as a
link between management and employees. Total Quality Management & Business
Excellence. 23(1). pp.45-62.
Online
Quality management in business .2016. [Online]. Available through:
<http://assignmenthub.blogspot.com/2014/03/assignment-on-quality-
management.html>. [Accessed on 25nd JULY 2017].
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