Quality Management Report: Quality in Business, Novotel Hotel, BTEC

This report provides a comprehensive analysis of quality management principles within the context of the Novotel Hotel. It begins by defining quality in terms of service and business provision, emphasizing its importance in meeting customer expectations and driving profitability. The report then explores the roles of quality control and assurance in the quality management process, highlighting different approaches to improve quality, such as Six Sigma, Total Quality Management, and Just-in-Time approaches, and compares their similarities and differences. The discussion extends to customer satisfaction, defining its meaning and exploring methods for measuring and achieving it through continuous improvement. The report examines the types of information provided to customers and the importance of effective marketing. It also delves into methods for measuring quality management, including user and non-user surveys, consultation methods for under-represented groups, and the value of complaint procedures. Finally, the report addresses the role of self-assessment, communication, and record-keeping in determining a business's current state, proposing new systems for service improvement. The report concludes by summarizing the key findings and emphasizing the significance of quality management in the hospitality sector. The report is based on the assignment brief provided, which outlines the requirements for a BTEC Higher National Diploma in Hospitality Management, Unit 17, Quality Management in Business.

Quality
Management Assignment

Table of Contents
TASK 1............................................................................................................................................4
1.1 Definition of quality in terms of service and business provision..........................................4
1.2 Role of quality control and quality assurance in quality management process....................5
1.3 Different approaches to improve quality management.........................................................5
1.4 Similarities and differences between different methods.......................................................6
TASK 2............................................................................................................................................6
2.1 Discussion of customer satisfaction......................................................................................6
2.2 Meaning of continuous improvement...................................................................................7
2.3 Utilization of procedure of continuous improvement ..........................................................8
2.4 Types of information made available to customers and significance of effective marketing
.....................................................................................................................................................8
TASK 3............................................................................................................................................9
3.1 Analyzing the way to measure quality management.............................................................9
3.2 Benefits of users as well as non-user survey in context of determining the needs of
customers.....................................................................................................................................9
3.3 Methods of consultation employed in one quality scheme to encourage participation by
under-represented groups..........................................................................................................10
3.4 Identifying the value of complaint procedure and anointing the way it can be utilized for
quality improvement.................................................................................................................11
TASK 4..........................................................................................................................................11
4.1 Role of self- assessment in context of determining the business current state of health . 11
4.2 Importance of communication and recording keeping .......................................................12
4.3 Analyzing the way guidelines is required to be followed in context of implementation of
quality scheme...........................................................................................................................12
4.4 Proposing new system for improving service system........................................................12
CONCLUSION .............................................................................................................................13
REFERENCES .............................................................................................................................14

INTRODUCTION
Quality management can be defined as the act of overseeing or monitoring of different
business activities. The main purpose of quality management is to maintain the desired level of
excellence. Quality management also involves determination of policies related to the quality. It
also includes planning, assurance, control and quality improvement. An effective quality
management in important in order to provide high level of satisfaction to customers. The quality
management procedure is mainly concerned with fulfilling the requirements of customers. It is
the procedure which can help an enterprise in increasing sales and profitability. An effective
quality management policies can assist firm in gaining the competitive advantage in the market.
The main benefits of quality management is that it helps administrative department in ensuring
the consistency in the procedure of delivering the goods or services. In addition to this, quality
management support management in ensuring the effective as well as efficient utilization of
business resources.
The report will have focus on identifying the role of quality control as well as assurance
in inspection procedure within Novotel hotel. Study will highlight the different approaches
which can be utilized by an enterprise for managing quality of procedure, products and services.
TASK 1
1.1 Definition of quality in terms of service and business provision
The service and business company earn huge profit be providing services and products to
the customers. The reason of their success and their profit is quality. Novotel hotel is famous and
can attract most of the guests because it provides the best quality services to its customers. The
meaning of quality in terms of business and service is it is verifiable standard in order to achieve
uniformity of results and output that help in satisfying customers. On the other words quality is a
degree that have a set of characteristics and to which services and products meet the customer's
expectations (Hill, and Fredendall, 2016).
It is very important for Novotel hotel to provide the best quality services and products to
its customer in order to maximize their sales and being in a competition. It is a fitness for use and
those products which have all the features and characteristics that can satisfy implied needs of
customers is called quality. There is an importance of quality management because it is the main
reason of company's growth and success. Customers focus and seeks the best quality products
because it retains their loyalty and satisfy them.

1.2 Role of quality control and quality assurance in quality management process
Quality control is a process in which services and products are being monitored by the
quality control manager of Novotel hotel in order to determine that they meet to quality
standards or not. If they do not meet the quality standard then it changes their planning and
remove the poor performance of production methods. The main role an purpose of quality
control in the process of quality management is it improve the performance of workers and help
in continuous improvement.
Quality assurance manager of Novotel hotel play a vital role in the hotel as they ensure
that the services meet thresholds of acceptability. For quality assurance they plan and direct
quality assurance programs in order tom improve hotel's efficiency and profitability by reducing
and eliminating wastes. It also prevents mistakes in services and manufactured products and also
avoid problems while providing services to customers and guests.
Quality control manager checks and reviews products and services before offering to
customers. The main aim and role of quality control id to approve and reject all the procedures
that are not managing quality and meet the organizational goals. It helps the hotel in increasing
level of consumerism (Westby and et.al., 2016).
1.3 Different approaches to improve quality management
Quality or products and services play a vital role in the company and the hotel as it
satisfies all the expectations of customers. There are various approaches of quality management
that are total quality management, just in time, new technologies development, total preventive
maintenance etc.
Six sigma: Six sigma is one of the best model and approach of quality management.
Sigma denotes and refer standard of time. It is the best and effective strategy of quality
management. Novotel hotel use this approach in order to improve the quality of services because
it helps in removing the causes of defects. It also finds the ways of improving efficiency in the
business structure.
Total quality management: It is also the best and important approach that the hotel uses
in order to improve the quality of their products and services. This approach improve the quality
and performance which can meet with customers expectations. The importance and
characteristics of this approach is it sis customer focused and process centered. The main aspect

of total quality management approach is it is continual process improvement (Adamson and
et.al., 2016).
Just in time approach: It is a management strategy which are used by Novotel hotel in
order to increase efficiency and decrease waste by receiving goods only as they need them. The
main purpose of this approach to reduce cost and reduce waste. It also improves cash flow of the
company.
1.4 Similarities and differences between different methods
There are various methods and techniques of quality management with the main aim of
improving quality of the products and services that the company provides to its customers. There
are some similarities and differences between total quality management approach and six sigma
approach that are as follows:
Similarities
 The main similarities between both approaches is they are quality management system
and help the hotel in reducing poor services.
 They both focus and help the company to improve customer satisfaction by reducing
defects and wastes (Ross, 2017).
Differences: There are some differences between both approaches.
 The main differences is six sigma approach is more complicated than total quality
management.
 The another difference is total quality focus and maintain existing quality standards,
whereas six sigma concentrate on making small and necessary changes in current
processes and system.
 Total quality management focus on each and individual department, on the other hand six
sigma focuses on overall processes and departments.
 TQM is a wide in scope because it eliminates waste, reduce defects and improves quality
for long term benefits. Six sigma in narrow in scope and evaluates short term targets.
TASK 2
2.1 Discussion of customer satisfaction
Customers are the most important people for the business and service companies. The
company's growth and success is depends on the customers satisfaction. Novotel hotel make their

plans and strategies on the basis of customers needs and demands. The products and services
which the company and hotel provides and produce that must be able to fulfil the expectations of
customers.
Customer satisfaction is defined as the extent by which guests and customers feel
satisfied and happy with the services and products which are provided by the hotel. Guests and
customers satisfaction occurred and measured when they feel that services and products which
they buy they are made only for them and which makes them special. Satisfaction of customers
can be measured by the questionnaires and survey techniques. By fulfilling all the needs of the
customers and by satisfying them the hotel can build the strong relationship with customers (Hill
and Alexander, 2017).
If customers wants to buy the same services and products that means they are fully
satisfied with given services and products. It is beneficial for the company because customers
satisfaction increases their sales and maximize their profits. It also increases and makes good
value of the hotel and the company.
2.2 Meaning of continuous improvement
Continuous improvement is defined by ongoing efforts of the company and its employees
which they make in order to improve products, processes and services. With the help of
continuous improvement in their processes, strategies and services Novotel hotel can increase
their efficiency and increase their revenue.
There are some steps involved in continuous improvement process such as: For
continuous improvement, management identify opportunities and then makes plan for change.
After making plans they implement it on a small scale. They use data in order to determine and
analyses the results which it has set before making plans. If they do not meet the results then they
find the reason of differences and again make the best plan. If the change is successful then they
implement it on a large and wide scale (Lim, Tuli and Grewal, 2019).
The main purpose and objective of Novotel hotel of using continuous improvement is to
improve their services and processes which can meet the needs and demands of its customers.
Sometimes the company gets fails in satisfying their customers because of poor strategies and
bad quality services. Fro eliminating this problems it is important for them to make the best plan
and strategy and focus on continuous improvement.

2.3 Utilization of procedure of continuous improvement
In context of Novotel hotel, the different types of values which are to b e gained for an
organization these are :
Quality added value : Quality management process is performed by Novotel hotel in order to
provide customer an ease in the accessing as well as utilizing the product or services. Desirable
features as well as characteristics of products or services are highly valued by customers. In
context of Novotel hotel, an enterprise can add value by developing as well as providing quick
services to customers. In addition to this, an organization can provide nutritious as well as
healthy food to its guests.
Environmental added value : The focus is on protecting the environment. In context of
Novotel hotel, firm can use less fuel and recyclable material for packaging.
Cause related added value : This value is added by making the significant contribution in
development of society. Novotel hotel can donate some portion of its profit for social welfare.
Business entity can donate funds for the education of poor children.
Culture added value : It can be considered to be as one of the best social marketing strategy.
Novotel hotel can utilize such methods which includes cultural aspects. In addition to this, Firm
can offer such services which helps in fulfilling the requirement of specific cultural groups.
2.4 Types of information made available to customers and significance of effective marketing
Sharing the complete information related to the product or services offered by an
organization is very much essential in order to influence people for buying the same. When
customer enter the hotel, they want the information about the rooms and also detail about the
services offered by Hotel. In addition to this, there might be few guest in the hotel those who
might have interest in gaining the information about the mission and vision of organization. In
context of Novotel hotel, it is very essential for an enterprise to provide customer with easy
access to information related to the company (Guchait, Zhao and Okumus, 2018.). Management
can provide all detail related to services and company on their website, as this strategy will help
them in attracting more number of customers. While ordering the foods the guest in hotel can
request for the information related to the ingredients used in dish or method utilized for
preparing the food, in such situation employees are required to provide detail about the same to
customer.

Novotel hotel can establish communication channel for enabling customers to provide
their feedback or suggestions, as this will help management in making an appropriate business
decisions. Providing the complete information to customer is very much crucial in order to
provide them with high level of satisfaction.
TASK 3
3.1 Analyzing the way to measure quality management
The different ways which can be utilized by manager or leaders in Novotel hotel for
measuring the quality are management in an organization can analyze the sales information. In
addition to this, management can analyze the feedback or suggestion provided by the customer,
as this tactic will help management whether service standards has been successful in fulfilling
the requirement of customers. Bench marking is the another technique which can be utilized by
manager in Novotel hotel for measuring the quality, as this strategy will assist them in analyzing
the performance gap. It will also support management in identifying the reason for poor quality
of services. It will also help management in addressing the business or operational are which
requires improvement. By implementing the bench marking technique, Novotel hotel compare
their quality management system with other organizations in an industry (Diffley, McCole and
Carvajal-Trujillo, 2018.). In addition to this, manager in Novotel hotel can measure quality of
services with the support of ISO 9000 standards. As these standards are especially developed for
assisting firms in making sure that they are fulfilling the needs of their clients as well as other
stakeholders.
3.2 Benefits of users as well as non-user survey in context of determining the needs of customers
It is very crucial for organization operating business in service sector to develop the
understanding about the requirement as well as demand of customers in the market. Survey or
market research is considered to be an of the best procedure which can be executed by Novotel
hotel for collecting the information about needs of customers. Users are recognized to be as
existing clients of company. It is very much important for Novotel hotel to offers innovate
products or services to customers, as this strategy will help them in delivering high level of
satisfaction to existing customers (AMAZONAS, I SILVA and ANDRADE, 2018.). It will also
assist business entity in retaining the existing profitable client. The information related to the
features or unique services which existing customers want can be gathered through survey. It is

the survey which assist firm in analyzing the trend in the market and also help an enterprise in
analyzing the changes in behavioral as well as taste and preference of existing consumers. By
executing the survey, Novotel hotel can accumulate feedback from existing consumer which can
be helpful in identifying the strength and weakness. In context of non -user, survey support
business entity in identifying the reason for not buying the products or services from hotel.
Survey can help an enterprise in identifying the factors which can influence non-users for
purchasing services offered by hotel.
3.3 Methods of consultation employed in one quality scheme to encourage participation by
under-represented groups
The different methods which can be used by management in Novotel hotel for positively
influencing under represented group to increase their participation. Few methods are :
Form survey : Management in Novotel hotel can design the form consisting of questions related
to the quality schemes, as this will help them in getting the quick response from
underrepresented group. This strategy will manager in identifying the pattern of responses from
under-represented group. Manager by using the different techniques such as rewards or incentive
system can encourage under represented group to participate in survey. The survey form will
assist management in analyzing the issues faced by the under represented group. It will support
management in identifying the expectations as well as requirements of under represented group.
Telephone survey : It can be as one of the effective tool which can be utilized by manager in
Novotel hotel for analyzing the need, expectation and issues faced by under-represented group.
Interview:
Group interview: By using the random sampling technique manager in Novotel hotel can select
few people from the under represented group for taking the interview.
Mail survey : Few people from the under- represented group might be selected by manager in
Novotel hotel for getting the response pre-paid envelops can be sent with a set of questions
requiring short answers.
In addition to this, manager in Novotel hotel circulate questionnaire through E-mail in
order to get the quick response from the under-represented group related to the quality scheme.

3.4 Identifying the value of complaint procedure and anointing the way it can be utilized for
quality improvement
Complaints are considered to be as negative response from the customers. It has been
analyzed from the given case study that Novotel hotel is now a days getting the high number of
complaints from the customers related to the poor quality of services. Management in an
organization is required to take high initiative in order to manage the quality, as this factor can
have negative impact on the image as well as performance of an enterprise. It is required by
management in Novotel hotel to consider complaints as an opportunity in context off
identification of problems in their services or products (Hatamifar, Darban Astane and Rezvani,
2018.). Complain procedure can be helpful in context of providing the high level of satisfaction
to customers. In addition, this, management in Novotel hotel can utilized the information
gathered during the complaints procedures for developing plans as well as analyzing the need for
implementing the quality management practices. By conducting the compliant process, manager
in Novotel hotel can easily identify the weakness.
TASK 4
4.1 Role of self- assessment in context of determining the business current state of health
Self- assessment plays crucial role in driving an organization towards success. It is very
much important for manager in n Novotel hotel to analyze the current state of business health.
An organization is required to perform different activities as this will help firm in accomplishing
the desired business objectives. Self-assessment report will assist management in addressing
those functions or activities which are profitable for company (Nazarian, Atkinson, Foroudi,
and Dennis, 2019). Assessment can be conducted by management in Novotel hotel for
determining extend of the achievement against the set target. Self- assessment can be beneficial
in context of identifying the strength, weaknesses. It will also help management in determining
the need as well as scope of improvement. Internal assessment can be done by manager in
Novotel hotel at regular interval of time. As this tactic will support an enterprise in keeping the
improvement on track.

4.2 Importance of communication and recording keeping
Communication is considered to be as one of the important factors which help in smooth
running of business. It is the part of quality management. It ha been analyzed from the given
case scenario that the major issue related to the poor quality of services is faced by n Novotel
hotel because of improper flow of information and ineffective communication between different
functional unit within an enterprise. It is very much important for management in Novotel hotel
to provide open communication channel, as it will help them in ensuring smooth flow of
information between different functional units. As an effective quality management is
completely based on communication (Nassar, 2018.). In addition to this, it is required by
organization to facilitate continuous communication with customers, as this will assist them in
getting the information about the quality standards of services which customer expect from the
company.
Record keeping is considered to be as another important activity, as business functioning
is completed based on it. In context of Novotel hotel, Record of information gathered during the
market research or survey can provide management an ease in developing the promotional or
other business plan. It can also be helpful in formulation of quality control plan. In addition to
this, through previous records, management in Novotel hotel, can compare past results .
4.3 Analyzing the way guidelines is required to be followed in context of implementation of
quality scheme
Face to face interview or survey method can be conducted by the management in
Novotel hotel in order to analyze the view or opinion of employees related to the quality scheme.
In context of Novotel hotel management is required to bring improvement in workforce
planning which is very much crucial in context of an effective implementation of quality scheme.
It is important for manager in to develop proper plan for managing time as well as material.
Management need to provide proper training to employees, as this will help them in successfully
implementing the quality scheme (Diffley, McCole and Carvajal-Trujillo, 2018.).
4.4 Proposing new system for improving service system
In context of hospitality sector, quality management is very much important in order top
provide good experience and high level of satisfaction to customers. Quality management is also

very much crucial in order to maintain or increase sales and profitability. It has been analyzed
from the given case study that Novotel hotel is facing the quality issue which has lead to the
decline in sales and profitability of an enterprise. After analyzing the case study, it has been
found that the main cause of quality issues is high level of dissatisfaction and low morale of
employees. In addition to this, workers in an enterprise is complaining about the poor
intercommunication between different functional units (Davis, Alcott and Pantelidis,2018.).
Considering the case scenario, management in Novotel hotel is required to bring
improvement in its communication system. An organization can implement new technology
especially for the purpose of internal communication. In addition to this, manager or leader in an
organization is required to organize meeting at the regular interval of time, as this procedure will
assist management in identifying the issues faced by the employees. As addressing the issue is
face by the workers is very much important as those problems could have adverse effect on the
quality of work perform by them (Stienmetz, Liu and Tussyadiah, 2019.).
In addition to this, new reward system can be developed for appreciating the quality
work, as this will help management in influencing other people to improve quality of work.
Development of reward system will help management in increasing employees' morale and will
help them in providing high level of satisfaction to workers which is very much crucial for
delivery quality services to customers. In context of Novotel hotel, management in an enterprise
is required to provide training to employees, as this will help firm in delivering the professional
services to guests.
CONCLUSION
It has been concluded from the report that quality management is very much important in
order to provide high level of satisfaction to customers. The other fact which has been found
during the study is delivering high level of satisfaction to customer is very much crucial in order
to foster business growth and high profit. It has been concluded from the project that an effective
communication is very much important in context of quality management.
The various strategies as well as techniques has been highlighted in the report which can
be used by firm for improving the quality of services. Some guidelines are provided which are
required to b e followed by an organization , as it will help them in successful implementation of
the quality schemes.