Comprehensive Quality Management System Report: Windsor Hotel Analysis

This report presents a comprehensive analysis of a Quality Management System (QMS) for Windsor Hotel, addressing key aspects of quality, environmental, and occupational health and safety management. The report begins by outlining a quality policy aligned with ISO 9001, identifying seven stakeholders and their respective needs, and detailing the processes required to fulfill these needs, including inputs, outputs, and performance parameters. It further explores an Environmental Management System (EMS) policy for ADCO construction company, compliant with ISO 14001, identifying stakeholders, operational processes, environmental aspects, impacts, objectives, and targets. The report concludes with an examination of an Occupational Health and Safety (OHS) policy in accordance with AS 4801, including risk assessments and mitigation strategies. The report provides a thorough examination of quality management principles, stakeholder analysis, and risk assessment within the context of the hospitality and construction industries.

Quality Management System

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
TASK 1............................................................................................................................................1
1.1 Stating quality policy that Windsor must have in accordance with ISO 9001 .....................1
1.2 Identifying 7 stakeholders of the company along with their needs ......................................2
1.3 Process requires fulfilling stake holder's needs.....................................................................4
1.4 Inputs and Outputs of Seeking the requirements for Windsor..............................................5
1.5 Performance parameters and methods for process................................................................5
1.6 key elements of consistent improvements in company.........................................................6
TASK 2............................................................................................................................................7
2.1 EMS policy for ADCO construction company in accordance with ISO 14001...................7
2.2 Identifying 7 stake holders of ADCO construction company...............................................9
2.3 Identifying 12 process of organisational operations...........................................................11
2.4 Explaining process and their environmental aspects..........................................................12
2.5 Environmental impacts by process of organisational operations........................................12
2.6 Environmental objective for the aspects.............................................................................13
2.7 Realistic and relevant target for environmental objective...................................................13
2.8 Actions for the realistic and relevant target. ......................................................................14
2.9 Methods to monitor the progress if implementation of environmental actions..................15
TASK 3..........................................................................................................................................16
3.1 OHS policy in accordance with AS 4801 requirements......................................................16
3.2 Risks associated with the AS/NZS 4801.............................................................................16
3.3 Risk assessment chart..........................................................................................................16
3.4 Actions to reduce the risks..................................................................................................17
CONCLUSION .............................................................................................................................17
REFERENCES..............................................................................................................................19

INTRODUCTION
Quality management system may be served as a collection of processes that lay high
level of emphasis on meeting the requirements of customers. Such system is highly effectual
which in turn helps in raising the satisfaction level of customers and thereby aid in the
organizational success. Moreover, QMS is highly aligned with the organization purpose and
strategic direction to a great extent. QMS places high level of emphasis on considering or the
documentation of specific process, responsibilities which in turn help in achieving quality goals
and objectives. In the present era, customers prefer to undertake the services of the firm which
lay more focus on the quality aspect.
The present report is based on different case situations which will shed light on the different
aspects of quality management system. Report will provide deeper insight about the policies and
processes which Windsor needs to consider for satisfying the need of stakeholders. Further, it
will describe environmental management system that construction company can undertake to
fulfil the need of stakeholders. It also depicts the methods that can be used for measuring &
monitoring the progress of implementation. Along with this, it also entails the manner in which
OHS policy AS 4801 contributes in the aspect of Occupational health and safety management
system.
TASK 1
On the basis of cited case situation for this section Windsor hotel has been selected
which is one of the luxurious hotel of Australia. It is known for the luxurious accommodation
provided by it to the customers. The main focus of the company is on to provide customers with
high quality services that make their stay experience memorable.
1.1 Stating quality policy that Windsor must have in accordance with ISO 9001
ISO 9001 is one of the most effectual tools which in turn provide high level of assistance
to the business organization with the high quality services. In the recent times, customers give
high priority to the quality while taking decision in relation to purchasing the products or
services. Hence, quality factor has high level of influence on the decision making aspect of
customers (Nanda, 2016). Further, in hospitality sector, customers consider quality of services
and complementary aspects provided by the hotel unit. On the basis of all such aspects, it can be
said that quality aspect closely influences the level of customer satisfaction and thereby
productivity as well as profitability aspect of firm. In this regard, by applying or considering the
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aspects such as ISO 9001 Windsor can develop highly effectual quality policy. IS 900template1
places greater emphasis on undertaking quality management system, resource management,
product realization as well as measurement, analysis and improvement.
In accordance with such aspect, Windsor hotel should develop specific process which
will be followed while delivering services to the customers. This in turn facilitates
standardization within the organization and helps in evolving high satisfaction among the
customers (Putri, Retha and Yusof, 2016). Thus, firm should prepare quality manual, control of
documents as well as records and sending the same to the concerned authorities. Along with
this, Windsor should lay focus on outlining the requirements of customer’s requirements and
focus. Moreover, without having clear idea about the customer’s needs and requirements hotel
unit would not become able to deliver services in the right direction. In addition to this, by
assigning responsibilities to the manager of Windsor as per their level of expertise management
team of Windsor can indulge high quality system.
Further, for delivering effectual services to the customers business unit must have skilled
and competent human resources. Thus, for the effectual management of human resources
manager of Winsor should conduct training session which in turn helps in developing awareness
among the personnel regarding the latest technological aspects and helps in raising their
proficiency level. In addition to this, quality policy of Windsor must contain specific aspects
regarding the measurement, analysis and improvement. In accordance with such aspect, by
making evaluation of sales as well as profit and taking feedback from customers manager of
hotel unit can assess the level of customer satisfaction (Migdal and et.al., 2016). Apart from this,
company should include policy in relation to comparing actual performance with the standard
aspects which in turn helps in finding deviations. Thus, by assessing variances and taking
strategic measure firm can streamline the operations and functions and thereby would become
able to deliver quality services to the customers.
1.2 Identifying 7 stakeholders of the company along with their needs
Stakeholders imply for the one who have interest in the activities, functions and
operations of business organization (Fearis and Petrie, 2017). List of Windsor stakeholders
mainly includes 7 parties such as management, employees, shareholders, government, financial
institution, customers and suppliers. All such stakeholders vary as per their needs which are
enumerated below:
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 Management: In the business unit, management team lays focus on getting quality
research report. This in turn helps management team in taking strategic move for further
improvements (John and Cianfrani, 2017). Along with this, management of Windsor
requires report regarding customer satisfaction with the motive to find out the area of
quality that requires improvement. Employees: In the service sector, personnel are the main assets who deal with the
customers directly. Need of Windsor personnel includes quality working environment
that is highly required carry out business activities in the best possible way (John and
Cianfrani, 2017). Along with this, personnel want from the hotel unit that it provides
employees with the quality as well as protective equipments and conduct training session
for them. Investors: One of the main objectives of shareholders behind investing money in the
firm is to earn higher return (Chiarini and Chiarini, 2017). Thus, they are interested in
getting information about the financial health and performance of the firm at the end of
accounting year. Further, they want from the company that it takes strategic action which
in turn enhances both its brand image and profitability. Financial institutions In against to offering financial assistance Windsor expects from
the company that it fulfils its obligations on time in relation to the payment of loan
amount and interest (Chiarini and Chiarini, 2017). Along with this, financial institutions
which provide business unit with financial support also needed information about the
company’s performance. Suppliers: In the business unit, suppliers need quick payment or on the due date for the
quality material provided by them to customers. In addition to this, suppliers also require
information about the ability of the company in relation to making payment on the
concerned date. Government: Now, government focuses on raising the living standard of customers.
Thus, government authority wants from the company that it comes up with the
innovative ideas and services that offers amazing experience to the customers and
thereby contributes in the national income (Chen, Anchecta, Lee and Dahlgaard, 2016).
In addition to this, in terms of quality, government want that Windsor fulfills the needs
and expectation of both inbound as well as outbound customers to a great extent.
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 Customers: In the recent times, customers lay high level of emphasis on the aspect of
environment sustainability. Thus, they need report which contains information about the
initiatives undertaken by the firm for the well-being of society. Along with this,
stakeholders such as customers expect from the company that it provides them with the
innovative services at suitable prices.
1.3 Process requires fulfilling stake holder's needs
There will be requirements of various techniques that will be beneficial in satisfying the
needs of stakeholders. Windsor will be beneficial if they follow such process that will improve
the work potential of hotel as well as over comes the needs of stakeholders.
Seeking requirements: For delivering the best quality services to consumers as well as
maintain workforce needs managers of Windsor must seek the requirements. They must
generate information through various sources like interacting with them as well as asking
feedback from the consumers (Chen, Anchecta, Lee and Dahlgaard, 2016). For the smooth
running of hotel there is need of funds so they must satisfy maximum numbers of consumers
that will be fruitful in generating the funds. The positive balance at financial statement of
industry will attract large numbers of shareholders and investor as they will find hotel is
beneficial as well as fruitful for them.
Decision making: After seeking or generating information through various sources this
is necessary for the managers to make fruitful plans to execute them (Manders, de Vries and
Blind, 2016). The team of professionals must be appointed and they must be talented and
experienced in making fruitful decisions about providing better quality services to consumers.
Budget for the operation: For the improvements of quality at Windsor hotel, managers
must set the adequate budgets for the success of such decisions. They should consider the cost of
implementing tasks such as developing the infrastructure facilities, improvements in services
etc. need to be improved by the organisational heads.
Execution of plan: The plans must be monitored by the managers and they must check
whether its is effective of not the effective results are the prime requirements of the company.
There must be appointment of talented or qualified staff so they will help in proper execution of
the plans.
Improvements: If there is any loophole in plans or process, then it must be renewed and
changed (Manders, de Vries and Blind, 2016). For the improvement in the quality ate the work
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performance by the organisation they must considered the favourable changes as to make better
growth of hotel.
1.4 Inputs and Outputs of Seeking the requirements for Windsor
Seeking the requirements and needs of stakeholders will be beneficial for organisation in
making the fruitful decision as well as helps in expanding the business.
Inputs of process:
1. Information generated through the consumers regarding inappropriate services.
2. Employees of Windsor were not satisfied with their shifts and pay-offs.
3. No proper Maintenance of the accounts due to lack of accounting professionals in
industry.
4. Lack of managerial operations in the organisation.
5. No adequate funds to execute the plans.
6. Need effective decisions to select team for the better execution of the plans.
7. Investors of the organisation are very few and due to which there is lack of proper funds
8. Requirements of better infrastructure facilities.
9. Proper training must be provided to employees.
10. Effective and quick solution to be made by managers at the time of any conflict arises.
11. Cost of services must be affordable and better in quality.
12. Suppliers of Windsor must be prompt in delivering the goods and services before time.
Outputs of process:
1. There has been improvements in delivering the services to consumers.
2. Proper execution of managerial functioning in Windsor.
3. Improvements in infrastructure facilities.
4. Generating large numbers of consumers as well as investors in Windsor.
5. Top level managers can easily manage the operational activities of hotel as well as
they utilise time in making the fruitful decision in the growth of entity.
6. Improvements in quality performance of workforce.
1.5 Performance parameters and methods for process
Requirements of such process which will help in satisfying consumers must be
considered by the various performances in completion or success of such process.
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Performance parameters: There has been several parameters which will be performed by the
managers in the completion of the tasks or process:
1. Seek information through internal as well as external sources.
2. Direct interaction with consumers or clients to fetch the feedbacks from them.
3. Proper management over purchase and sales of goods as well as their quality is been
considered.
4. Technological advancement in the billing pattern.
5. Online portal of organisation helps in making bookings for their consumers in advance
as per their preferences.
6. Improvements in the performances by workers.
1.6 key elements of consistent improvements in company
Vision: Managers or the top level management of Windsor must decide a objective that
need to be achieved by efforts of each member in hotel. Aim of firm must be attainable and
clearly identifiable to all employees. They must be motivated towards achievements of such
targets.
Transparency in performances: All employees must be assigned the equivalent work
and there will not be any stereotype in their physical presents as well as culture they belong to.
They must be offered the adequate wages as per their performances (Franceschini, Galetto and
Mastrogiacomo, 2016).
Increasing employee efficiency: Managers must trained their employees on timely basis
and make them educated towards installation of new technologies in the premises. Motivating
them to increase quality in their work performances.
Internal communication: There should not be any communication barrier in the firm.
As employees must feel satisfy to talk with their employers as well as the top level managers.
These will help in making the effective solution in solving any conflict in the firm
(Franceschini, Galetto and Mastrogiacomo, 2016).
Rewards: Employees must be appreciated by as per their performances and they must be
facilitated with various rewards and allowances. These will encourage them to make valuable
efforts in expanding the performances (Basir and et.al., 2017). Allowances must be considered
of bonus, awards, education, home, electricity, transformation etc.
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TASK 2
2.1 EMS policy for ADCO construction company in accordance with ISO 14001
Environmental management policies are to be made by the organisational professionals
in context with having better operational activities. ISO 14001 helps in setting the framework
for ADCO company which includes efficient use of resources, lower wastage and controlling
the cost for manufacturing and constructing a building. There has been various places where this
construction company can harm the environment like soil pollution, air pollution as well as
water pollution. With the help of this standard the company can become assured that the
damage they are providing to environment are being controlled and there has been improvement
in their operational process. In this process the organisation sets out their own policies, that
helps in measuring the targeted aims (Boiral and et.al., 2017). The method aims at informing
companies how they can lower down the wastage and helps in improving environmental health.
With the help of various laws and legislations the implication of this process become simple and
easy as well as firms started to work very efficiently. There has been implication of various
polices or can say benchmarking for organisations such as:
PLAN: As per ISO 14001 the first and fore most need of the policies are setting an
objective and criteria under which all functioning of the organisation took place. There must be
planning related with controlling operational activities which are affecting the organisation.
There must be planning for reducing the wastage and improving utilisation of resources. The
resources used by ADCO construction company are mainly related with the manufacturing
equipments and machineries which helps in constructing or building (Di Noia and Nicoletti,
2016). There must be use of environment friendly raw materials which will not harm
atmosphere. This policy facilitates the management of all organisational activities such as
purchase and sales of raw material, manufacturing of such material, use of equipments in the
construction process, use of machineries as well as worker's health and safety must be
considered by the organisational heads.
A pre planning will help the organisations in making the favourable decisions to be taken
as to make the good management of the all the operational activities at workplace. The
managers will be able to make favourable decisions in regards with proper maintenance of
machineries as well as they will have proper control over the costs of acquiring raw material.
Planning helps the managers in setting the goals and targets as well as deciding the process of
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their functioning. If the objective is set by the professionals than there will be improvements in
the activities or performance of the company. For the environmental point of view they will
need to plan the cost of implementing plans such as making a dumping garden were they can
dump the wastage, recycling unit were they will make the used product to reuse such as waste
concrete, cement equipments etc. These can recycle and again make into reuse of such waste
material.
DO: Organisation must initially start the planned process for controlling the
environmental damage through their activities. The implication of such plans must be in the
adequate manner and it should be discussed with all members of ADCO construction company.
For satisfying the legal norms set by the government, the process must be listed in documents
and guideline to be provided to the workers in the organisation (Di Noia and Nicoletti, 2016). It
helps in better management control over any emergency during construction process,
implementation of various policies and rules that will help in proper execution of the plans.
Educating worker so they can be able to understand the policies and procedure of environmental
control in the premises or construction site.
CHECK: After implementation of such plans there must be regular check over the
procedure of the planning. It helps the managers in making the further decision and also helps in
measuring the loopholes of the plans. The proper monitoring and execution of such plans will
help the organisation in better environmental control. This will be fruitful for ADCO
construction company as they will measure the process and find out whether the company is
earning its objectives or not (Ozusaglam, Robin and Wong, 2017). Process of controlling the
wastage will be controlled by the organisational professional in a manner that it will be fruitful
for the environment. If they do not meet the target than the professional must make further plans
to improve the process.
ACT: Action must be needed by the organisational professional that there must be proper
execution of the plan. For the assessment of such plan there is need to make favourable
decisions that will be improve the loophole and area or weakness in the operational activities.
Managers of ADCO construction company must take appropriate decisions that will be
beneficial in making the favourable plans (Ozusaglam, Robin and Wong, 2017). There must be
renewal of such policies which are not having any good effective results in controlling wastage
of this construction firm.
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2.2 Identifying 7 stake holders of ADCO construction company
Stakeholders of a company can be everyone who is directly or indirectly using the
company product and services. In ADCO construction company there are several stakeholders
listed below:
Board of directors: Directors or the top level managers are the main stakeholders of the
organisation. They plan rights and regulations as well as executed needs inside the industry.
They set the vision and objectives and make planning for the same which will be performed by
other members in firm (Ozusaglam, Robin and Wong, 2017). In ADCO Construction company
there are 4 directors who has authority to make the favourable decision in context with
profitability of the organisation. Needs of the directors in context with environmental
management are:
 There must be implication of the law and proper governance of in the assessment of such
plans.
 Implementation of environmental control plan by proper monitoring of the professionals.
 Funds to be used as to make better execution.
WA Management team: Western Australia team of ADCO deals with the construction
and building the premises and controlling the western office of the company (Chiarini, 2017).
They usually deal in operations like recruiting the skilled and talented staff, HR managements,
salary and their shifts, direct interaction with clients, maintaining the legal corporation norms for
the smooth functioning of firm. Basis needs of the managers are:
 For the implication of the ISO 140001 standard there is need to recruit the large numbers
of staff which are having the favourable talent and skills.
 There is need of funds for executing the tasks and having the favourable results.
 Requirements of consultant team and the suppliers who can help in proper execution of
the work.
National management team: The main operational functions of this team is to make
execution over the business development and marketing the brand (Chiarini, 2017). Managers at
this team are generally working for the better execution over contractual and corporate risks
with the helps of commercial management.
 There must be proper advices provided to the employees regarding adequate utilisation
of funds as well as resources.
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 Requirements are tends to make the better operational teams at ground level so they will
be able to assess various projects.
 There is need of accountant who can look over all the flow of financial transactions.
Government: Their role in this context is that, they keep record of all transactional
operations in the organisation such as import and export of material, taxes levied on the
transportation of material from one place to another etc (Chiarini, 2017). There will be basic
needs of government such as:
 They impose legal rules and regulations as to control environmental exploitation.
 Record of all the transactions such as import export as well as purchase and sales or
material.
 Government needed the disclosure of financial statements contains all the information
regarding turnover and profit earned by them.
Shareholders: They are the real stakeholders as well as investors of the organisation.
Without their help ADCO will not be able to generate enough funds to make the favourable
budgets for completion of these tasks. Needs of shareholders are:
 Policies to make improvements for environmental benefits, must be shared with them.
 An appeal to be made to them as they can make the favourable investments in
organisation.
 The disclosure of financial statement must consists the transactions based on the cost
occur for protecting the environment and using the essential techniques to reduce
damage.
Clients: As per this construction unit there must be proper satisfaction given to clients of
the organisation such as.
 Satisfactory level of construction.
 Use of better equipments and machineries that will generate less pollution. Must have promptness in delivering the services to them.
Employees: There is need to focus over the workforce requirements of the ADCO
construction company. Employees at the construction site must be awarded with the satisfactory
services from organisational heads such as:
 Better pay-offs to be awarded to them.
 Home, child education, medical and transportation allowances.
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