MGT325 Quality Management Report: Analysis of Seven Events

This report provides an analysis of quality management practices within Seven Events, a leading event management company in the UK. It identifies current practices, issues, and trends in quality management, defining quality services and exploring relevant approaches such as Total Quality Management (TQM) and Key Performance Indicators (KPIs). The report discusses potential issues in implementing these approaches, emphasizing the importance of effective leadership and resource management. A literature review highlights trends in quality management systems, focusing on profound knowledge and the integration of project and quality management principles. The influence of quality management practices on customer satisfaction is examined, along with key aspects such as ethics, integrity, trust, and training. The report concludes with recommendations for Seven Events to enhance their quality management system, emphasizing continuous improvement and customer focus. Desklib offers a platform for students to access this and other solved assignments for academic support.

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Quality Management
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Quality Management
Contents
Introduction.................................................................................................................................................3
Identification of current practices, issues, and trends..................................................................................3
Definitions of quality services.................................................................................................................3
Relevant approaches to quality management...........................................................................................4
Issues in implementation of approaches to quality management.............................................................5
Literature review on the trends in quality management system...............................................................6
Influence of quality management practices.................................................................................................7
Customer satisfaction..............................................................................................................................7
Aspects of quality management practices................................................................................................7
Recommendations.......................................................................................................................................8
Conclusion...................................................................................................................................................9
References.................................................................................................................................................10

Quality Management
Introduction
The concept of quality management is referred to a formalized mechanism that is
documenting the process, methodologies and the obligations for the accomplishment of the
quality standards and pre-determined objectives. The QMS (quality management system) aids
the business entity in directing and coordinating the business practices for meeting the customers
and the regulatory fulfillment. This mechanism also brings enhancement in the effectiveness and
efficiency on a continuous basis of the operations executed within the organizational structure
(Kotler, 2015). ISO 9001:2015, the international standard specifying requirements for quality
management systems have been considered as one of the most prominent approaches for the
quality management mechanism. In simple terms, quality management is the process that has
been referred to the business approach or the process of balancing and maintaining the safe
amount of quality in the products and services and this will offer the maximum level of
satisfaction to the consumers. The concept is focused towards offering the customer with the best
quality services to the consumers. The below-presented analysis has executed the concept of total
quality management for Seven events is one of the leading brand names in the UK. The report
has been demonstrated for developing awareness of the concept of quality management in the
concerned industry.
Identification of current practices, issues, and trends
Definitions of quality services
On the basis of the research executed by Kotler (2015), that the term service is an activity
that can be offered by a party to another one and that is required to be intangible and cannot
affect any ownership. The service offered may be related to the tangible or intangible product.
According to Wilson et al., (2016), it has been mentioned that service quality has been referred
as the term that is a process of focused evaluation reflecting on the perception of the customer of
the particular magnitudes of service. The dimensions are reliability, responsiveness, assurance,
empathy, and tangibles etc. The assessments offered to the consumer's aid the business operators
in the quick identification of the problems, bringing improvements in the quality of the service
offered, and better assess clients expectations.

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Relevant approaches to quality management
Maintaining quality and providing same to the consumers is one of the crucial and a
significant task for any of the business entity. Quality of the products and the services offered to
the consumers is one of the biggest factors that lead to the attainment of satisfaction. As
mentioned in the present scenario, 7 events is an event management company and are offering
services to the clients (Kerzner and Kerzner, 2017). The mission of the business entity is to
motivate the workforce so as to find the best way for contributing and enhancing the events.
Moreover, the business corporation can make use of various approaches for managing quality of
the services offered by them. The below mentioned are the approaches that can be adopted by
Seven events company for bringing improvements and enhancement in the quality:
1. Total quality management
Total quality management is the approach that has been made concerned for bringing
improvements in the quality and performance that will fulfill or exceed the expectations of the
customer. Seven events can make adoption of this approach by integrating all the quality related
functions and methodologies throughout the business corporation (Hammoudeh, 2016). The
concept of TQM oversees the overall quality measures that can be used by the business
corporation and includes management of the quality, designing and developing, quality control
and maintenance, improvement and quality assurance. All the quality measures are taken into
account at all levels and that involves all the employees of the organization. The TQM process
has been defined as the management of initiatives and methodologies that are made focused on
attaining the delivery of quality products and services (Murray 2017). There are some principles
of this approach that should be adhered by seven events for a successful implementation and
working of the approach of TQM:
 Executive management: The senior authorities or the top management should be held
liable for acting the main drivers for TQM and also should be indulged in creating an
environment brings success as outcomes.
 Training: Training sessions should be organized for the workforce on regular basis
regarding the concepts and methods of quality (Tarapiah, Aziz and Atalla, 2015).
 Customer focus: Improvements and developments in the will bring enhancements in the
level of customer satisfaction.

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 Decision making: Measurements should be the base of all the decisions taken for the
quality of the services offered.
 Methodologies and equipment: Making use of appropriate methods, procedures and
tools will ensure minimization in an occurrence of incidents.
 Company culture: The culture of the business organization should be so developed that
it should improve and motivate the employees for working together and thus improving
the quality.
 Employee involvement: The workforce within the business corporation should be
encouraged and motivated for addressing and identifying the issues related to the quality.
2. KPI
An approach that is concerned with monitoring and measuring the performance and
effectiveness of the quality management system and also the overall quality of the products and
services is termed as key performance indicators (Evolvedmedia 2018). The prime objective of
implementing the KPI within the business enterprise is to measure the performance and quality
of business objectives. KPI is a measurable value that is demonstrating the level of effectiveness
through which the business firm is making accomplishments of the key business objectives.
KPI’s can be used by the business organization at any level for evaluating the success and
reaching targets. Moreover, there is some high-level KPI's that are focused on the overall
performance of enterprise (Arora and Kaur, 2015). In the present scenario, seven events can
make use of KPI for focusing on the quality processes and methodologies.
Issues in implementation of approaches to quality management
On the basis of the above-executed analysis, it has been executed that seven events can make
adoption of total quality management and KPI as approaches for managing the quality of
services offered by the business entity (Kerzner, 2017). The below mentioned are the issues that
can be faced by the business firm while making implementation of these approaches:
 Issues with TQM: Total quality management is the approach that is used by the business
firm for improving the efficiency and quality of the production of the services. There are
various elements that are considered as significant while making the successful
implementation of TQM (Suleman and Gul, 2015). One of the biggest and the most
effective factor for successful implementation of the TQM is effective leadership. And if

Quality Management
the leadership is not effective and up to the mark then this can be counted as an issue
while implementing the approach of quality management. The leader is held liable for
leading and maintaining the quality of service provided by the teammates. They also
provide guidance and try to manage the efficiency and effectiveness of the services to be
delivered (Sallis, 2014). For instance, if the leaders in seven events are not motivating
and effective with their working then the teammates will not perform their best and this
will surely affect the quality of the of the services offered to the customers. The other
most important factor that can be proven as an issue while implementing the quality
management system is the resources, the level of satisfaction of employees, working
environment, cooperation from subordinates etc. All the above-mentioned elements are
proven very much essential for the business organization for delivering the set of quality
services (Butler and Dobert, 2011). And if the business entity is lacking the stock of
required resources then this can be considered as an issue that will rise at the time of
implementation of TQM.
 Issues with KPI: The tools of KPI require pulling data from sources (Parmenter, 2015).
The data in the business organization are generally stored in the storage tower and is also
required to be retrieved from multiple sources. And this will also require the KPI system
to make the involvement of IT systems and that will lead longer deadlines of the tasks
and also the expenses incurred will be more (Evolvedmedia 2018). Consistency should be
maintained while measuring the quality standards within the business corporation. The
same items and same criteria should be used by the workforce while measuring the
quality. This can also be considered as an issue if consistency is not maintained.
Literature review on the trends in quality management system
On the basis of the research executed by Sqss (2013), it has been identified that there is
number of trends of a quality management system that will be proven beneficial to the business
entities. The following are the trends that will aid seven events in managing the quality of the
services offered to the clients. The system of quality management is all about the products and
services offered by the business firm (Chang, 2016). Authors also observed that the concept of
quality management has been proven as a critical element that is the contribution to the
successful development and advancements of the innovations. And hence it is observed that this
system is live in the roots of the organization and will be there for future. Authors are also

Quality Management
describing that there will be an emergence of a trend towards profound knowledge and that will
be a well-blended mixture of project and quality management principles.
Influence of quality management practices
Customer satisfaction
The concept is concerned about a marketing term that means measuring the expectations of the
customer that has been fulfilled by the products and services offered by the business firm
(Stevenson and Sum, 2015). Customer satisfaction has been considered as one of the significant
terms for any of the business organization as it provides metric through which the business entity
can manage and bring advancements in the business. The below mentioned are the some of the
reasons for the significance of the customer satisfaction:
 This has been considered as an indicator of re-purchase intentions and brand loyalty of
the customer.
 It can also be termed as a point of differentiation.
 It brings minimization to customers agitate (Zaharias and Pappas, 2016)
 Also, an increase in the lifetime value to the customer is observed
 Retaining customers is proven cheaper as compared to acquiring new ones
And hence attaining a high level of customer satisfaction is one of the significant attributes for
seven events in accomplishing pre-determined goals and targets.
Aspects of quality management practices
On the basis of the above-analyzed scenario it has been noted that the below mentioned are some
of the prime aspects of the quality management practices that are found to be associated with the
outcomes:
Ethics: This term means discipline for good and bad practices occurring in the business
organization (Padhi 2018). It is a two-faceted aspect and is significant for the quality
management system. Ethics are the code of conduct that is considered as the outlines for the
employees for operating in the organization.

Quality Management
Integrity: Implication of honesty, morals, values, and observance of the facts is integrity.
Integrity is a must element for the system of quality management.
Trust: This term is a by-product of the concept of integrity and ethics and also an integral aspect
of the quality management system (Kerzner and Kerzner, 2017). Trust is one of the significant
concepts as it fosters the participation of the employees within the organization and also allows
empowerment that encourages pride ownership and commitment.
Training: Training is very much significant for the employees as properly trained employees
will be better in producing and operating the activities. This will automatically enhance the
quality of the services (Dale, 2015). During the creation and formation of TQM, employees are
trained so that they can become effective employees for the company.
Recommendations
Seven events can make use of various approaches for making a successful implementation of the
system of quality management. The below presented is the 8 step process for implementing the
effective quality management system in organizational structure:
 Identify the need for the change: The first factor or the initiative for which
recommendation has been made for successfully implementing the system is identifying
whether the workforce within the organization wants to make the change happen or not.
The acceptance of this system will be based on the type of organization.
 Clarity over the mission and vision to the management and the workforce: This can
be considered as one of the significant recommendations that will aid in the
implementation of a quality system. Clarifying the mission and vision of the employees
and management and also a proper medium of communication should be adopted for
doing the same.
 Survey key targeted customers: One of the prime motives of developing TQM is
offering customer satisfaction and hence it is very much essential to make survey the
customers and various associated aspects.
 Identify critical success factors: CSF can be considered as the parameters for measuring
set targets. These are the quantifiers that are required to be measured for the progress
attained and these are the critical success factors.

Quality Management
 Map out major processes and sub-processes: The concept is process-based and it's a
subject of continuous improvement. This system comprises of processes and sub
processes.
 Train and re-train employees: Training sessions to the new candidates and re-training
to the existing employees is an essential step as they are held liable and indulged in the
process of managing all the operations and processes. And thus the successful
implementation of quality management largely depends on this factor.
Conclusion
In the limelight of the above-executed analysis, it has been inferred quality management is the
process of bringing improvement and advancements in the quality of the products and services of
the business organization. The assessment is focused on seven events that are an event
management company and the report comprise the description of the identification of the quality
practices and operations adopted by the business entity. The overall concept is all about the
quality management system for increasing the level of customer satisfaction. The assessment
also comprises of the business practices and methodologies adopted by the seven events for
improving the quality of the services.
.

Quality Management
References
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on KRA/KPI. In International conference on technology and business management March (Vol.
23, p. 25).
Butler, G and Dobert, D, 2011, Implementing a successful quality management system, Assessed
on 7th February 2018, https://www.pharmpro.com/article/2011/11/implementing-successful-
quality-management-system.
Chang, J.F., 2016. Business process management systems: strategy and implementation. CRC
Press.
Dale, B., 2015. Total quality management. John Wiley & Sons, Ltd.
Evolvedmedia, 2018, 3 KPI challenges and how to overcome them, Assessed on 6th February
2018, http://www.evolvedmedia.com/wp-content/uploads/2016/03/CITO-Research_Qlik_3-KPI-
Challenges-and-How-to-Overcome-Them_White-Paper_2015.pdf.
Hammoudeh, M.M., 2016. Islamic values and management practices: Quality and
transformation in the Arab world. Routledge.
Kerzner, H. and Kerzner, H.R., 2017. Project management: a systems approach to planning,
scheduling, and controlling. John Wiley & Sons.
Kerzner, H. and Kerzner, H.R., 2017. Project management: a systems approach to planning,
scheduling, and controlling. John Wiley & Sons.
Kerzner, H., 2017. Project management metrics, KPIs, and dashboards: a guide to measuring
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Kotler, P., 2015. Framework for marketing management. Pearson Education India.
Murray, M, 2017, Total quality management (TQM) and quality improvement, Assessed on 6th
February 2018, https://www.thebalance.com/total-quality-management-tqm-2221200.
Padhi, N, 2018, Eight elements of TQM, Assessed on 7th February 2018,
https://www.isixsigma.com/methodology/total-quality-management-tqm/eight-elements-tqm/.

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Parmenter, D., 2015. Key performance indicators: developing, implementing, and using winning
KPIs. John Wiley & Sons.
Sallis, E., 2014. Total quality management in education. Routledge.
Sqss, 2013, Future trends in quality management, Assessed on February 2018,
http://www.sqss.gr/el/new/98-future-trends-in-quality-management.
Stevenson, W.J. and Sum, C.C., 2015. Operations management. New York: McGraw-Hill
Education.
Suleman, Q. and Gul, R., 2015. Challenges to Successful Total Quality Management
Implementation in Public Secondary Schools: A Case Study of Kohat District, Pakistan. Journal
of Education and Practice, 6(15), pp.123-134.
Tarapiah, S., Aziz, K. and Atalla, S., 2015. Common radio resource management algorithms in
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Wilson, A., Zeithaml, V., Bitner, M.J. and Gremler, D., 2016. Services marketing: Integrating
customer focus across the firm. McGraw Hill.
Zaharias, P. and Pappas, C., 2016. Quality Management of Learning Management Systems: A
User Experience Perspective. Current Issues in Emerging eLearning, 3(1), p.5.