Quality Management in Business: Strategies and Approaches Report

This report delves into the realm of quality management within a business context, focusing on the importance of quality in goods and services for customer loyalty and business success. It examines the essential elements of quality management, including planning, improvement, quality assurance, and management. The report analyzes the case of the Rose and Crown Hotel, addressing its challenges related to declining sales and profitability due to ineffective quality management. It explores various approaches to enhance quality, such as fact-based decision-making, customer focus, and the application of methodologies like those proposed by Edward Deming, Philip Crosby, and Kaoru Ishikawa. Furthermore, the report highlights the differences and similarities between these approaches, emphasizing the significance of customer satisfaction, continuous improvement, and effective marketing in achieving business goals. The report also discusses the functions of quality control and assurance procedures, and the types of information available to clients and the significance of effective marketing.

Quality Management In Business

Table of Contents
INTRODUCTION...........................................................................................................................2
TASK 1............................................................................................................................................2
1. Definition of Quality in terms of business and Service provision.........................................2
1.2 Illustrating the function of Quality control as well as assurance in assurance and
inspection procedure ..................................................................................................................3
1.3 Discussing the several approaches that can be adopted by rose and crown hotel for
improving quality management...................................................................................................4
1.4 Explaining the differences as well as similarities between several approaches or methods.5
TASK 2............................................................................................................................................6
2.1 Discussion on Customer satisfaction....................................................................................6
2.2 Explaining the meaning of continuous improvement...........................................................8
2.3 Types of values that can be gained through Procedure of continuous improvement ..........8
2.4 Types of information made available to clients and significance of effective marketing.....9
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................12
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INTRODUCTION
Quality management is recognised as a technique which is adopted by organisation for
development of product. In present scenario, It has become essential for organisation to focus on
the quality of products, in order to gain customer loyalty and attract more number of clients.
Quality management tool assist business entity in ensuring effect services that are to be delivered
to customers. Customer and supplier relationship is based on the quality of goods or services.
This factor has direct impact on the profitability and sales of firm. Effective quality management
system helps company in maintaining the quality of product or services. It consists of four
essential elements these are planning, improvement, quality assurance and management.
The report has focus on developing the understanding about the concept of quality
management and identifying the importance of same in context of Rose and crown hotel. It will
highlight some approaches that can be adopted by hotel improving quality management.
TASK 1
1. Definition of Quality in terms of business and Service provision
Quality is defined as the characteristics or features of goods or services, which is
recognised by buyer. In present Scenario, consumers are more Quality oriented rather than price
conscious. It has been identified from the given case scenario, the rose and crown hotel is facing
many issues such as decrease in sale due to poor quality management. This factor also have
direct and major effect on firm reputation and brand image. Quality is only the factor that will
support organisation in providing satisfaction to its client. The concept of quality assist business
entity in ensuring the adherence of the product or the service with the standards. It indicates the
reputation or goodwill of firm. The good is considered to be of standard Quality if it able to
fulfil the needs of customer. Product is to be considered as quality when it has been designed as
per the purpose of satisfying the wants of consumer.
There are many standards have been formulated or implemented by legal authority for
measuring the quality of goods or service. All these standards are applicable to all types of
products as well as services. It is required by the Rose and crown hotel to comply with these
standards. As this will not only aid firm in eliminating legal obligations. The management team
in rose and crown hotel has decided to implement quality management system in order to
influences customer to buy company's product or services. This system has provided firm an
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opportunity to rebuild or enhance its brand reputation in the market. Organisation is seeking
support, advice as well as suggestion from internal and external stakeholders in order to identify
the area of improvement and recognising the appropriate way for bringing positive change at
workplace. The effective as well as standard quality of product or services provide customer an
opportunity to ensure that the item consume by them does not have adverse effect on their health.
It also enables organisation to built mutual trust with their client and retail them for long period.
The several standards such as ISO allows business entity to demonstrate quality of goods
or service, its features in order to provide satisfaction to customer and influence them to buy
particular item. It also enables company to cater the expectation of their client (Dust, Rode,
Arthaud‐Day, Howes and Ramaswami, 2018)
1.2 Illustrating the function of Quality control as well as assurance in assurance and inspection
procedure
The objective of rose and crown hotel is to deliver high quality of goods or services to
customers. This factor has supported organisation to establish good or leading position in the
market. It has also provided company a chance to increase profit and sales. Due to the standard
quality of products or service, Cited venture has able to enhance brand reputation. Effective
quality management system has allowed firm to maintain quality of goods and services. The
important procedure involved in the quality management are:
Quality control:
It is defined as procedure of assessing as well as evaluating or reviewing the significant
components which are directly or indirectly associated with process of production. Quality
control operation or activity enables enterprise to maintain the quality of product or services
during the manufacturing activity. This procedure also allows management team in rose and
crown to ensure effective as well as efficient utilisation of resources during process of
production. It also aids management team in recognising various internal as well as external
factors that have major effect on quality of goods or services. This procedure also support
organisation in identifying the influence of several variables on operational decision or
determination of product to be manufactured. Quality control process also help operational
manager in evaluating the performance of Employees and recognising the skills posses by
worker engaged in operational activities. It allows manager to identify the performance gap and
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plan tactics in order to improve the same. Quality control procedure involves the inspection
activity in order to detect the quality of goods or services after production.
Quality assurance
The procedure is executed by management team for ensuring the elimination of defects or
several issues that are related to delivering products or services to customers. Quality Assurance
process is conducted by operational manager in rose and crown hotel in order to ensure that the
goods or services that are provided to consumers are of high or standard Quality. There is a
minor difference between quality assurance and control procedure. Quality control process
emphasizes on completed product which is the outcome of process of production.
Both the above processes has supported rose and crown hotel not only in maintaining the
quality of product or services but also ion gaining customer loyalty. It has provided firm an
opportunity to increase sales as well ass profitability (Inglis,2015)
1.3 Discussing the several approaches that can be adopted by rose and crown hotel for improving
quality management
It has been identified from the given case scenario that management team in rose and
crown hotel is concerned about the decreasing sales and profitability. The reason that has been
recognised by manager in ineffective quality of products and services. Organisation can adopt
various approaches for enhancing the quality management process .
Fact related decision making-It is suggested to operational management team in rose and
crown Hotel to adopt the fact based decision making. As this strategy will support manager in
making appropriate and effective judgement. It will also allow firm to meet the appropriate
standard or performance or product criterion. The management team in Rose and crown hotel in
order to make suitable decision is required to analyse and evaluate several company reports.
Marketing team in cited venture need to facilitate market research. As this activity will help firm
in identifying the expectation of customer and support company in fulfilling the same. By
utilising the facts as well as information that has been gathered through survey, operational
manager can make suitable determination about the standards or quality of products or services
required to be maintained.
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Consumer focus-It is required by management team in rose and crown hotel to emphasize on
recognising the expectation as well as need of client .As this will help organisation in providing
the satisfaction to client and maintaining quality of goods or services.
Edward Demings approach-This concept provides management team in rose and crown hotel a
guideline which will support operational manager in successful planning as well as execution of
quality management procedure. Edward Demings approach will aid firm in achieving quality of
goods or services by encouraging operational manager to conduct inspection. It also influences
operational management team to develop as well as adopt new philosophies that can be
beneficial in eliminating performance gap.
- This concept provides important principles which states that Quality in process, operation,
products or services can be achieved after the fulfilment of certain requirement. It also dictates
that quality can be assured by ensuring the elimination of defected and completion of the
procedure. As per this approach quality can be evaluated by recognising or identifying gaps that
can be done easily by establishing standards.
Kaoru Ishikawa’s approach- This concept provides the several phases or stages ion the quality
management process which is required to be completed. It is required by operation management
team to analyse or realise the goals as well as objective of organisation. In next phase, manager
should analyse or determine the ways , methods or techniques that can be adopted for
accomplishment of targets. In third stage, It is required by operational manager to make training
arrangement for employees or workers engaged in operational as well as production activity. At
fourth stage, the workforce who are responsible for manufacturing products or service should
use their knowledge as well as skills gained by them through training event. As this activity will
support company in ensuring the high quality of goods or services that are to be delivered to
client. In Fifth stage, the manager or trainer should review the impact of implementations on the
several business procedures or activities. At final phase, operational manager is required to plan
tactics for managing those impact.
1.4 Explaining the differences as well as similarities between several approaches or methods
Comparison and similarities between
Edward Demings approach and Philip Crosbys Approach
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The similarities between the Edward Demings and Philip Crosbys is that both these
concepts emphasizes on avoiding the dependency of quality management procedure on
inspection activity. These approaches dictates that the operational management should focus on
controlling the quality of goods or services at initial stage that is during the planning of
manufacturing product or services.
The difference between both the concepts is that Edward Demings states that the
manager in firm should not set target for employees engaged in operational or production
process. As this factor can have adverse effect on the quality of process, operation as well as
goods and services. On the other hand, Philip Crosbys approach is concerned with the
accomplishment of goals and objectives.
Philip Crosbys Approach and Kaoru Ishikawa’s approach
The similarities between these two approaches is that both the concepts are concerned
with setting of short as well as long term targets, completion of the procedure and achievement
of goals. These approaches also have focus on defining the quality of products or services.
Prevention of procedure is the major as well as important point of difference between
these two concepts. Philip Crosbys Approach emphasizes on price of items or services. Whereas
Kaoru Ishikawa’s approach is concerned with fulfilling the essential requirement by production
process. As this concept states that fulfilment of need may have adverse effect on the outcome.
Fact based decision making and Customer focus approach
The similarities between Fact based decision making and Customer focus approach is
that both of these concepts is adopted by organisation improving the quality of product or
services and gaining competitive advantage.
The difference between both the approaches is that information gathered in Fact based
decision making is through internal sources. On the other hand, in Customer focus data has
been collected through external source and through conducting survey or research (Dale, Van der
Wiele and Van Iwaarden,2014)
TASK 2
2.1 Discussion on Customer satisfaction
Customer Satisfaction is defined as evaluation of compliance of characteristics of
products or services in order to cater the needs of clients. High satisfaction level of customers
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support organisation in ensuring the post purchase of goods by customers. It also provides
business entity an opportunity to enhance brand reputation. Customers satisfaction also allow
organisation to gain client loyalty and develop as well as maintain healthy relationship with
customers.
It is essential for manager in Rose and crown hotel to formulate effective customer
policies. As this strategy will support organisation in retaining existing client and attracting more
number of customers. Employees who has been hired by company are provided with the
guidelines which are to be followed by workers when delivering products or services. As this
strategy will support management team in ensuring that suitable as well as effective services or
goods are being delivered to client in professional manner.
As per the study of consumer behaviour, It has been identified that costumer may
purchase goods or services for fulfilling or satisfying their neds and demands. After consuming
or utilising the item or services , clients make determination of extent to which the needs are
satisfied or the relevant problem solved. According to several approaches if customer achieve
high level of satisfaction then they provide positive feedback and develops healthy or strong
relationship with company. It enables Rose and crown hotel to become popular and get
recognition in the market. High level of customer satisfaction assist business entity in
establishing good position in the industry and increasing competitive strength. Some of the
clients those who have gained high level of satisfaction with the quality of the product or
service become loyal to the brand and perform repeat purchases. This factor support enterprise in
accomplishing business goals as well as objectives.
It is required by Rose and crown hotel staff to deliver quality , healthy and delicious food
to customers. As this strategy will support firm in encouraging consumer to visit again and make
frequent purchases. The company can provides additional or after sales services to its client. As
this activity will help organisation in providing high level of satisfaction to shopper. It is required
by marketing team in cited venture to conduct survey, research in order to collect feedback or
suggestion from consumer. This Strategy will assist business entity in recognising the
expectation of client and planning tactics to cater the same. Customer satisfaction indicates the
positive image of the company at the global level and also assists the business to improve the
image in the international market (Wang, Kung and Byrd, 2018)
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2.2 Explaining the meaning of continuous improvement
Continuous improvement in business assist manager in bringing drastic as well as
positive change at workplace. It provides company an opportunity to attract more number of
clients and talented employees. Continuous improvement is refers to as business culture which
consists of several operations or procedure designed with the intention to implement positive
change in various aspects of business. It is defined as making something better and unique in
order to increase competencies as well as gaining competitive advantage in the market.
Continuous improvement encourages management team to develop suitable plan and facilitate
innovation within an enterprise. It also enables manager in formulating effective strategies for
making improvement in various business fields which further support organisation in expanding
business. This leads to the improvement in organisational performance and enhancement in
quality of the product or service delivered by an enterprise. It is required by customer
relationship manager to conduct survey and recognise the problem faced by customers during
their stay in hotel. As this strategy will support company in developing as well as maintaining
healthy relationship with customer. Customer satisfaction support company to establish the
benchmark of the services or products that are provided to the customers and retain the clients
for the longer period (Ginter, Duncan and Swayne,2018)
2.3 Types of values that can be gained through Procedure of continuous improvement
Objective of rose and crown is to provide high return to shareholders and customers. As
this will help firm in maintaining the business performance, brand reputation and position in the
market.
The following phases is included in facilitating the continuous improvement in
procedures, operations, activities and system. At initial stage, it is required by manager to
recognise the area of improvement and identify performance gap. This can be done by
establishing standards or setting some criterion. Next phase include planning of operation or
actions that will enable manager in implementing change. The third stage includes execution of
plan or strategies that has been designed for bringing improvement in policies, procedure,
activities and system.
It also enables rose and crown hotel to rebuilt their business system or procedures within
an enterprise. Continuous improvement allows company to explore and capture several business
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opportunities. New Training arrangement made by manager in a company allows workers to
increase knowledge and develop several skills which can be utilised by them for executing
operation at workplace. It also supports manager or leader to ensure effective outcome. This
strategy provides organisation a chance to hire and create highly talented, skilled workforce. It
aids business entity in reducing the cost of production and minimising the short or long term
losses. The other advantages or benefit of continuous improvement are increase in number of
loyal customers, cost reduction, effective as well as efficient utilisation of resources, high growth
rate, increase in expansion and other business opportunities. It also assists organisation in
increasing competitive strength and gaining competitive advantage in the market. Continuous
improvement enables manager to bring positive change at workplace. It enables business entity
in identifying new ways for increasing profitability and sales.
Innovative product or services assist an enterprise in attracting more number of
consumer. It also supports firm in accomplishment of business goals and objectives. It is required
by Rose and crown hotel to create and deliver unmatch combination of services or add new
variety of food item in menu. As this strategy will enable cited venture in influencing people to
visit again. It will help firm in increasing the demand for food item, rising profit and sales. The
implementation of continuous improvement process allows company to provide high level of
satisfaction to customers.
Total quality management emphasizes on continuous improvement as it enables business
entity to deliver high quality products and services. It allows firm to win over competitors.
Continuous quality improvement can reduce the number errors or defects in products or services.
This procedure also allow firm to s better equipped to adapt to changes in an industry or business
environment (Zhang, Ying and Tan, 2018)
2.4 Types of information made available to clients and significance of effective marketing
The few details or information that are to be made available to customers are details
about location, information about product or services , promotional activities etc. It is required
by marketing manager to demonstrate the additional benefits of consuming particular item. As
this activity will support firm in developing the interest of items among consumer. It also allows
organisation to inspire people to buy particular brand. External stakeholders also have interest in
getting information about the company activities , past and present business performance. As this
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activity allows consumer to make appropriate choice of buying goods or service. It also enables
client or shopper to gain confidence and develop mutual trust with company. The marketing
manager in rose and crown hotel require formulating effective marketing strategy. As This will
support business entity in communicating its objective to customer and developing as well as
maintaining healthy relationship with client. It also enables business entity to enhance brand
image. The implementation of effective marketing strategies in an enterprise allows the business
entity to identify, anticipate and satisfy the needs of the customers in a specific market. It is
essential for organisation to provide the detail about the corporate responsibility fulfilled by the
company. As this strategy will support business entity in gaining customer loyalty. Marketing
plans assist organisation in accomplishing various objectives such as increasing market share .It
also allows enterprise to foster market growth. Marketing activities allow business entity to
promote its product , services and brand. It helps firm in gaining recognition in the market. It is
considered as backbone of company which provides firm an opportunity to increase sales and
profitability. The rose and crown hotel can implement new as well as advance technology within
an enterprise. As this will support business entity in developing new product or additional
services and bringing improvement in existing items (Gardner, Linderman and McFadden,
2018)
CONCLUSION
The report has concluded that quality management is essential process which assist
business entity in gaining customer loyalty , generating sales revenue and increasing
profitability. Project has highlighted the several strategies that can be adopted by Rose and
crown hotel. As these plans will support business entity in improving as well as maintaining the
quality of operations, products or services. It has been identified from the assignment that
customer satisfaction is very essential in order to increase sustainability and achievement of
success by organisation. As this only the factor which will help firm in exploring and capturing
various business opportunities. It is the responsibility of organisation to identify as well as
satisfied the needs of internal and external stakeholders. The project has concluded that manager
in Rose and crown hotel is required to implement some rules and regulations, standards within
an enterprise. As this will aid enterprise in maintaining the quality of product or services.
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The various approaches have been suggested by Report that can be used by Rose and
Crown Hotel. As these concepts will assist organisation in successful implementation of quality
management system at workplace.
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REFERENCES
Books and Journal:
Dust, S.B., Rode, J.C., Arthaud‐Day, M.L., Howes, S.S. and Ramaswami, A., 2018. Managing
the self‐esteem, employment gaps, and employment quality process: The role of
facilitation‐and understanding‐based emotional intelligence. Journal of Organizational
Behavior.
Inglis, A., 2015. Quality improvement, quality assurance, and benchmarking: Comparing two
frameworks for managing quality processes in open and distance learning. The
International Review of Research in Open and Distributed Learning, 6(1).
Dale, B.G., Van der Wiele, T. and Van Iwaarden, J., 2014. Managing quality. John Wiley &
Sons.
Wang, Y., Kung, L. and Byrd, T.A., 2018. Big data analytics: Understanding its capabilities and
potential benefits for healthcare organizations. Technological Forecasting and Social
Change, 126, pp.3-13.
Ginter, P.M., Duncan, J. and Swayne, L.E., 2018. The Strategic Management of Healthcare
Organizations. John Wiley & Sons.
Zhang, M., Ying, K.T. and Tan, K.H., 2018. Managing quality risk in supply chain to drive
firm's performance: the roles of control mechanisms. Journal of Business Research.
Gardner, J.W., Linderman, K.W. and McFadden, K.L., 2018. Managing Quality Crossroads in
Healthcare: An Integrative Supply Chain Perspective. Quality Management Journal,
25(1), pp.2-17.
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