TUI Group Quality Management: Analysis and Recommendations Report

This report examines the quality management practices of TUI Group, a major player in the hospitality sector. It delves into the underlying reasons for the company's poor quality ratings, specifically highlighting issues like inadequate customer service and employee inefficiency. The report assesses TUI Group's financial capabilities and staff competence in relation to quality improvement, emphasizing the need for training and technological advancements. Furthermore, it recommends the adoption of innovative technologies to enhance customer service and overall operational efficiency, aligning with the principles of total quality management. The conclusion stresses the importance of effective customer service and continuous improvement for maintaining a strong brand image and achieving financial success.

Quality management

Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
Outline at least 1 of the underlying reasons for poor quality that may have impacted TUI
Group being rated as one of the worst tour operators in the UK.................................................1
Assess the extent TUI Group’s financial capabilities and staff competence to improve quality.
.....................................................................................................................................................2
Make at least one recommendation to TUI Group on how improve the quality of their service
by reference to the total quality management concept................................................................2
CONCLUSION................................................................................................................................3
REFERENCES................................................................................................................................3

INTRODUCTION
Quality management can be describe as the process which is helpful for organisation in
order to perform organisational activities in better manner as well as help in meeting with the
requirements of customers. It is crucial for organisation to enhance its quality and performance
in order to conduct task in more effective way and increase loyalty of customers (Molina-Azorín
and etal., 2015). This report is based on TUI group. This organisation was developed din 1923
and it is dealing in hospitality sector. Headquarter is located in Hannover and Berlin, Germany.
This company is faced issues of quality services for recent time. This report will includes a
reason of poor quality and its impact on TUI Group. Along with this its financial capabilities and
staff competences are determined. Apart from this a recommendation is provided in order to
improve services quality.
MAIN BODY
Outline at least 1 of the underlying reasons for poor quality that may have impacted TUI Group
being rated as one of the worst tour operators in the UK.
Quality management is one of the essential aspect that should be consider by organisation
while performing business activities and conducting organisational task. TUI group is not able to
understand the needs and requirement of customer as well as poor customer services provided to
customers is the main reason for poor quality of respective company. This lead to affect the
brand image of organisation and increase dissatisfaction in customers. Customers service
department of TUI group is not able to perform its task in effective manner. employees of this
department are not full fill their job roles and responsibility (Siva, V. and et.al., 2016). It is
important for respective company to read the main correctly and properly as this consist of
customer requirement from organisation. Employees in customer services of respective company
is not reading the main on time and take huge time to respond or answer to the quarries of
customers. Lack of customer services and support to potential customer is the major reason for
decrease in performance of respective company. Due to inefficiency of employees and
incapability to successfully meet with the needs of customer affect the image of TUI group in
market area.
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Assess the extent TUI Group’s financial capabilities and staff competence to improve quality.
There are different methods and approaches that can be use by organisation in order to
improve qualities of business performance. Financial capabilities and staff competences of TUI
groups will assist in improving the quality of organisational task as well as conduct business
activities in more effective way (O’Neill, Sohal, and Teng, 2016). This will support in enhancing
the brand image of company and attracting more customers towards business.
Financial capabilities and staff member competences can be enhanced by providing proper
training to employees. Training and development is an effective technique which will assist TUI
company to increase customer services competencies of staff member. This is a very useful
method which will help in determine those areas in which employee is weak and due to which
they are not able to conduct task in appropriate manner. Training will assist in improvement in
skills of employees as well as enhancing their capability to effectively perform organisation task
along with this understand the needs of customers. this will lead to improvement in performance
of employees and they will be able to conduct business task in more effective and efficient
manner. Training method will not only enhance staff member capability but also assist in
improvement of financial capability of respective. By adopting this approach employees will
provide effective services to customer and help business in earning more profits. Effective
customer services and high quality services of organisation will support in attract large number
of customer and improvement in sales of business. This will lead to have direct impact over
revenues and profits of TUI group.
Make at least one recommendation to TUI Group on how improve the quality of their service by
reference to the total quality management concept.
TUI group needs to focus on improvement in quality of services in order to meet with the
needs of customers as well as improve the financial condition of organisation. It is recommended
to respective organisation to consider high technology in order to perform different business
activities. There is new and advance technology that will assist business in increasing their
capability and potential to conduct organisation task. TUI organisation should adopt new
technology as this will assist in improvement in customer services and help in management of
quality of organisational task. TUI group is dealing in travel and tourism sector and in this sector
customer services play crucial role on enhancing the experience of customers and meeting in
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their needs. Adaptation of innovative and advance technology will assist organisation in increase
employees capability and smooth performance of organisation task. Through technology
employees capability will be automatically increase and assist in accomplishment of
organisational desired objectives (Kafetzopoulos, D., Gotzamani and Gkana, 2015).
Technology will support company in management of quality of organisation as well as assist in
conducting business task in more accurate manner. thorugh innovative technology respective
company will be able to understand the needs of customer as well as assist in different way that
will help in providing better services to customer. It is crucial that employees are completely
trained to effectively use advance technology and correctly perform organisational task.
CONCLUSION
From the above report it can be concluded that quality management is a crucial part of
organisation as this support in developing strong brand image of company in market area. It is
essential for company to determine those areas which is weak and need improvement. This will
help in analyse different factors of organisation which is affect business in negative manner. it is
important for company to provide effective customer services as this will assist in meeting with
the expectation of customer and full filling the requirements of business.
REFERENCES
Books and Journals
Molina-Azorín, J.F. and etal., 2015. The effects of quality and environmental management on
competitive advantage: A mixed methods study in the hotel industry. Tourism Management, 50,
pp.41-54.
Siva, V. and etal., 2016. The support of Quality Management to sustainable development: a
literature review. Journal of Cleaner Production, 138, pp.148-157.
O’Neill, P., Sohal, A. and Teng, C.W., 2016. Quality management approaches and their impact
on firms׳ financial performance–An Australian study. International Journal of Production
Economics, 171, pp.381-393.
Kafetzopoulos, D., Gotzamani, K. and Gkana, V., 2015. Relationship between quality
management, innovation and competitiveness. Evidence from Greek companies. Journal of
Manufacturing Technology Management.
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