Quality and Operations Management Systems Report

This report delves into the Quality Management System (QMS), Environmental Management System (EMS), and Occupational Health and Safety Management (OHS) policies across various sectors, including hospitality and construction. It highlights the importance of these policies in enhancing organizational performance, stakeholder satisfaction, and compliance with international standards. The report uses case studies from Majestic Hotel, WBC Construction, and IKEA to illustrate the implementation and impact of these management systems, emphasizing continuous improvement and employee training as critical components for success.

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Contents
Introduction.................................................................................................................................................3
Task 1 – Quality management system (QMS).............................................................................................4
1.-1 Quality policy of Majestic Hotel......................................................................................................4
1.2 Five stakeholders of the Majestic hotels............................................................................................5
1.3 Processes for Stakeholders' needs......................................................................................................6
1.4 Process 1- Inputs and Outputs............................................................................................................8
1.5 Five performance measurement parameters.......................................................................................9
1.6 Continuous improvement program at Majestic Hotel......................................................................10
Task 2 – Environment management system...............................................................................................12
2.1 EMS policy......................................................................................................................................12
2.2 Stakeholders of the WBC................................................................................................................13
2.3 WBC activities/ Operations...........................................................................................................13
2.4 Energy storage system.....................................................................................................................14
2.5 Environmental impacts....................................................................................................................16
2.6 Environmental objectives................................................................................................................17
2.7 Realistic and relevant targets...........................................................................................................17
Task 3- Occupational health and safety management................................................................................18
3.1 OHS policy......................................................................................................................................18
3.2. Risk in company.............................................................................................................................19
3.3 Risk assessment chart......................................................................................................................20
3.4: Elimination of risks........................................................................................................................22
Conclusion.................................................................................................................................................23
References.................................................................................................................................................24
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Introduction
There are three policies that we are going to explain in this report with the help of different
organizations. The policies that mainly focused are the quality management policy,
environmental policies and occupational health and safety management policies. This report
covers the three different sectors, hotel, construction and manufacturing company. In this report,
the companies chosen to explain all the policies are Majestic hotel and spa, WBC and IKEA. All
the policies made by these organizations are playing very important role in order to achieve the
objective of the company. This is carried to understand all the factors that improve the
performance of the organization and eliminate the risks. The overall objective of any kind of
business is to perform well and manage all the operations of the business in such a way that it
will help the organizations to gain the profits. Every company, from the different sectors like
hotel, construction or the manufacturing, requires some strategies in order to compete in the
market by keeping in mind all the important factors like environmental, quality and health of the
employees. The above report makes it clear the role of the organizational policies in the business
operations. Moreover, the policies that are explained in this report have some objective. First
policy that is Quality management system have the main motive of these policies is to check the
quality of the products and services and their accuracy. All the ISO directions are very useful as
they all are assisting in supervision and service improvements. Moving further to the
Environmental policies, the Construction Company, WBC has the objective to provide the best
quality services with minimum prices in comparison to the other organizations. The last one
policy named as occupational health and safety policy has the major objective is to improve the
occupational health and safety of the employees in order to improve the performance of the
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employees. The IKEA is the company that treats all types of employees either blue collars or
white collars equally.
However, in all the three policies, the main focus is given on the training and development of the
workers as we all know that the employees are the assets of the company and the growth of the
company is highly dependent on the performance of the employees.
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Task 1 – Quality management system (QMS)
1.-1 Quality policy of Majestic Hotel
The hotel chosen to explain the concept of the quality management system is the Hotel Majestic
and spa in Barcelona. This is a five star hotel and was established for almost 100 years. This
hotel provides all the facilities of the luxurious rooms with the food services. Quality standards
of this hotel are truly relying on the services offered by the company as well as guest satisfaction.
Majestic hotel provides the services which are environment friendly in nature. The majestic hotel
follows quality and environment management by keeping all these factors in mind and
committed towards the corporate social responsibility with the directions or guidelines of the
UNE-EN9001:2008.
Talking about the ISO 9001, then it is the international standards that are established in order to
manage the business operations. According to these standards, all the needs of the customers of
the hotel should be fulfilled to gain the guest or customer satisfaction. The main motive of these
standards is to check the quality of the products and services and the accuracy. All the ISO
directions are very useful as they all are assisting in supervision and service improvements.
As per the directions of the ISO 9001, the Majestic hotel and spa, build the quality policy to
bring a change in the internal business environment of the hotel to build the different image from
the other competitors. In spite of this, with the help of the quality policy and certification, the
majestic hotel manages all the risks, performance and employees who are involved in the process
of the decision making as well as internal communication of the hotel. There is an audit of the
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quality management system of the hotel to supervise the operational processes of the Majestic
hotel (Hotel, 2017). According to the quality policy, the quality of the goods and improvement of
the services is possible by giving the incentives to employees. It is very essential to motivate the
employees to maintain the quality of products and services in the organization. The supervision
of the audit team of the quality management system is very useful in order to analyze the
deficiencies in the employee’s performance. The visits by the audit team promote the
coordination and teamwork in the hotel. Hotel Majestic and spa follows the standards of the ISO
9001 that forced the company to work on the planning, organizing and supervise all the
operations requirements as per the needs of the customers.
1.2 Five stakeholders of the Majestic hotels
The following are the people assumed as the stakeholders of the hotel like many other hotels:
Employees: - Majestic hotel need to focus on the training and proper guidance for the employees.
It is very important to train the employees and to educate them about the customer services
techniques. The training is the only way that makes the employees able to deal with the
customers of the Majestic hotel and to take better decisions for the business as well as customers.
Customers: - Every customer of the hotel Majestic expects to receive quality services and food
services that value for the money. However, the majestic hotel needs to understand the
expectations of the employees to bring the change in the hotel industry.
Property owners: - Every wants to earn good amount of profits on the investments. The Majestic
hotel and spa found solutions for the environment and economic growth by communicating with
the owners of property.
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Shareholders: - The shareholders of the majestic hotel want to have the full knowledge about its
operations and the decisions taken by the hotel management to earn higher profits. As a result, all
the information about the business operations of the hotel helps the shareholders to know about
the current situation of the hotel and return on the investment (Conti, 2012).
Environment: - Attention is the need of the business environment. The business environment can
be improved by focusing on the different tasks that are internal and external to the activities. The
hotel also has some responsibilities towards the society as well as the environment.
1.3 Processes for Stakeholders' needs
There are 5 different steps involved to fulfill the needs of the stakeholders and these needs are
explained as below:
Analyze stakeholders: - The first step is to analyze the stakeholders and understand their interests
and characteristics. It is very important to understand the influence of the different factors on the
stakeholders’ needs. The Majestic hotel and spa will help their stakeholders only when the
company known the actual expectations and the needs of the stakeholders.
Understand the needs: - After analyzing their needs of the stakeholders, the next step involved is
the understanding of needs to avoid the conflicting situations among the stakeholders.
Stakeholder mapping: - Stakeholder mapping means to consider both the elements such as needs
as well as the influence. The hotel Majestic perform the stakeholder mapping step after analyzing
the needs and expectations of the stakeholders. This is the analysis related to stakeholder needs
and their influence. This step of the process is very useful to find out the best way to fulfill these
needs by mapping the influence and expectations of the stakeholders (Juliana & Juan, 2011).
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The above figure depicts the relation between the interests of the stakeholders and the level of
the influence.
Stakeholder management: - This is the main step of the process where the analysis and practices
met to manage the stakeholders. The needs of the stakeholders are met by doing the proper
planning to improve the quality of the services.
Evaluation and stakeholder engagement: - The evaluation and implementation of the plans is the
last step to make the planning successful.
1.4 Process 1- Inputs and Outputs
The process of the stakeholder analysis involves various activities to get the better results. The
IPO diagram given below is the process of analyzing the stakeholder’s needs. The IPO process is
the input process output where 10 inputs are given to get the best outputs.
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The IPO diagram is shown below:
Inputs Process Output
Brainstorming Stakeholders identification Registration of the
Stakeholders
Market research Business growth
Environmental factors Assessment information
generated
Organizational process
assets
Judgement of experts
Meetings
Procurement documents
In the above table, it is shown that the 5 inputs are given in order to identify the stakeholders.
The output of these inputs is the business growth and assessment of the information. This is the
IPO process useful for the companies in order take the best decisions for the business processes.
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1.5 Five performance measurement parameters
To measure the performance of the stakeholders, there are several parameters available
depending on the metrics. There are two different ways to analyze the performance of the
stakeholder’s that is quantitative and qualitative research analysis (AVAN Grid, 2015). The
different types of parameters used to measure the performances are shown below:
Empirical observations: - The empirical observations include the time taken by the stakeholders
in order to provide the quality services to its customers. The quality services will be related to the
hotel services, room services and food services.
Sampling: - This is also similar to the empirical observation, but the quality services are analyzed
through the small sample that represents the whole population.
Questionnaire: - It is a survey conducted for the stakeholders which consists of the list of
questions related to the quality of the services of the hotels.
Focus group: - This parameter involves the 4 to 5 people in a group that is smaller in the survey.
Interview: Personal interviews are the best method to analyze the needs and expectations of the
customers to improve the quality of the hotel services (Ivasciuc, 2015).
1.6 Continuous improvement program at Majestic Hotel
The Majestic hotel and spa situated in the Barcelona are using the continuous improvement
program to provide the best services to the customers. The most important cycle that used by the
Hotel is the PDCA cycle that involves the Plan, doing, control and action tasks. With the help of
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these programs the hotel industry is able to analyze the main problems and the reasons of the
quality of the hotel services like room, food and customer services.
PDCA cycle
All the sections included in the cycle are described below:
Plan: The first step of the PDCA cycle is the planning to bring a change in the quality services of
the majestic hotel. Before making any planning, the hotel industry needs to analyze the
opportunities for the Majestic Hotel and spa.
Do: Moving to the next step, then it involves the implementation of the plan at a small scale.
This is done to evaluate the possible consequences of the plans. (Qudos Management, 2010).
Check: The third step is the checking of the consequences and results obtained, through the data
collection methods such as questionnaires and surveys. This step helps to understand the fact that
the plan or change that is going to be implemented will be successful or not.
Act: The last stage of the continuous improvement is the implementation of the plans. The
implementation took place only when it is analyzed that the plan will bring a change in the
quality services of the Majestic hotel.
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Task 2 – Environment management system
This task explains the environment management policies by taking an example of the
construction industry. The WBC is the South African company that is doing the business of
construction of the luxurious houses and provides an efficient service to the clients in an ethical
manner.
2.1 EMS policy
The main objective of EMS policy is to analyze the impact of the services of the construction
industries on the environment. WBC Construction Company is building the environment
management policies in order to maintain the environmental relations. The company is the UK
based Company that focusing on the regulations of the environment while constructing
buildings, houses and offices. The WBC Construction company of the UK already has the
certification from the ISO 14001.
The main features of the Environmental management policy of the WBC are defined below in
the form of some points:
1. The goals and main objectives of the EMS policies are set ion the favor of the
environmental needs.
2. The documentation for the management of the standards of the policy in relation to the
objectives and goals is appropriate and authentic
3. A proper planning is done by keeping in mind all the available resources and plan the
structure for the performance of each task.
4. In case of emergency, the Company is ready with the Corrective actions.
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