Quality Management Analysis and Improvement Plan for Rose Hotel

This report addresses quality management issues at the Rose and Crown Hotel, focusing on customer satisfaction, continuous improvement, and effective marketing. It explores the process of continuous improvement, emphasizing training and development to enhance employee skills and increase customer loyalty. The report also discusses methods for measuring quality management, including customer satisfaction surveys and opinion polls, and highlights the importance of user and non-user surveys for understanding customer needs. Furthermore, it examines the value of complaints procedures and self-assessment in identifying the current state of the hotel's performance. Effective communication, record keeping, and staff consultation are emphasized as crucial for executing a successful quality scheme. Finally, the report suggests modifications to existing systems to improve service quality, including enhancing communication procedures and implementing cost-cutting techniques without compromising quality.

Quality management in business
Task – 2

INTRODUCTION
In the current case, Rose and Crown hotel is facing problem related to
quality management. As a Front House manager processes related to
continuous improvement and various approaches to measure quality
management will be discussed. Importance of communication will be
discussed along with new system to improve the service quality in the
hotel will be discussed.

TABLE OF CONTENTS
2.1 customer satisfaction
2.2 Meaning of continuous improvement
2.3 Process of continuous improvement
2.4 Types of information given to customers and the importance given to effective
marketing
3.1 Explaining how quality management is measured
3.2 Benefit of user and non-user surveys in determining customer needs
3.3 Methods of consultation employed in quality scheme
3.4 Value of complaints procedures and ways they can be used to improve quality

TABLE OF CONTENTS
4.1 Role of self -assessment in identifying current state of health of
the firm
4.2 Importance of communication and record keeping
4.3 Ways of following guidelines on the stages of staff consultation
for effective execution of a quality scheme
4.4. Modifications to existing systems for improving service quality
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2.1 Customer Satisfaction
 Measure of compliance of feature of the products and services
 High level of satisfaction, higher sales and profits
 Customer satisfaction results in positive feedback about the firm

2.2 Meaning of continuous improvement
 Set of activities being adopted to improve various aspects of the firm
 Helps in improving the performance of the firm continuously
 If the product’s quality is high, it will lead in increasing the popularity
and reputation of the company

2.3 Process of continuous improvement for
demonstrating the type of added values to be
gained
With the continuous improvement process, the Rose and Crown hotel
will improve training and development system for the employees. This
will allow the continuous improvement activity to determine the
opportunities of training programs that will enhance a specified set of
skill of the workers to a new level. After executing the plan, the workers
of the hotel will gain a whole new set of skills (Nanda, 2005). The
added value which the hotel will gain are increased benefits of costs of
processes, reduction in the costs, increased customer loyalty, brand
image, more profits and higher satisfaction of the employees.

2.4 Types of information given to customers
and the importance given to effective
marketing
 Location details of the retailers
 Operating times of those retailers
 Comparative price list of various geographic location
 Promotional activities and offers related to the products
 Past performance of the hotel
 Corporate Social activities conducted by the hotel

Continued…
Importance of effective marketing
Strategies related to Effective marketing will allow all these
information to be communicated to the appropriate customers
effectively and helps in building a reputation of the firm. If
marketing strategies are implemented than the Rose and Crown
hotel will be able to determine, anticipate and satisfy the needs of
the customers in a specified market at a right time. Further, effective
marketing allows the firm to stay responsive to the alterations taking
place in the market and helps in maintaining a competitive edge
over the firms in the market.

3.1 Explaining how quality management is
measured
 Customer satisfaction surveys
 Opinion polls
 Sales and profit figures
 Questionnaires

3.2 Benefit of user and non-user surveys in
determining customer needs
 User surveys – Firm can comprehend the things that customers finds
good in the corresponding products with this survey. In addition to
this, this type of survey also support the firm in understanding
possible advantage one product has over other rival product in the
intellect of the customers.

Continued…
 Non-user surveys – This type of surveys helps the firm in
understanding the buying behaviour of the non-users. With this,
the firm can identify the alterations required in the product so that
they can attract large base of customers which are not currently
satisfied with the product.