MGT325: Quality Management Practices in Seven Events Analysis

This report provides an analysis of quality management practices within the context of event management, specifically focusing on 'Seven Events,' an event management company. It identifies current practices, issues, and trends in quality management, including the definitions of quality services and relevant approaches such as Total Quality Management (TQM) and Key Performance Indicators (KPIs). The report also addresses issues in the implementation of these approaches, such as leadership effectiveness in TQM and data retrieval challenges in KPI application. Furthermore, it reviews trends in quality management systems, emphasizing the influence of quality management practices on customer satisfaction, ethics, integrity, trust, and training. The analysis is supported by references to relevant academic literature and online resources.

QUALITY MANAGEMENT
S E V E N
E V E N T S

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 (Arora and Kaur,
2015)
The mechanism also brings enhancement in the effectiveness
and efficiency on a continuous basis of the operations
executed within the organizational structure
The concept is focused towards offering the customer with the
best quality services to the consumers

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.
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.

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
As mentioned in the present scenario, 7 events is an event
management company and is offering services to the
clients. The mission of the business entity is to motivate the
workforce so as to find the best way for contributing and
enhancing the events. (Butler, and Dobert, 2011)

APPROACHES OF QUALITY MANAGEMENT
SYSTEM
Total quality management
Approach that has been made concerned for bringing
improvements in the quality and performance that will fulfill
or exceed the expectations of the customer.
• Executive management
• Training
• Customer focus
• Decision making
• Methodologies and equipment
• Company culture
• Employee involvement

CONTINUED..
KPI
An approach that is concerned in 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 (Chang, 2016)
KPI’s can be used by the business organization at any level for
evaluating the success and reaching targets

ISSUES IN IMPLEMENTATION OF APPROACHES OF
QUALITY MANAGEMENT
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 successful
implementation of TQM
One of the biggest and the most effective factor for successful
implementation of the TQM is effective leadership. And if
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.

ISSUES WITH KPI
The tools of KPI require puling data from sources. The data in
the business organization are generally stored in the
storage tower and is also required to be retrieved from
multiple sources (Dale, 2015)
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 are number of trends of 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

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 (Evolvedmedia 2018)
Aspects of quality management practices:
• Ethics
• Integrity
• Trust
• Training

REFERENCES
Arora, A. and Kaur, S., 2015. Performance assessment model for
management educators based 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-successf
ul-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, 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_Whit
e-Paper_2015.pdf
.