Total Quality Management: Benchmarking Process for Hilton Hotels

This report provides a comprehensive analysis of Total Quality Management (TQM) and benchmarking processes, specifically focusing on their implementation within Hilton Hotels. It begins with an introduction to benchmarking, defining quality standards, and exploring the significance o...Read More

TOTAL QULAITY
MANAGEMENT

Table of Contents
INTRODUCTION...........................................................................................................................3
Introduction to bench marking....................................................................................................3
Implementation of bench marking process.................................................................................4
Problems faced while implementing bench marking process.....................................................6
Risks involved in the process......................................................................................................7
Recommendation for risk mitigation..........................................................................................8
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10

INTRODUCTION
Changing business practices has helped the businesses in expanding its operations
efficiently around the world. The increasing market competition and increasing demand for
enhanced products and services has helped the companies in creating a wide impact on
organizational growth measures within the economy (Camp, 2013). Various business units has
created a wide and effective impact on the growth and development of the countries. Service
sector industries has effective impact of quality measures for effective working process. These
measures helps the business in enhancing the growth and development. Bench-marking is of the
most common and effective measures adopted by the business firms (Zhu, 2014.). This has
helped the organization in creating a wide and influential impact on the overall development and
growth as well.
The current study will focus on creating a wide and effective impact on the organizational
working. It will efficiently analyze the process of organizational working and its effectiveness as
well. The study will evaluate and analyze the process adopted by Hilton Hotel to accustom to the
quality standards demanded by the consumers. The report will efficiently analyses the level of
service standards and process that the company adopted in order to efficiently attain the
benchmark set within the economy.
Introduction to bench marking
Quality is considered as a standard of something which is generally measured at the time
of comparison. The meaning of quality in terms of business includes the characteristics of
products or service which satisfies the need of customers in a significant manner (Cooper and
et.al, 2010). The quality standards in service industry plays a significant role for the success and
growth of the business organization.
Service sector quality is a qualitative measure for the industry. The growth and
development of the hospitality industry demands wide impact on the overall organizational
growth while managing the service standards of the company. There are various measures
adopted by the business units to maintain and manage the service quality and standards of
working within the organization (Blackburn and et.al, 2006). Few measures which helps the
business to attain high quality measures within the industry are regular development, service

enhancement, workforce development, Strategic human resource management, Benchmarking,
etc.
Benchmarking is considered to be the most effective and viable measures for the business
units to enhance their growth and development measures within the industry. This helps the
business in setting the specific standards to be attained by the business organizations. Developing
benchmark helps the business in creating an effective growth impact on the business unit (Chau
and et.al. 2005). This helps an organization in creating a wide and effective growth measures
within the economy. This helps the business in analysing the current ways of working within the
economy and comparing those with the set standards existing in the economy. This helps the
business in evaluating the gap for the business growth. The business units thus focuses on filling
those gaps efficiently to attain the competitive edge within the market (Total Quality
Management (TQM), 2015.).
Benchmarking is the process which helps the business units to look at the external factors
which helps the business to growth within the market and enhance the growth prospects for the
same in order to attain the considerable growth prospects. The current study focuses on analysing
the working process of Hilton hotel and the measures which the company has adopted in order to
attain the effective quality measures (Bienia and Li, 2011). To attain the effective service quality
Hilton has developed the benchmarking system which evaluates the four broad categories: Internal benchmarking: This measure focuses on creating an effective internal
environment within the business organization. The organizational process and operations
are refined and developed in order to gain wide success and development measures. Competitive benchmarking: This is the measure where Hilton hotel adopts the measure
to gain competitive edge within the economy. Here the organization seeks competitive
measures and develop comparative standards to develop high growth measures within the
market.
 Functional benchmarking: This measure ensures that Hilton develops functional
efficiency within the organization by enhancing its processes and functions such that
those are widely accepted by the industry norms.

Implementation of bench marking process
Bench marking has its importance in hospitality industry. This is because, with the help
of given process manager of hotel Hilton can raise the standard of its services (Bench marking
process, 2015). Through this way, firm can enhance as well as maintain the satisfaction level of
its workers in an effective way. This leads to the cited hotel in the form of increased profits and
sales. In accordance with the given aspect, there are number of ways assessed with the help of
which the process of bench marking can be implemented within hotel. The detailed description
regarding the same is depicted in below: Contacting the consultant companies: With an aim to implement the process of bench
marking within hotel, manager of Hilton can contact with different consultant companies
which perform thorough market research. The consultant companies can be of Delloit,
PKF, STR and HotStats etc. By contacting the given companies manager of hotel Hilton
can carry out the implementation of the first step of bench marking which is of to identify
or assess the world class performance level (Deng and Wong, 2007). The main work of
these companies is to conduct the thorough environmental research and thereby resolve
the questions which is being asked by their respective client. Here, with the help of these
consulting firm's manager of hotel Hilton can set or identify the performance level with
regard to its services. For example, on consulting with the given firm it has been
identified by the manager of hotel Hilton that time of delivering the services is being
regarded as the major measure for assessing the performance level of hotel services.
Then, by implementing the given factor, an effective bench marking process can be
implemented within the organization in an effectual way. Engaging participation from the major hotel group which operates in country where
Hilton operates: It is being regarded as another most effective way with the help of
which the different steps of bench-marking can be implemented by the manager of hotel
Hilton. Here, second step of bench-marking depict that the organization must identify the
drivers of superior performance. With an aim to assess the same, hotel Hilton manager
can take the review or feedback from the famous hotels which operates their function in
UK (Turek and Hron, 2006). For example, it has been identified that the major drivers
which is being used by them with an aim to deliver high quality of performance to their
client is organizing training and development programs for the workers on regular bases.

Thus, by following the given approach the different step of bench-marking can be
implemented within hotel in an effective way.
 Taking help from service quality related legal laws and regulations: This method can be
used with an aim to implement the another step of bench-marking within hotel Hilton
which is of to assess the best practices in key business process (Sharma, 2006). By
complying with all the given type of activity, manager of hotel Hilton can make efforts
with regard to improve the quality of performance which is being delivered by it.
Through this way, positive benefit can be gain by firm in its sales and profitability related
condition.
Problems faced while implementing bench marking process
Bench marking is one of the most effective and crucial measure adopted by the business
unit. This helps the organization in creating a wide impact on the organizational growth and
development. Hilton Hotel is a globally established business unit operating efficiently in more
that 30c countries round the world. The service standards and quality is renowned and well
accepted within the economy (Sallis, 2014). The company has developed a competitive edge
within he market, However there are various issues and measures that are faced by the business
unit while developing benchmarks for the organizational working. In accordance with the given
context, number of problems identified which manager of hotel Hilton would face while
carrying out the implementation of bench-marking process within firm. The detailed explanation
regarding the same is depicted in below: Firm fear to share their information to the customers: It is being regarded as one of the
most significant problem which is being faced by the manager of cited hotel when
carrying out the implementation of bench-marking process. This is because, in
accordance with the given context it has been seen that many firm resist to provide
important or crucial information about its services to some other individual. It is because
of the fear of losing the competitive advantage in market where they are operating their
operation (Soltani, 2005). Thus, in the given circumstances it will become very difficult
for the manager of cited hotel with regard to encourage its competitors for providing the
important information ablution the type of quality standards which is being followed by
them.

 Lack of resources: With an aim to implement the different steps of bench-marking,
manager of hotel Hilton will require sufficient amount of resources in the form of finance
and skilled employees. Here, finance is needed with an aim to improve the knowledge of
employees who can be given authority with regard to carry out or conduct the bench-
marking process within firm. In addition to this, the team of skilled employees will also
be required (Slack, Chambers and Johnston, 2009). This is because, the given team can
be used by hotel Hilton for the purpose to carry out the whole bench-marking process in a
smother manner.
 Ineffective or lack of supportive computer system: It is another most critical barrier of
bench-marking. Here, this depict that with an aim to provide support to the bench-
marking process manager of hotel Hilton will require supportive computer system. This
is because, here with the help of an appropriate computer system only, list of all the
major elements of bench-marking can be prepared by the manager of cited firm. Thus,
this list can be used by the hotel with an aim to carry out the comparison between the
actual and standard quality standards of company (Gutiérrez, Torres and Molina, 2010).
Overall, it can be said that it is being required by the firm that it must address all these
given barriers of bench-marking. This is because, by complying with the given type of
activity only the process identified can be implemented by hotel Hilton in an effectual
way.
Risks involved in the process
The study clearly outlays the fact that bench marking is a significantly effective process
is its is efficiency adopted and accepted within the organization. For the success and growth of
this measure Hilton hotel has to face many risks (Risks of Benchmarking, 2015). The major risk
faced by Hilton hotel while implementing the benchmark process includes: Process failure: to develop an effective benchmark within the market or in the internal
business process the companies need wide access to data and and competitive workforce
who can access and interpret the data for the company and its success. The Process of
bench making includes complex processes and systems as well. The organization thus
demand the efficient use of the process which the organization must implement to attain
the proper results for the business (Srivastava, 2008). Thus Hilton Hotel suffers huge risk
of process failure while implementing the bench marking process within the organization.

The organization efficiently seeks the effective means of attaining wide growth prospects
within the industry. The failure of process may result in loss of monetary resources and
information of the company as well. Thus thus this risk is critical for the organization. Data security: Data sensitivity and security is open of the most crucial issues faced by the
business unit to maintain the competitive edge within the market. The technological
systems and highly advances server systems has created a wide risk of data security for
various business units. Hilton hotel face the same issue to implement benchmark within
the business. The process demands the company to display the company information as
benchmarks to the consumers, competitors and public at large (Thakkar, Deshmukh, and
Shastree, 2006). This create wise measures of data insecurity within the business unit to
create business competitiveness. Managing time and resources: The process of benchmark demands high investment in
terms of time and resources. Hilton hotel faces wide measures of risk for the
organizational success. The management of time and resources within the organization is
a crucial measures for the organizational success. The ineffective investment for the
company may lead the organization in creating wide impact on other factors such as
employee efficiency and consumer satisfactions as well (Hotel Accommodation, 2011).
 Resistance to change: The employees of the organization are the major resources of the
business. To enhance the growth prospects within the economy the organization need
high contribution and support form the employees as well (Approaches to Quality
Improvement, 2015). The process of bench-marking creates job insecurity and employee
resistance widely. This risk directly impacts the organizational efficiency and quality
standards of the organization.
Recommendation for risk mitigation
Number of recommendations are suggested to the manager of hotel Hilton which it can use with
an aim to mitigate all the risks which are involved in the process of bench-marking. At first it is
recommended to the manager of hotel Hilton that it must take assistance from the change
management programs with an aim to reduce the resistance of workers. In accordance with the
given context, it has been seen that employees shows their resistance with respect to any new
approaches or practices which is being introduced by the manager of corporation. With an aim to
reduce the worker resistance, manager can take help from different motivational techniques. In

this regard, it can be said that manager can form the link between the performance which is being
given by hotel employees with the reward. Here, high reward will be given by firm to those
workers who have achieved the benchmark which is being set by the company. By complying
with the given type of activity, the motivation of employees who are resisting towards the change
can be enhanced.
In addition to this, it is also recommended to company should develop an effective
measure for data security to enhance effective measure of working and developing competitive
edge. In this regard, it is suggested to the manager of hotel Hilton that it must take help from
different industry norms and standards with an aim to develop the internal bench-marking
standards of the company. Likewise, firm must take help from tools like survey and observation
for the purpose to develop the external bench-marking standard for the company.
CONCLUSION
Benchmarking is the process whereby the companies lays the industry standards and
compare its actual performance with the set standards. The gap analysis helps the business in
evaluating where the business functions lack in terms of service and functional quality. Total
quality management in the hotel industry demands the companies in analysing consumer
requirements and demands, setting specific objectives for the same, developing measures which
may helps the business in attaining set objectives and enhancing the viability and growth
measures for the company. The above report helps in analysing that the companies are
developing wide growth measures by adopting bench marking process within the economy. The
associated risks and benefits are efficiently discussed in the given report.

REFERENCES
Books and journal
Bienia, C. and Li, K. 2011. Benchmarking modern multiprocessors. USA: Princeton University.
Blackburn, S. M. and et.al, 2006. The DaCapo benchmarks: Java benchmarking development
and analysis. In ACM Sigplan Notices . ACM.
Camp, R. C., 2013. Benchmarking: the search for industry best practices that lead to superior
performance. Milwaukee, Wis.: Quality Press; Quality Resources.
Chau, R. and et.al. 2005. Benchmarking nanotechnology for high-performance and low-power
logic transistor applications. Nanotechnology, IEEE Transactions on, 4(2), pp.153-158.
Cooper, B. F. and et.al, 2010. Benchmarking cloud serving systems with YCSB. In Proceedings
of the 1st ACM symposium on Cloud computing (pp. 143-154). ACM.
Deng, J. and Wong, H. P., 2007. A compact SPICE model for carbon-nanotube field-effect
transistors including nonidealities and its application—Part II: Full device model and
circuit performance benchmarking. Electron Devices, IEEE Transactions on, 54(12),
pp.3195-3205.
Gutiérrez, L. J. G., Torres, I. T. and Molina, V. B., 2010. Quality management initiatives in
Europe: An empirical analysis according to their structural elements. Total Quality
Management, 21(6), pp.577-601.
Sallis, E., 2014. Total quality management in education. Routledge.
Sharma, R. B., 2006. Total Quality Management. Lulu. com.
Slack, N., Chambers, S. and Johnston, R., 2009. Administração da produção. Atlas.
Soltani, E., 2005. Top management: A threat or an opportunity to TQM?. Total Quality
Management, 16(4), pp.463-476.
Srivastava, S. K., 2008. Towards estimating cost of quality in supply chains.Total Quality
Management, 19(3), pp.193-208.
Turek, S. and Hron, J., 2006. Proposal for numerical benchmarking of fluid-structure interaction
between an elastic object and laminar incompressible flow. Springer Berlin Heidelberg.
Zhu, J., 2014. Quantitative models for performance evaluation and benchmarking: data
envelopment analysis with spreadsheets. Springer.
Online

Approaches to Quality Improvement. 2015. [Online]. Available through:
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