Quality Management in Business Rose and Crown - Case Study Example

Table of Contents Task Report 1 2 Task Report 2 4 Task Report 3 8 Task Report 4 13 References 15 Task Report 1 Introduction This report looks to analyze and present the worsening condition of Rose & Crown which is in hotel business and is facing a downturn due to rising customer complaints, decreasing staff morale, and overall declining conditions. This paper will identify the process of quality management, quality assurance, quality management process used so that appropriate solutions will be developed which will help to deal with the present condition. Quality Service Quality is an assessment of identifying the manner in which the service which is delivered with the customers conforms to the expectation of the client (Babulak, 2004). This looks at identifying the gap between the expectation and actual results and determining a process which will help to accomplish the expected results. Since, service quality differs from one person to other due to difference in perception so it becomes imperative that the process of service quality looks at determining and identifying the different parameters through which overall service quality will be achieved. Process of inspection and quality assurance The process of inspection and quality assurance is an important aspect of quality management as both the pillars based on which quality can be delivered. The process of inspection needs to be carried out in a properly designed manner and the different aspect which will have a role in the future perception of the customer has to be identified. This has to be matched with proper assurance so that the different denominations which have a role in quality management can be identified. The process of inspection has to be done on a continuous basis as the hotel has to look towards having required personnel with the required skills who are able to monitor the manner in which work is carried out. The process of inspection needs to be done in every direction like having process for employees, customers, suppliers and others so that better results can be achieved (Gray & Khalid, 2006). Further, the mechanism has to look at having sample inspection to ensure that the quality of service which is provided is as per the standards which has been developed and identified. This will help to work in the correct direction and provide a framework through which better quality management aspects will be looked at. Approaches which will help to improve quality management Quality can be improved by consulting with customers, suppliers, employees, competitors and other process as it will help to identify the gap and will help to chalk out a path through which performance will improve. In addition to it surveys and interviews will also help to understand the different aspect of quality management from different perspective and will thereby help to bring about a complete change in the manner different results and working phenomenon is developed. Similarities and differences between the different methods The different methods will help to provide an imperative and view point from the different stakeholders and will thereby help to bring the required change in behaviour. This will foster an environment through which better participation will be achieved and the overall framework will be changed. The risk is that correct variables if not identified will result in wastage of resources and efforts and will thereby result in having a negative impact on the overall performance and effect quality standards Task Report 2 Introduction This report looks to present the different components which have been included in the staff induction manual. This will help to understand the different needs and requirements for the service delivery standard and will provide a framework through which better customer satisfaction and improvement in the quality standards will be ensured. This will help Royal & Crown hotel to bring about the required change in the service parameters and improve the mechanism through which different activities are carried out. Customer Satisfaction Customer satisfaction is an aspect which looks at ensuring that the customer expectations meets or exceeds the service quality which is provided by the business. Customer satisfaction for the hotel industry looks at developing the required services which is aimed towards identifying the needs of the customers and setting the required standards so that the business is able to meet those. This area is a high risk area as customer satisfaction varies from one people to another based on their perception and thinking process which thereby makes it imperative that the business looks to thereby develop path and strategies through which customers become more contend and is able to satisfy their different needs and requirements (Human & Ohmer, 2003). This has an impact on the performance as increased customer satisfaction will ensure customer loyalty and will thereby bring about a complete change in the manner in which organization works and will help to improve the future long term performance. Continuous Improvement Continuous improvement is process which looks at making changes on a continuous basis so that the present process, structure and other areas can be improved. The process looks at identifying the gap which the present situation is having based on the expectation and future needs and fulfilling those gaps so that better quality service standards can be established. The process looks at major or minor ramifications based on the needs and requirements and thereby looks to bring about a complete change so that the overall manner in which service is rendered can be improved. This is a process which needs to be undertaken on a continuous basis and the organization has to look at making changes so that improvements can be ensured for better results. Different Value Addition which continuous improvement will provide Continuous improvement will help to improve the manner in which the hotel is performing and will provide an opportunity through which different facets and aspects which will have a bearing on the performance will be determined. Continuous improvement will help to ensure different value additions to the business which is as Customer Loyalty: Continuous development of the service standard will help to improve customer satisfaction which would transform into customer loyalty. The process will help to retain old customers and will provide an opportunity to attract more and more people in the future. The hotel will also witness a complete change in the manner in which different activities are carried out and will help to improve business performance Improve employee morale: Continuous improvement will also help to bring about a change in employee morale as it will employees more contend and satisfied. This will lead towards a change in behaviour of employee and will help to improve employee morale which will thereby result in better use of resources and will maximize the efficiency through which employees work Better use of resources: The process of continuous improvement will help to improve efficiency and will provide an opportunity through which use of resources will improve. The process will help to bring about a change in the manner in which business works and will reduce wastage and improve the manner of delivering different services Improve forecasting and decision making: Continuous improvement will also lead towards bringing about a change in which business takes decisions. Since changes will be done based on the present condition so it will position the business better and will improve future forecasting and decision making. The process would thereby transform towards improving the performance and lead towards multiplying the effectiveness in carrying out different activities. Different information available to customers and its importance The customer will be provided with information which will have a bearing on improving the performance and shaping the manner in which the hotel performs. Some of the information which will be passed on to the customers are as Addition of new facilities: Customers will be informed regarding the new facilities and amenities which have been added by the hotel. This will not only help to attract the old customers but will also act as a weapon to attract new ones as new features and facilities will help to bring about the required transformation and will help to attract a lot of people. This will provide customers information regarding the different supply standards and will act as a point through which more and more people will be attracted. Providing information about service quality: The customers through the process will also be provided detailed information about the different services which are provided and will act as a useful weapon in influencing them. This will help to find out the different factors based on which people will be attracted and will act as a method through which more and more information regarding the customers and the services will be provided. This will act as important directives as it will help the customer to understand the new facilities and services which have been provided. This will help to retain people at the same time attract new ones. The overall process will lead towards maximizing the returns and reduce the overall risk as the entire system will be better planned and will provide the opportunity through which the overall development of the business will become possible and will help to provide long term results for the business. Task Report 3 Introduction This report looks to present the manner in which quality measurement can be measured and the role it will have in shaping the overall performance of the organization. The report will also dwell and look into the manner in which different procedures can be sued to understand the customer needs, the different methods and designs which can be used to understand customer opinion and the manner in which complaints procedures can be used to improve quality. This will help to understand the different areas and direction which needs to be worked on and will improve the overall relevance of work. Method to measure quality measurement Quality measurement can be carried out through a number of methods which will look towards identifying whether the hotel was able to deliver the same performance and meet the different expectations of the customers. Some of the methods which can be used to measure quality are as Surveys: The hotel can carry out surveys to analyze the customer perception towards the different services which has been provided to them. This will act as a mechanism through which the customer satisfaction level can be found out. This will act as a useful mechanism through which the hotel will be able to understand the manner in which continuous improvement has helped to improve the level of service. Surveys has to be designed to understand the customer satisfaction level and will provide important directives regarding the manner in which the customer is satisfied and contend with the level of service. Consultation: The hotel can also enter into consultation with the employees, customers, suppliers and others can understand the manner in which the degree of service quality has improved. Consulting with the different personnel who have association with the hotel will help to understand the manner in which service quality has changed and the manner in which the level of service quality has undergone change. Analysis of Complaints: Analyzing the complaints and the manner in which complaints have reduced will help to analyze the manner in which the service quality has changed. Reduction in the level of complaints will help to understand the manner in which the quality of service has improved and will thereby have an impact on the manner in which the different level of services have been developed. This will help to analyze the manner in which service quality has undergone changes and improved or not. Analysis of resources used: Identifying the manner in which the different resources are being used will also help to understand the manner in which the different resources are used. If the hotel is seeing that the efficiency in the use of resources has improved will help to understand the manner in which overall service level has improved. This will help to understand the changes which the hotel has undergone and will help to ensure that better performance can be ensured. Benefit of user and non user surveys The hotel while looking to understand the manner in which service quality has improved can look to gather the same from the customer through the use of different surveys. The use of survey will provide different benefits which are as It will help to understand the manner in which the level of customer satisfaction has undergone changes and the same will be understood from the perspective of the customer (Ishikawa, 2005). This will help to understand the customer perception in a better way and highlight the manner in which better efficiency has been gained It will help to gather information from the customers directly as it will help to ensure that people of all age and group can be gathered. This will help to garner maximum information from all people thereby helping to understand the manner in which hotel is performing (Ishikawa, 2005) The use of surveys will also provide information regarding the perception of the customer and the different areas which needs to be changed so that the level of service improves. This will help to make major ramifications and changes so that the overall level of service quality is improved and better results can be achieved Gathering information from surveys is easy as people are willing to participate in it as it is less time consuming and can help to gather information from a large group of people. This will thereby provide information from a lot of sources and will ensure that the overall relevance of the survey will improve (Ishikawa, 2005). Consultation Method Employed The consultation method which can be used to garner maximum information so that effectiveness can be gained are as Face to Face Consultation: This method looks at discussing the issue directly with the customer so that the manner in which customer quality has changed can be understood (Greenbaum, 1997). This will help to analyze the facts directly from the customer and will provide an opportunity to solve the issue if any doubts exist thereby ensuring better participation and results Interviews: This method will look at interviewing customers by having questions designed so that it can be directly asked to the customers. This method provides an opportunity as the same questions can be changed and modified to the same customer so that correct perception about the customer can be analyzed (Greenbaum, 1997). This will help to gather correct information at the shortest time Value of Complaints Procedure Complaints if used in a proper way will be able to direct the hotel to work on the different aspect so that better process and strategies can be developed to deal with the quality issues. If the hotel looks at having a detailed description regarding the manner in which customers are satisfied or dissatisfied with the service will present the required direction and avenues based on which future strategies have to be developed. This will help to create and understand the required direction based on which work has to be carried out and will thereby help to improve the quality standards. Complaints will act as a corner stone through which the hotel will be able to understand the different expectations of the customers and also identify the areas the hotel is lacking. This will provide an opportunity to work on those areas and improve the quality of work (Barney, 2001). The overall relevance of such a decision would be that the performance would get shaped up and will help to create the required dimensions through which service level will improve. The process will lead towards maximizing the different dimensions and areas through which value will be created. The mechanism of determining the process through which complaints are handled will help to bring about a complete change and transformation and will help the hotel to work on areas through which performance will improve. This will help to understand the areas from the perspective of the customer and will thereby help to bring about a complete change and transformation in carrying out different activities. Task Report 4 Introduction This report looks to analyze and present the different quality management system which needs to be included in the training manual while designing the management development course. The focus will be on understanding the present state of the business and based on it determining the quality management system which has to be developed so that better results can be obtained. The process will help to provide the required guidance and act as a corner stone through which development of the business would become possible. Role of self-assessment in understanding business health Businesses while looking to determine the strategies which they are going to develop for the future needs to carry out introspection so that the present state of the business can be understood. Self-assessment will provide the business with a basic understanding of the present situation and will provide a framework within which the business future prospect has to be developed. This will help to understand the direction where strategies have to be developed and will act as a point through which the business development will become possible. Importance of Communication & Record Keeping The process has to look at effective communication and passing on the message correctly so that the person is able to interpret it in the same manner. This has to be matched by having proper records and looking at developing the required parameters which will help to determine the future path. This will ensure clarity and determine the path within which the work has to be carried out. Staff Consultation It is an important aspect for the hotel as it will direct the staff regarding the manner they need to act. It will help the staff to understand the present condition and make the required changes in their behaviour so that better performance can be delivered and effectiveness can be achieved. This will help to develop new performance quality standards as the employees will understand their role and will also be in a position to make the change so that better results are achieved. Modifications in the system Based on the different need and requirements changes have to be done so that service quality improves and the overall process looks at brining effectiveness. This will help to bring about a complete change in the behaviour and will create a path through which resources will be used in a better way. The mechanism will help to improve performance and ensure better results. References Babulak, E. 2004. Quality of Service Provision: Assessment for Campus Network. Journal of Electrical Engineering, 55 (7/8), 221 - 224 Barney, J. 2001. Firm Resources & Sustained Competitive Advantage. Journal of Management, 17, pp. 99-120 Gray, R. & Khalid, B. 2006. A logistic and supply chain approach to efficiency. Research methodology in supply chain management, Part 4, pp. 87-93 Greenbaum, J. 1997. Efficient Customer response. Software Management, CBS Interactive Inc Human, S. & Ohmer, D. 2003. Desperately Seeking Strategy: An analysis of Total Quality management assessment instruments using Porter’s value chain. University of Kentucky working paper Ishikawa, K. 2005. What is Total Quality Control? The Japanese Way. Prentice-Hall, Englewood Cliffs, New Jersy Read More