Presentation on Quality management

Quality Management

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Introduction• Quality management is one of the important task for hospitality organization.• Poor quality of services may affect the satisfaction level of customers and

decline the sales revenue of organization.• The Rose and Crown in facing issues regarding quality management which leads

negative impact on employee turnover, customer complaints and sales of the hotel.

• So, now organization needs to focus on use of appropriate methods and techniques for improving quality and resolving all these issues

• Research includes different ways to measure quality management process.• Further, it will suggest suitable ways to improve quality of the services of the

hotel. Toll Free : +44 203 3555 345

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Measurement of quality management

It is very crucial to measure quality of goods and services provided by hospitality organization. But using the following methods company can measure the quality management:

1.Comparing organizational performance2.Customer complains3.Level of customer’s satisfaction4.Quality management tools5.Industry standards6.Benchmarking




Benefits of user and non user survey in determining customer needs

Quality management of the organization is based on satisfaction of needs and requirements of customers. A company can determine customer’s needs by different types of survey such as user and non-users survey. User survey:

•This type of survey includes customer of The Rose and Crown hotel. •These participants helps in determining the actual strange and weaknesses of the hotel.•Users of the organization has utilised the all services of the company so, they can easily provide information about the pros and cons of hospitality services.•Including this, in this survey company can easily determine the likes, dislikes, preference and demand of different services.




Cont….

•Including this, users can suggest appropriate improvement which are required for making necessary changes in quality management of the company. •customers of hotel have an experience of employee behaviour so, they can communicate information about the required improvement in staff of the company.•Therefore, user’s survey is very beneficial for determining needs and requirements of customers.




Cont….

Non User Survey:•In this type of survey participants are not belonged to The Rose and Crown hotel and not used the services of this organization.•But, they have sufficient information about the needs and requirements of customers towards the hospitality organization.•Nonusers can easily provide information about the competitor’s services which are necessary for satisfying customer needs.•This survey is significant for determining the decision making process of customers.•But, sometimes low response rate is one of the major disadvantage of non-users survey.









Methods of consultation employed in one quality scheme to encourage participation by under-represented groups

There are different consultation methods in which appropriate participation of users represented group helps in improving quality of organization.

•Complaints•Focus group•Open meeting•Questionnaire•Suggestions




Selection/ designing and application of appropriate methods/ technique

As per the given business scenario Rose and Crown hotel is facing some problems which comprise low sales and employee turnover.Customer complaints will be appropriate for resolving issues of low sales. This method helps in determining the actual needs, requirement and customer’s problem. By which company can make necessary improvement in existing services. It will help in increasing satisfaction level of customers and attracting more customers towards the organization.Open meeting can help in determining the employee’s needs and expectations towards the organization. By which company can provide appropriate environment to give their best outcome. It will help in increasing motivation of employees as well as it will play important role in reducing employee turnover.




Identification of the value of complaints procedures and analyze how service to the customers can be improved

Complaints procedure is valuable for Rose and Crown hotel because it plays important role in different aspects such as:

•Identification of weakness•Determining of poor quality services•Complaints about after sales services









CONCLUSION

1. The current research can concluded that Rose and Crown hotel can use different methods for measuring quality management of the hotel.

2. These methods include Analysis of organizational performance, Customer complains, Level of customer’s satisfaction, Quality management tools, Industry standards and Benchmarking.

3. According to research, Complaints, Focus group, open meeting, Questionnaire and Suggestions are appropriate methods for determine the scope of improvement in the existing services of hotel.

4. Along with this, complaints procedure is valuable for identifying weakness of the organization and determining of poor quality services.

5. By which company can take appropriate actions to resolve these problems which will help in improving quality of the organization.




RECOMMENDATIONS

• The Rose and Crown hotel should use Customer complaint method for determining the weakness of service quality because it will help in taking appropriate action to improve customer satisfaction. It will play important role in augmenting sales of the organization.

• Hotel can also use Open meeting session for determining the problems of employees by which company can provide appropriate environment and facility to increase their job satisfaction. It will help in resolving issue of employee turnover.




REFERENCES

• Boyd, C. E. and Tucker, C. S., 2012. Pond aquaculture water quality management. Springer Science & Business Media.

• Goetsch, D. L. and Davis, S. B., 2014. Quality management for organizational excellence. pearson.

• Kim, D.Y., Kumar, V. and Kumar, U., 2012. Relationship between quality management practices and innovation. Journal of

Operations Management. 30(4), pp.295-315.

• Krenkel, P., 2012. Water quality management. Elsevier.

• Oakland, J. S., 2012. Oakland on quality management. Routledge.

• Oakland, J. S., 2014. Total quality management and operational excellence: text with cases. Routledge.









Date post:	21-Feb-2017
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Presentation on Quality management

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