1.1 proper definition of the quality regarding service provision and business terms
Quality has always been deemed as a sign of perfection.
In any business field, quality of the service or product has become very crucial.
In recent time, quality can be defined in many ways.
Customers are the most important part of the business and they judge the quality of the products or services (Papp, 2014).
Quality is always indicating towards the standard and performance of the services or products.
A quality service or product always meets the customer's needs.
Customer's satisfaction is always very crucial thing, which defines the quality of the services.
For example, fast and accurate service or high quality products in a affordable price can help the organization in order to meet the customer's expected needs (Zornoza, et al., 2015).
As per the analysis, it can be said that the quality nothing but a customer's satisfaction for the service or product.
1.2 Impact of the quality control and assurance in order to improve the quality
Quality control is known as a systematic approach by which the service standard could be determined.
Quality control has been designed for meet the service or product specification.
Quality control also determines the lacks within the service and eliminates them.
It has become very crucial for the entire workforce to ensure proper quality by which business could be enhanced.
Quality assurance is indicating towards the worker's performance.
Quality assurance sets the service standards.
It provides guarantee that the service will fulfil all the customer's needs.
Quality assurance focuses more on the prevention process.
Workers need to check their services for ensuring the quality.
Quality control and assurance can help the organization in many ways.
It will increase their reputation within the marketplace.
It will boost up the morale of their workers.
These process will confirm the customer's retention and increase their loyalty for the Rose and Crown hotel (Zornoza, et al., 2015).
Impact of the accreditation:
Accreditation such as ISO mark provide assurance to the customers about the quality of the product.
For example, a product with ISO mark have that acceptance around the world.
1.3 analysing the different approaches of quality management
As per the analysis, it has been examined that there are many of those approaches included, which can enhance the quality management in Rose and Crown hotel.
This model can be very beneficial for the Rose and Crown hotel.
This following model combines four different parameters.
Focus, analyse as along with develop and execute are those major parameters.
Just like the above mentioned model, this particular model can also be utilized in Rose and Crown.
This model includes the overall development along with application knowledge.
Plan, study along with do and act are those major parameters of this model.
Total quality management (TQM):
Total quality management has also been deemed as effective technique for improving the overall quality of the services.
In Rose and Crown hotel, this can be proved as very effective.
This model is developed for integrate the worker's contribution.
This will help the hotel in enhance their overall quality of the service.
TQM is going to ensure the satisfaction of the customers.
1.4 Similarities and differences between each methods
After discussing those approaches some similarities along with differences has been identified.
Each of these model are indicating towards improving the quality of the services.
Quality control along with quality planning has been introduced in all of these models.
each of these model are designed for minimizing the errors or faults.
Each of these models are filled with different of approaches.
PDSA model is indicating towards parameters like plan, do study and act.
On the other hand, FADE model is holding a different approach.
Similarly, Total quality management system is mainly designed for enhancing the workers participation.
2.1 customer satisfaction
Customer satisfaction is known as an essential part within the hospitality industry.
Customer satisfaction shows the effective of the services provided by the organization.
It helps the organization in order improve their per romance within the marketplace.
On the other hand, it also deemed as one of the major tools to measure the competitiveness within the marketplace.
However, there some areas available, which can appear due to lack of customer satisfaction.
Dissatisfaction from the customers is indicating towards the lack of the services or products.
Failing to meet the customer's expectations can rise the dissatisfaction.
However, it can be said that the customer satisfaction is very important in quality management.
2.2: What is continuous improvement?
Continuous is an on going process, which helps in improving the quality of the service or products.
This process also helps the organization to meet the customer expectations within the marketplace.
It eliminates all the waste along with rework regarding services or products.
This process also assist the organization in order to conduct the investigation of the non-value added activities.
As per the analysis, there are some major benefits included in this following process, which has been portrayed below:
This process helps in increases overall efficiency.
It improves the service and product quality.
This process also boost up the team dynamics and morale.
On the other hand, continuous improvement helps the organization in understand the needs of their customers.
2.3: Continuous improvement in gaining added values within the management
It is the process of adding and enhancing the services or products provided within the organization.
The process took placed before the service or the product reach to the users.
From the customers point of view, added value is indicating towards the getting the quality services at a affordable price.
On the other hand, this ensures the organization's superiority within the marketplace.
this process helps the organizations in order to achieve the customer's loyalty regarding services and products.
It also increases the satisfaction level of the customer.
In order to retaining the customers, this process assists the organizations.
Organizations can ensure their competitive advantage within the marketplace.
It improves the overall relationship about between the customer and management.
2.4: Describe the types of information made available to customers and the importance given to effective marketing
Marketing serves is known as a crucial tool for the hospitality industry in order to increase the customers appeal.
Implementation of the e-ticket facility is very apparent within the this industry.
It has become very crucial for the management to provide some valuable information to the customers.
Providing information about the rates of the room on a daily basis.
It is also important for the hotels to provide information to customer about the types of food and beverages.
Customers should be notified about the cost of the foods.
Customers also needs to know about overall occupancy rates of the hotel.
Quality is very important aspect for the organizations to consider. Quality of the product or service is always indicating towards the superiority of the organization. This following report is going to evaluate the overall quality control and quality assurance within the hospitality industry. Proper descriptions of the quality in terms of service provision has portrayed in this report. This report is also going to highlight the several approaches of quality management. Customer satisfaction has also been provided in this report.
3.1 analysing the different methods in order to measure the quality management
Measuring the service quality or product quality is very crucial for the organizations. This process can be very helpful for the Rose and Crown hotel in the process of enhance their quality management. There are many of those methods obtainable, which can help the organization in order to measure the performance (Goetsch,. and Davis, 2014). Some major methods have been discussed below by which the quality management within Rose and Crown hotel could be improved.
System Documentation: a class system is always indicating towards the quality service and system documentation can be very impactful in order to measure the quality of the services within Rose and Crown hotel. In order to conduct the planning along with operation, organizations need to have proper documents (Goetsch,. and Davis, 2014). To get quality assurance certificate from the international standard organization, system documents are very crucial. System documentation can be helpful for the hotel in order to analyse their past performance by which effective performance in future could be assured. It can also provide idea about the competitors and current market scenario.
Benchmarking: this is the process, which can help the organization in measure their quality of the policies, services, products along with programme and strategies. Benchmarking can also compare those major aspects with standard measurement. In order to determine the quality improvement needs, benchmarking can be very effective for the Rose and Crown hotel(Goetsch,. and Davis, 2014). It is also capable of analysing the performance level of the competitors. By providing valuable information about the marketplace, benchmark can assist the organization in enhancing their performance. However, after analysis, it can be said that the benchmarking can be very impactful for the Rose and Crown hotel.
Quality circles: quality circle is also known as a Kaizen team. This team is known for their positive approach towards the work. They analyse and determine issues related to the work on regular basis, which helps the organizations in order to maintain the quality of their services (Goetsch,. and Davis, 2014). The management considers their opinion regarding quality issues, which shows their importance within the organizational context. In order to define the exact problem and provide solutions, quality circle can be impactful for the Rose and Crown hotel.
Total Quality Management: this model is known as an organizational approach, which ensures the worker's participation towards the work. This model also creates a better working environment within the workplace.In order to achieve the desired result, this model can be very decisive for the Rose and Crown hotel.
3.2 Evaluate the benefit of user and Non-user surveys in determining Customer needs
Survey is a process of gathering information from people or other sources. Survey can be helpful in order to describe, compare and explain those gathered information. There are two types of survey available, user survey and non-user survey. Brief discussion about those surveys has been provided underneath:
User survey: user survey is generally indicating towards gathering information from the actual users of the products or services provided by the organization. User survey is developed for understanding the impact of the product and services from the actual users. Using this type of survey can be helpful for the organizations in order to measure the customer's satisfaction level. Customers share their experience of using the services or products, which helps the organizations to find out the lacks regarding quality of the services or products. Organizations can find out user's satisfaction about the other organizations. User survey can define the reason behind service improvement needs. This can also provide information about changing customer's preferences within the marketplace. However, it can be said that this particular type of survey can be very decisive for the organizations.
Non-user survey: unlike the user survey, this type of survey is developed for the people, who never used the product or the services or stopped using the services. This type of survey can also provide much valuable information, which can be beneficial for the organizations. This survey will portray the specific reason behind the customer's negligence for the services or the products. It will also help the organization to understand why other organizations are ahead of them and what they actually need to do for capturing those customers.
After analysing the both type of survey, it can be said that implementing these survey can be very helpful for the Rose and Crown hotel. User survey will help the management to understand the satisfaction level of their customers by which they can improve their service quality. On the other hand, non-user survey can help them to analyses their market position as compared to their competitors.
3.3 List the methods of consultation employed in one quality scheme to encourage participation by under-represented groups
Consultation is known as a process, which provides opportunity to the people to share their opinion and receive information about the several factors that affecting the service quality of the organizations. Through consultation, workplace improvement can be accomplished. Information gathered from the consultation is much relevant and organization can consider those easily. There are four methods obtainable, which can encourage the participation of the under-represented groups.
Questionnaire: Questionnaires are developed for gathering valuable information in order to accomplish a specific project. There are two types of questionnaire's available, internal and external questioners. Internal questioners are designed for understand the worker's point of view about the service or product. On the other hand, external questioners are developed for the users and non-users to understand their opinion about the product or services. Questionnaires can help the organization in order to determine the customer's expectation and it measures the satisfaction as well.
Suggestion schemes: it is a formal process, which increases the sense of contribution among the employees by encouraging them to share effective ideas for improving the service quality. This process ensures the supply of the effective ideas, which can develop the overall customer service along with satisfaction. This process also helps to boost the morale of the employees.
Focus group: this processis developedfor a group of people to take a part in a discussion about improving the product and services. Focus group has been deemed as very effective for the managers of hotels and restaurants. In the current time, this process has become one of the major marketing research tools in the process of understanding the customer's point of view regarding the service or products.
Open meeting: it is a discussion process planned by the organization in order to discuss about the several factors by which organization's improvement could be assured. All the organization's members are participate in this meeting. This meeting also helps in achieving organizational goal.
3.4 Identify the value of complaints procedures and analyse how they may be used to improve quality
Complaints is a statement by which organizations receives unsatisfactory reviews from the users regarding service or product quality. Complaints can be lodged in both oral and written methods (Hazen, et al., 2014). Through this procedure, customers can share their bad experience while using the service or products. However, complaints can be also very beneficial for the organizations in many possible ways. Some major benefits of the complaints has been portrayed below:
- Complaints can be proved as a major improvement tools for the organization, which will define their requirements needs.
- It can encourage the management to build a team of expert in order to tackle those complaints.
- Complaints can be helpful for the organization to detect the market trends and improve the services according to the trends.
- By taking care of the complaints, organizations can increase the customer's satisfaction and loyalty towards their services.
- Complaints can be seen as an opportunity for enhancement.
- By solving those major complaints, organizations can retain their customers.
4.1 The role of self - assessment to determine an organisation's current 'state of health'
Self-assessment is the process by which organization can analyse the quality their products or services. It helps the organizations to understand whether their services are meeting the international standards or not. There are there major processes included under the self-assessment. Those major processes have been portrayed below:
Judging on current practices
- It helps the organization in detect the path, which can lead them towards achieving better service or product quality.
- This helps the organization to analyse whether they are meeting customer's expectation or not.
- It also analyse the ratio between the complaints and good compliments from the customers.
- This process helps organization to compare their service or product quality with their competitors.
- Comparison helps the organizations to compare their current performance with their past performance.
- Proper comparison assists the organizations to set future goals according to the needs.
- This has also been proved as helpful for the organizations in order to compare their quality standard with the international standard.
Benchmark against the future
- This process helps the organizations in determining current performance gaps.
- It assists the organizations in order to understand the recent past trend within the marketplace.
- Through this process probable future performance gaps could be acknowledged.
4.2 Importance of the communication and record keeping within "Holiday Inn" London
Importance of communication: Communication has always been considered as an essential part of quality management system. Holiday Inn has been known as one of the most reputed hotels in UK and they also known for their quality services, however, with this kind of reputation, considering the communication has become every crucial for the hotel management. In internally, communication can be very helpful for the employees to avoid any kind of conflicts within the workplace. This will also help in developing proper ideas for improving the quality of the services. It is very crucial for the authority to implement different methods of communication such as seminars, meetings by which staffs can communicate with the managerial heads regarding service quality. These methods help the staffs in order to understand their roles. It also makes the staffs capable in dealing with customers.
Importance of record keeping: record keeping is the process by which organizations can keep their information for the future development. With a help of stored records, organizations can ensure better service or product quality in future. For Holiday Inn, it has become very crucial to conduct regular market researches along with strategic formulation in order to ensure the competitive advantages within the marketplace. However, there are several types of records available such as stock control sheets, invoices, staff schedules; details of the calamities etc. keeping these records can be helpful for the Holiday Inn.
However, after the analysis, it can be said that the communication and record keeping has become very crucial for the organizations in order improve their overall performance. It also enhances their service or product quality.
4.3 Show how guidelines should be followed on the stages of staff consultation necessary for effective implementation of a quality scheme
The quality patterns of Holiday Inn can be established with a help of several stages, which includes in staff consultation. Plan, do, check and act have been considered as those major stages in staff consultation (Jacobs, et al., 2014). For example, Holiday Inn wants to implement proper customer service for their customers. The whole implementation process has been portrayed below:
Plan: it has become very crucial for the managers and others managerial heads to conduct proper planning by taking opinions from the employees. Employees can share their view about the customer service department.
Do: for achieving this particular objective, management should provide appropriate guidelines among the employees so that they can follow the steps and strategies.
Check: proper inspection about the service is very crucial to maintain for the management. It is important to determine any kind of faults regarding the service.
Act: After determining the issue within the service, it is important; to take proper steps for eliminates those issues.
4.4 Propose new systems or modifications to existing systems that could improve service quality
In order to enhance their overall service quality, Holiday Inn can should consider some effective methods. Those major methods have given below:
Investing in training for the employees: it has become very important for the management to pay more focus on the training of the staffs. Proper-trained staffs can fulfil all the needs of the organization (Jacobs, et al., 2014). Providing quality service for the customers is always a major goal for the Holiday Inn. However, trained employees provide satisfaction to the customers, which can be very helpful for the hotel authority(Jacobs, et al., 2014). On the other hand, management should also motivate their workers, which can help in boost up their morale and makes them contribute more towards the work.
Empowering the team approach and employees: empowering the employees is concept used in total quality management. It makes the employees capable of detecting quality problems and provides solutions of those problems(Jacobs, et al., 2014). Holiday Inn management can provide incentives to their employees, which can make the employees happy and motivated.
After the overall analysis, it can be said that the quality control and quality assurance has become very impactful for the organizations in many ways. In order to determine the customer's satisfaction along with understand the need or expectation of the customers, quality has played a major role.