Download - In Terms of Business and Service Industry
-
8/17/2019 In Terms of Business and Service Industry
1/6
In terms of business and service industry, it is obvious that the quality of
a certain product or service deals with the notion of the level or degree to
which the product or service is required to meet the customer’s expectation.
According to Wickens !""#$, the quality regarding the business and service
provision can be explained as the characteristics of a product or service that
relates to its ability of satisfying outwardly indicated or implied needs. In other
words, the quality in a product or service depends on the level of satisfaction
and need of the customers on how willing to pay for it. %he critical task of a
company that wants to be successful in its business is to set a strategic plan to
manage the quality which is also speci&cally called %otal 'uality (anagement
%('$.
Explain how these quality control tools can be used for
measuring quality management at the Beach House Hotel (3.1)
%heoretically, there is a variety of methods to measure the quality
management. It is not challenging to ascertain if the products or services are in
the best quality or not.
)irst, a company can rely on its customer satisfaction as a primary
standard to measure the quality management. *y assessing and strictly
following the customer’s feedback and requirements, a company can take
those results as basic information to evaluate its own quality management on
whether its sold products or delivered services meet the customer’s
requirements or not. It is utterly important to take the customers into
consideration and give them priorities. +ustomers are the key factors to
success of any organiation for they can substantially improve the quality of
the service delivered by an organiation by leaving a constructive comment orfeedback. %he *each -ouse -otel in a familyowned business who greatly
craves for reputation to boost up its operation and expand into other lucrative
services, so that the hotel needs the positive supports and comments from the
customers to increasingly develop its service and be appealing to more
potential customers in the long run. With the poor service taken from the
customer’s feedback, the *each -ouse -otel is urgently in need of customer
complaints handling department which can responsively answer all kinds of requirements and feedback from the customers to initially make them feel
!
-
8/17/2019 In Terms of Business and Service Industry
2/6
being appreciated and then inform other responsible departments to
implement necessary practices to resolve the problems.
/econd, a useful tool to precisely evaluate the quality management of a
company is organiational performance. If the company successively gains its
pro&t periods after periods, it is also gaining more values of the quality of the
products and services. %he quantitative data give undeniable evidence of the
organiational performance of the company, which also means the practice of
%'( is kept on the right track. Applied in the case of our hotel, the business
needs to recheck all documents and data on &nancial states, annual revenue
and other organiational performance records to make evaluation for the
quality management. %he standard for evaluating the quality management can
be decided by the owner of the business but for a professionally operated
company, benchmarking practice of highstatus standards should be used. )or
0xample, I/1 "222 is a family of international standards designed to help
company especially small ones like our family business to certify that they
meet the needs of customers and stakeholders.
he e!aluation of benchmar"ing with a critical self#assessment
of the Beach House Hotel$s %current state of health$ (&.1)
%he quality practice must develop as the initial phase by the
(anagement board. %he quality enhancement team must take actions to
analye and propose solutions to innovate the performance of all departments
of the company. *esides, quality must also be measured in a continuous basis
to diminish any possible errors while operating and counteractive actions must
be taken immediately for better future performance.
3erceiving the importance of selfassessment to the success of the
company, simultaneously deeply understand its 4state of health5, the *each
-ouse -otel has proposed strategies to &gure out whether the business
operates sound or not. )ollowing by the measurements mentioned, the hotel
has gradually applied these practices and initially witness several optimistic
signals.
)irst, the hotel has educated its employees of all departments on the
importance of customers to the business and hence the appropriate attitude to
any feedback or comments from the customers. %he employees have to
6
-
8/17/2019 In Terms of Business and Service Industry
3/6
politely respond to any comment or requirements of the customers even harsh
complaints with the aim of initially make them feel their comments valued and
then the employee can report to responsible ones for proper resolution in the
soonest time. (oreover, the hotel have penalty for employees who violates the
rules if having inappropriate behaviors to customers or irresponsibility which
led to customer’s dissatisfaction.
/econd, following the benchmarking standard, the hotel has applied I/1
"222 standards to evaluate its operations. Accordingly, the recognied
mistakes can be removed through daily quality checking then the responsible
team will critically identify the particular policies to help improve the quality.
0mployees will be trained on the quality standards and added extra mission of
making report on a daily basis on what have done with the working day and
crossevaluate in a department for a fair assessment of the employee’s
performance. At the end of a quarter, the hotel holds a meeting to release
reports on business &nancial states, performance appraisal of the hotel as well
as prominent individuals who contributes to success for bonus and incentives
to motivate them for better performance in the future.
'dentify and e!aluate the benet of deploying eecti!e
complaints procedures and user and non#user sur!eys and how they
can be applied to impro!e quality (3.*)
In the discussion on the bene&t of user and nonuser surveys in
determining customer needs, it is fairly clear to see that users are the existing
customers who need to be introduced brandnew products and services to
maintain their interest and satisfaction to the brand. *y executing user
surveys, the company can identify their needs and expectations from whichinvestigate the existing trend in the market to direct the marketing campaign.
7onusers are also customers but due to their una8ordability or disinterest in
the product or service, they do not buy. In the *each -ouse -otel, what the
employees are learning to cope ip with a professional attitude is customer’s
complaints. 9enerally, complaints are supposed to be negative responses from
the customers. -owever, to a company which has recently applied the model of
quality management and always care about the service quality of the hotel, themanagement team recognie complaints as a chance to identify their hotel’s
:
-
8/17/2019 In Terms of Business and Service Industry
4/6
malfunctions in service or operation to manage to improve. %he *each -ouse
-otel seems to know their lack in operation when not setting up customer
service as an o;cial department specialiing in dealing with complaints as well
as advice from customers to better satisfy their needs. %he records of
complaints collected will be used as information for deploying quality
management practices.
*efore any complaints are given, the hotel needs to step ahead with
survey with relevant question to investigate the satisfaction level of the
customers as well as their expectation towards the hotel’s service quality. In
detail, existing customers or users will give the hotel exact comments and
feedback on the states of the hotel including the quality of service and
operation from which the management team can improve the weaknesses. In
contrast, to nonusers who did not choose to user the hotel’s service, the *each
-ouse -otel can make survey to ask them the reason and from these precious
opinions, the hotel will make some modi&cations to attract them.
+rom your e!aluation propose new ways to modify existing
systems to impro!e ser!ice quality within the Beach House Hotel
business (3.& , &.3) -3 will be awarded for credible and inno!ati!e
ways of sol!ing complaints problems.
%he hotel’s employees take responsible for the performance, since the
quality of the service is accredited to them. )rom the primary planning to post
sales services phase, the employees are the one who maintain the quality of
the service. %he surveys can be conducted through the employees because
they keep in touch directly to the customers. %he content of the survey mainly
covers quality system of the company. %he records and data collected are also
&lled consistent with the quality standards. Additionally, the sta8 planning also
should be improved for e8ective employment of quality system. )inally yet
importantly, the practice of training for the new employees depending on their
positions and capabilities should be taken into consideration for better sta8
quality, so that the possible errors can be shrunk and the quality system will be
e;ciently upgraded.
-
8/17/2019 In Terms of Business and Service Industry
5/6
%o complaints from the customers, the resolution to better handle is an
innovated customer service department with competent employees with
professional attitudes and concern for the customers. %hey are willing to spend
more time to listen to the customers’ opinions as a friend and talk to them with
intimate manner. %he complaints need to be treated as constructive comments
for the improvements of the hotel and processed through a standard system to
be resolved as soon as possible.
=ist a range of methods of consultation to encourage participation in a
quality scheme by underrepresented groups. In addition, discuss individual
stages of sta8 consultation process for e8ective implementation. :.: >
-
8/17/2019 In Terms of Business and Service Industry
6/6
In this report, the importance of %'( system has been presented in a
logical orders to make the business owner understand the core insight of the
issues as well as encourage them to make enhancements to their business
operation. In addition, %'( is a management approach focusing on quality
which can be attained through customer satisfaction and bene&ts of the
business
/eference
Wickens, 3., !""#. %he ascendant organisationB combining commitment
and control for longterm, sustainable business success. /t. (artinCs 3ress.
D