in terms of business and service industry

8/17/2019 In Terms of Business and Service Industry

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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

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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

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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

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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.


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%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. :.: >


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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

in terms of business and service industry

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