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Introduction : -
The Waterlander Hotel is part of major international hotel chain (seven seas hotels). ...
The senior management have received the following account of one corporate clients experience at the Waterlander Hotel:
The previous evenings banquet for Plastix International had been a complete disaster, and Walter Hollestelle, the hotel General Manager, was still recovering from the series of telephone conversations of that morning. ... The delegates from Plastix International did not seem to state clearly enough what they wanted exactly, and the staff at the hotel from the head chef to the head waiter did therefore were not aware of the standards that Plastix International expected.
It is also quite difficult to pinpoint the blame for the disaster because as Walter Hollestelle is phoning and speaking to the line managers involved, they are all stating that they were not given full demands an therefore couldn’t give the highest level of quality, as expected by Plastix International.
TQM – [Total Quality Management] How could it be useful to the hotel?
Total Quality Management refers to a quality emphasis that encompasses the entire organization from the supplier to the customer. (Heizer, Jay, Operations Management 1999, Fifth Edition pg 82). ...
Total Quality Management would be extremely useful to the Waterlander hotel because it ensures that it positively influences each of the 10 decisions made by operation managers. ... Edwards Deming quality improvement can be implemented in the following ways :-
1. Build Quality into the product – the Waterlander hotel should stop depending on inspections to catch problems. ... Continously improve product, quality and service – this would ensure that the Waterlander Hotel is widely regarded as a high quality organization. ... Break Down barriers between departments – this would benefit the Hotel greatly as one of its major problems was mis-communication. ...
Above are just five points taken from a possible 14 that Deming introduced so that business could improve quality throughout their organization. If the Waterlander Hotel was to implement most of, if not all of, the points illustrated above, disasters like the one encountered with Plastix International would be avoided.
Discussion Document for meeting with Managers
Devise a discussion document that outlines the difficulties and problems arising out of different organisational perceptions of quality.
It is a widely known that different organizations have different views when it comes to quality. It is also well known that consumers have a different attitude towards quality than an organization. However, it is less well known that different employees in an organization have different aspects and definitions, this can cause a problem for the organization because if an employee has a low perception of quality then the product or service offered would be unsatisfactory to the consumer, thus invoking a complaint, as what happened with Plastix International.
If the Waterlander hotel decided on what approach to quality their organization is operating under, then they could identify the problem and then eradicate it. The Waterlander could fall under any of the following categories of approaching quality. ... transcendent approach – this approach views quality as being synonymous with excellence, for example the Hilton Hotel is viewed as being the best hotel chain in the world which offers the highest level of quality available.
A problem that the Waterlander Hotel organization has if it adopts this method is that if the hotel falls below the standard expected through lack of training and service offered. ... For example, easyjet is not perceived as being in the same league as BA flights, but it is seen as a quality product because it meets customers expectations.
Approximate Word count = 2809
Approximate Pages = 11.2
(250 words per page double spaced)
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