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Table of Contents PART 1..........................................................................................................................................................2 Task 1: Recommendation of an appropriate Quality Scheme..................................................................2 1. The Definition(s) of quality..............................................................................................................3 2. The leading thinkers in Quality Management..................................................................................3 3. Key features of the quality schemes, including links to the quality gurus........................................5 4. Similarities and differences of the Schemes....................................................................................7 5. Conclusions and recommendations.................................................................................................7 Task 2: Formulation of a Customer Service Policy Document..................................................................8 1. Importance of a customer driven service culture............................................................................8 2. Importance of managing and recognizing guest diversity................................................................9 3. The importance of monitoring customer services and satisfaction.................................................9 4. Need for continuous evaluation of customer service processes: feedback, staff training..............10 5. The importance of meeting and exceeding customer expectations...............................................11 PART 2........................................................................................................................................................13 PART 3........................................................................................................................................................18 1. The concept of continuous improvement..........................................................................................19 2. Continuous improvement adding value in terms of lowering costs, reducing wastage, increasing customer loyalty....................................................................................................................................20 3. What is meant by customer satisfaction: the importance of understanding customer’s expectation; giving value for money?.........................................................................................................................21 4. The importance of customer information in being able to meet and deliver expectations...............21 PART 4........................................................................................................................................................22 5. Based on the original complaint, writing a proposal to the Managing Director of the company outlining plans to prevent this complaint from happening again..........................................................24 a) Explain and how quality management can be measured..............................................................24 b) Identify the value of complaints procedure and how they may be used to improve service quality. ...........................................................................................................................................................25 c) Explain the importance of record keeping in ensuring quality service...........................................25

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d) The importance of communication and staff consultation across the whole organisation in order to minimize customer complaints......................................................................................................25 e) Using appropriate theory and concepts, propose a new system or modification to existing systems that could improve service quality.......................................................................................26 Bibliography...............................................................................................................................................27

PART 1 Task 1: Recommendation of an appropriate Quality Scheme

1. The Definition(s) of quality In simple terminology quality in a business scenario would mean that the business is not only meeting the requirements of its customers but also exceeding it.

Quality is used by business organizations as a tool and a method to improve their performances.

Quality is responsible to bring about standardization in business processes. Quality is responsible to decreases and eliminates work process variations which further more causes enhanced profits and great output.

Quality means improving continuously to deliver required products or services exceeding the expectations of the customers.

Management Guru Peter Drucker views that quality of a product or a service is not defined by what inputs are put in making the products or delivering the service but quality is something that the customer gets from it.

In Six Sigma, quality is indicative of a controlled process that is a process limit of Âą3s from the central line in the control chart and has a tolerance limit of Âą6s (ASQ, 2014)

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Quality is the way you percieve it so it is intrewpreted differently by people.Every orgsanisation focuses quality in different operatioinal area such as a hoteleir stresses quality to achieve satisfaction of its customers. A manufacturer sees qualtiy as a tool to deliver its product.

Every organisation needs to be focued on where is the quality needed to be implemented.Maintaining quality in a hotel industry would mean to provide consistent delivery of services and products to the guests at high standards.

2. The leading thinkers in Quality Management Leading thinkers in Quality Management were; Joseph M Juran (1904 – 2008) He was responsible for developing the Juan Trilogy which stated on the following key points;  Quality comes from planning  Quality should be controlled  And It should be improved He was the author of Juran’s Quality Control book.

W.E. Deming He gave the famous 14 points on quality management and control Constancy of purpose Reject poor work, products that are defective and services that are poor Mass inspection should not be a method to control quality Businesses should not just be judged by the price that they offer to you but quality should be considered too  focus on continuous improvement

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 Businesses should not undermine the importance of training and invest in training  Modern Supervision techniques should be implemented  Fear of any sort barring communication should not exist  no barriers in functional areas  Goals that are numerical, slogans and targets should be eliminated  no numerical work standards  All barriers discouraging the employees should be eliminated  Devise a program for training and education for all employees Walter Shewhart (1891-1967) 

He proposed the theory of Assignable causes Vs Chance causes



He developed control charts and the PDCA cycle

Philip B Crosby (1928-2001) 

He stressed that quality management can be brought about if the senior management gets involved



He propagated that employees at workplace should be encouraged to do things right at the first time



Crosby stressed on the four absolutes to manage quality he preached that;  The meaning of quality is conformance  Prevention brings quality

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ď ś Zero defects should be the quality standard (bizmanualz, 2009)

3. Key features of the quality schemes, including links to the quality gurus EFQM or the Excellence Model – It was developed by the European Foundation for Quality.

This scheme is used to profess continuous improvement by various organisations. It is also used as a tool for judging to give awards on quality. EFQM is a model that enables organisation to judge themselves on the parameters of quality and finds out the area it needs improvement. This model enables organisations to understand what impacts the doings of the firm has on the results.

Fundamental Concepts Excellent organisations are one which keep benefiting the customers by catering to their specific needs (Scotland Government, 2004)

Criteria for EFQM Model: This model can be applied to any organisation of any size, structure whether service or production .It is based on 5 Enabler criteria and 4 Results criteria, The Enabler criteria talks about what and how things are done in an organisation where as the result criteria is about what is achieved in the organisation.

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Figure showing the Enabler and the Result criteria Benefits of the EFQM Model   

Fosters the creation of an environment an enthusiasm for improvement Develops a culture where everybody strives for excellence It helps in getting feedback independently focusing on the strengths of the company



an areas for possible improvement Competitive advantage by focusing on important key areas

Charter Mark or the Customer Service Excellence: This is the government’s standard for quality used nationwide for public sector specifically for the customer services. It focuses on the delivery of customer services and quality improvement. It focuses on the services availed to the customers, so getting a charter mark is a sign that the organisation puts customer above all. .

(Scotland Government, 2004) Background: Was first developed in the UK to award the excellent customer services. Formally known as charter mark, was then named Customer Service Excellence in 2008.

Assessment Criteria: This standard has 5 assessment criteria with 57 elements in total. An authorised assessor conducts a desktop review and also he reviews the documents of the firm and analyses the views and opinions of the staff, customers and everybody related to the firm.

ISO 9000 it has its origins in UK in the name of BS 5750; it is accepted globally as a tool for quality management. The latest ISO 9001:2000 is much refined and requires much less

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documents. It is based on the PDCA cycle which was proposed by the quality Guru Rd. Walter.

A. Shewhart. The PDCA cycle stands for Plan, Do, Act, Check.

Benefits of the international standards:   

They are elemental in bringing benefits to the economy and society They help easing international trade by eliminating barriers They act as confirmers and can make believe in the products specified by them around the globe that it is of good quality

Use of the ISO standards for businesses They act as a tool to help simplification and tackling of the biggest challenges that businesses face 

     

Increase efficiency and productivity of the business operations Benefits of these standards to the businesses are as follows; Enable cost saving Increases satisfaction of the customers Let them access new markets Increases market share for businesses Reduce the negative impacts that the environment suffers as a result of business activities (ISO, 2014)

Six Sigma It is developed method employing large number of tools. It helps manage and improve all the processes. It gives measurable results .Widely used and accepted by organisations. (Scotland Government, 2004) Doctrine:  

The achievement of predictable and stable results requires conttinous improvemnts Improvement of quality should be sustained

Methodology:

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Deming’s PDCA Cycle and DMAIC - DMAIC should be the priciple of the business processes that is Define, Measure, Analyse, Improve and Control Use and Application: Can be applied to all levels of orgaqnisation whether small or large.

4. Similarities and differences of the Schemes These tools have different uses owing to the similarities and differences in them and it is up to the organisation to decide which tool is best suited to them.

EFQM is a scheme used for quality management by the private, voluntary and the public sector organisations and also for judging organisations when giving them quality awards, Whereas Charter Mark is best suited for customer service oriented organisations.

Lip unlike the prior two focuses on improving standards and quality by focusing on the people of the organisation. It is a tool for each and every organisation as all of them have human work force in them. .(Scotland Govenrment, 2005)

5. Conclusions and recommendations Quality concern has become every important in the competitive world, so it is mandatory that organisations understand the value of adopting schemes for quality control and management. It is up to the organisations to assess and find out the best suited scheme for themselves.

These schemes support the agenda of continuous improvement. The organisations should work on establishing a link on these schemes to ensure making them work to attain quality control and improvement.

These tools should be assessed and applied for a certain time period that would help to check their functionality and usage.

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Task 2: Formulation of a Customer Service Policy Document Customer Policy Service Document of Oxford Hotel Group;

The Mission Vision and value statement for the Oxford Group of Hotels would be; I.

Vision – To be a pioneer in the global hospitality industry

II.

Mission – To serve guests around the globe with excellent quality services, being the Hotel of choice for global guests rendering quality services and facilities. We aim to make a difference each and continue to deliver better service and be the best in the industry.

III.

Values- Integrity, Hospitability, Quality Management and excellence in everything we do.

IV.

Customer Service Policy Document

PROVIDING QUALITY HOSPITALITY SERVICES AND FACILITIES TO ALL OUR GUESTS POLICY V.

Providing quality services and comfort

Oxford Group of Hotels is committed to provide excellent services to our guests. We understand that

a hospitality business is a business of working for the people and serving them so it is of prime importance for the hospitality sector to have a customer driven service culture.

We provide excellent services and facilities by the following; VI.

Having a customer driven approach

 A customer driven service relies not on reducing defects but on working on client satisfaction by decreasing the number of complaints and negative feedbacks.

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 Laying stress on customer –driven service can helps Oxford Group to attain global excellence and popularity as it can devise techniques to cater to the needs of global clients.  This approach helps in retaining customers and building loyalty. (Baldrige Excellence, 2014) VII.

How do we build a customer driven approach?  We understand what are the specific needs of the customers first  We develop a plan meeting those needs and improving the culture of serving the customers  We lay stress on the method customers are served on the phone and emails where the customers inquire as this is the first interface to the customers  We at Oxford group adopt new and advanced approaches to enhance customer service (The Kevin Eikenberry Group, 2014)  This approach enables us to measure the worth of each customer lost that the absence of this approach costs.  Customer driven approach also enables growth and expansion of Oxford Hotel business as it depends greatly on referrals and word of mouth. So, one satisfied customer brings furthermore many satisfied customers.

VIII.

Services We are committed to provide better services to all our customers. This includes well equipped rooms, attached bathroom. Fully accessible 24 hours telephone services, room services.

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IX.

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Staff training Oxford Hotel groups provide service trainings to all employees and management dealing with our guests. The hotel manager, concierge, bell boy, room service, laundry department all are trained on timely basis.

X.

Feedback Process The main goal of the OXFORD HOTEL GROUP is to attain excellence in serving their guests. So we welcome suggestions and comments that help us in our improvements. We welcome all types of feedback whether verbal, via email, social media and we maintain a separate feedback form to be filled by all guests. Complaints are also handled by the management in the best possible way.

XI.

Modifications to the policy We aim to serve our customers with the best of service so any policy that does not serves the purpose and might have adverse effects will be either removed or modified.

2. Importance of managing and recognizing guest diversity Hotel business should understand the importance of managing and recognizing the diversity of the guests as a result of this approach most of the internationally operating Hotels are encouraging the recruitment of staff of diverse backgrounds and cultures as the diverse constitution of the staff will help understand the need and management of guests of various origin better. Guests of a global hotel chain are belonging to different communities, race and origin; they have different life style and so different service requirements.

It is important to have a workforce of broad cultural origin to meet the requirements of guests that are from diverse back grounds.(Red Roof Inn, 2014)

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Globalisation in the hospitality sector has made it competing in the global market catrering to the needs of global guests making it important to understand the needs of managing a nd recognizing the diversity of guests.(Gong, 2008)

3. The importance of monitoring customer services and satisfaction Satisfaction of the customer depends on the personal assessment of the customers and depends on what does the customer expects from you. A hotel business is highly service oriented and depends greatly on the satisfaction of the guests.

The importance of customer satisfaction in the hotel business can be assessed by the fact that only satisfied customers come to your hotel again and recommend it to others. So the popularity and the prosperity of a hotel business depend on guest satisfaction.

To attain guests satisfaction Oxford Hotel group should stress on;  Providing personalized care and attention to their guests  The efficiency and timeliness of the service delivery  Having an empathetic attitude to serve the guests  Having a staff and an atmosphere that the guests could rely and depend upon.  Being available to serve them round the clock  Having the right kind of service and physical facilities to attain high quality guest service(Centre for the Study of Social Policy, 2007) Researches show that employee satisfaction can be fundamantal in improving the satisfaction of the customers of the hotel industry. If the employee understands and work accordingly in the favour of the purpose of the company it is the key to attain satisfaction of guests in the hotel.

(Hanks, (n.d))

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4. Need for continuous evaluation of customer service processes: feedback, staff training 

Continuous evaluation is very important in any business as it helps understand the short comings of the organization, help devise ways to overcome the short comings, lay more stress on their strengths and channelize it to gain maximum profitability by greater client acquisition.



It is necessary to train the hotel staff frequently so that they understand the need and way to serve the guests efficiently.



Approaches to customer and employee feedback helps identify where does the hotel lack in it delivery



Feedback should be real-time that could be applied to enhance the performances of the employees.



Feedback process should be continuous



Feedback is important as it helps to better understand what do the customers expect and experience that is mandatory for the Hotel staff to understand



Based on the feedback a training scheme should be devised to help staff get equipped to meet the client requirements understanding on which key areas the client lack.



By continuous evaluation The Oxford Hotel Group can understand what changes it needs to incorporate serving the clients in the new geographic location and catering to the client diversity.



Training and continuous evaluation enables the hotel business to make timely changes to the operational practices that are poor in nature.(Hanks, (n.d))

5. The importance of meeting and exceeding customer expectations

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It is mandatory for a customer centric organization such as a hotel business to meet and exceed the expectations of the customers.



Meeting and exceeding the expectations of customers enables organizations to stand out and gain competitive advantage.



If the expectations are exceeded customers will never fail and forget to approach you whenever they are in need of service especially in a Hotel business where client satisfaction is a crucial aspect.



It enables client retention and expansion of client base as meeting customer expectation will lead to satisfied clients who will recommend your business to others spreading the business by means of word of mouth.



To meet and exceed the expectations of the customers, it is requisite that the Hotel business lays stress on the following points;



Being aware of its competition in the Industry – If the Oxford Group analyses its competitors it can brain storm that what ways will enable them to have a service delivery system efficient from their competitors distinguishing them from the competition.

Take feed backs from the Guests – If the guests have same queries and consistent negative feedback about a particular experience it shows that is the key area the business need to stress on improving and provide all its staff training to exceed delivery of service in that particular area.

Stress on small acts and gestures – Small things that you do has great effect on people. A small act and gesture of kindness, a petty gesture respecting the cultural diversity of hotel guests may be training the staff to greet the guest in their native language etc. can help the business to meet and exceed expectations. If they get a complimentary gift for their stay or a candy after dinner for free will fill the guests with delight and help them remember the business forever and share a bond of loyalty with the Hotel.

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Beating Deadlines- the Hotel business should understand that instead of adhering to the deadline exceeding it makes a noticeable attribute of the business in the minds of the customers.

It is not feasible and in your favour to promise a short delivery time if you are unsure of meeting it say for example, delivering the laundry of the guests, or delivering of meals in room service but if you have a deadline of say 72 hours delivering it within 24 hours makes a big difference.

Acknowledging Loyal Customers- The life blood of a Hotel business are its regular guests who return to be your guest again and again. In order to retain them and keep them satisfied it is important to reward them. Giving them personalized service according to their preferences, rewarding them with special offers and discounts would help a lot.(Estep, 2011)

PART 2 Gap Analysis of the Civil Service Club London Introduction The analysis is used to bridge the gap between the organisations actual performances and the potential that it is has to perform in its full capacity. It helps the organisation to list the current state it is in and list the elements of the desired state it wants to reach and a plan to bridge the gap between the existing and the desired state. ďƒ˜ It is very flexible tool of analysis giving the freedom to the analyst to choose the tools to carry out the work.(Mikoluk, 2013) ďƒ˜ Gap analysis for Hotels are very efficient to understand the gaps in services.

Civil Service Club

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Located in the Great Scotland Yard, this hotel provides services such as bar, bedroom and lounge facilities for people at economic prices. They have links with the Civil Service Sports Council and Members of the Metropolitan Police can avail facilities here.

It caters to needs of people including social gatherings, wedding and gatherings.

Research Methodology used Both primary and secondary research, including a customer street and employee survey including interviews, reviews from web sites, telephonic conversations etc.

Survey details – The primary research included a survey conducted by interviewing the staff and the management 10 customers and 15 staff were interviewed.

Internet Reviews; ďƒ˜ Can't beat the location which is a shame the hotel let's itself down. I'm very disappointed in the room and overall facilities. The room has mismatched dark paint and there's a strange smell in the air (Tripadvisor, 2014)

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 The room we had was lovely really set the mood and the food was really lovely. The staff could not speak full English so trying to ask for different things and explain what we wanted was a nightmare. The staffs were rude and not very helpful. The room was like a hospital room and smelt of damp.(Trip advisor, 2014) Interview  10 customers of the hotel were interviewedon telephone 3 out of them were satisfied by the hotel and 7 complain of poor service and foul smell.  On interviewing the hotel management it was clear that they do not use room freshners daily , staff is not trained on regular basis.

Social Networking Reviews and Customer Feedbacks Shows that customers recommend it as being cheap but they have the opinion that it is not cheerful place. And the requisite to have membership to avail the facility is a negative point.

(Civil Service Club Facebook Page, 2014) The GAP Analysis Current State  The club is economical to the pricing needs no improvement  The research shows customers complaining of poor ambience and a strange foul smell in the air  Customers currently complain of staff not knowing and speaking English fluently  Some of the customers reported rude behaviour from the staff  The Club lacks efficient quality measuring tools The Future State Call Us: +61-450-214-312,+44-7497786317

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 No changes in the pricing structure  Renovation of the ambience of the Club and finding out the cause the foul smell that customers complain regularly and eliminating it (might be due to dampness, or not using air fresheners properly)  In the next one year changing the ratings they have received from trip advisor to 4.5 and Facebook to 4.8(currently 4.1)  Training all staff how to enhance the quality of service they render regularly  Adoption of quality control measures such as Six Sigma and Kaizen.

Bridging the Gap It is the process of Identifying Gap and remedies to overcome it.

1. Gap Identification There is a Gap between the current and the future states mentioned above.

2. Gap Description     

Factors Responsible Lack of clear HR policies to screen and train the employees Lack of stress on quality and the understanding of the effect that ambience creates Might be possible that measures to purify air are not used The club walls might be damped resulting in the foul smell

Remedies, Actions and Proposals 

Renovation of the ambience of the Club and finding out the cause the foul smell that customers complain regularly and eliminating it (might be due to dampness or not using



air fresheners properly) In the next one year changing the ratings they have received from trip advisor to 4.5 and

    

Facebook to 4.8(currently 4.1) by the use of quality measurement tools Training all staff how to enhance the quality of service they render regularly Adoption of quality control measures such as Six Sigma and Kaizen.

Aim to implement quality in all dimensions Should stress on 5s of housekeeping also known as Gemba which includes Seiko – or proper arrangement

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SEIKETSO – that means personal cleanliness and hygiene maintenance SEISO – Clean up SEITON – Working with orderliness SHITSUKE – Working with personal discipline (Top Achievement, 2014)

Survey Questionnaire 1. How would you rate the customer service of the hotel?

Excellent Good Average Bad 2. What is the most negative service aspect of the hotel 3. What do you feel is the reason for the answer to the question above 4. Have you experienced any bad smell in the hotel? Yes/no 5. Have you noticed the hotel staff taking any remedial action for the smell 6. How would you rate the behaviour of the hotel staff with you 1 2 3 4 5 7. What is lacking in the staff of the hotel Language barrier Absence of customer service attitude Absence of guest driven culture

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Poor training 8. How is the pricing of the hotel?

Economic Very costly

9. Do you have any suggestions to the hotel management?

PART 3 What is Continuous Improvement Continuous Improvement is a method to outline opportunities and to organise and simplify the work reducing the waste. Continuous improvement is a practice that has become prevalent in the businesses scenario by the advent of the Lean tools and the Kaizen Principles. Continuous improvement has gained importance and acceptance as a strategy globally oriented to identify opportunities and save unnecessary costs.

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1. The concept of continuous improvement It can be described as set of guidelines that focuses majorly on saving time, effort, and money in the workplace. Quality should be of prime importance to deliver services and products and trying to get things done faster should not compromise quality at any cost. Continuous improvement helps companies to identify opportunities to improve themselves regularly.

Rapid Improvements or Value Stream Mapping should be used by the companies unable to implement continuous improvement on a daily basis.

The processes of continuous improvement provide the business with a list of to do items to improve themselves. (LeanKit, 2014) The process of continuous improvement is based on a PDCA cycle That means Plan-do-check –act

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It works on the following procedures; First it is essential to define the problem Then a situational analysis is carried out It is then needed to visualize ideally how the situation should be Then the targets of measuring the improvements needs to be defined(WMEP, 2014)

2. Continuous improvement adding value in terms of lowering costs, reducing wastage, increasing customer loyalty Continuous improvement is a process that adds immense value to the firm as it leads to having employees that are educated, motivated and a team striving for the success of the firm.

An organisation that implements continuous improvement has a clear understanding of its vision, mission and values and work accordingly in a manner to full fill its aim and mission.

As all the employees work towards contribution of success of the organisation, it leads to enhanced profitability to the firm leading to reduced costs.

It is a process of having a constant pursuit to improve the organisation both internally as well as externally. So there is high degree of quality control eliminating wastes.

This process enables new tools and processes to increase efficiency and save extra costs.

Each process is under review and surveillance to figure out the most cost effective and efficient way of doing things.

Wastage is reduced as the process ensured there is no duplication of work leading to wastage of time and resources.

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CI takes errors as learning opportunities to enhance the way things are done in future and eliminating error and furthermore saving costs.

All decisions are taken based on facts and data and hence are in best favour for the company’s growth.

By using CI the customers receive unmatched delivery of their expectations, which leads to increased customer loyalty.

3. What is meant by customer satisfaction: the importance of understanding customer’s expectation; giving value for money?

Implementing continuous improvement can help the organisation by satisfying the customers by meeting their expectations in the best possible manner.

Customers receive service excellence in an organised manner never experienced before. With a capacity to serve large number of customers and expanding the service facilities the organisation is able to serve and satisfy large customer base.

Continuous improvement is oriented at improvement in all the internal and external business processes. Business function with an n aim to satisfy customers, and they require value for the money they invest on the business. CI helps delivering that value.

4. The importance of customer information in being able to meet and deliver expectations CI recognises the value of getting customer information on devising processes as businesses function for the customers and the customers are the ultimate judge of accessing the quality of service delivered to them and what can make it better .Customer information lets the organisation to access about the needs and wants of the customers and then the organisation can outline how to satisfy those needs by implementation of CI process.

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PART 4 1. Being the Quality Assurance Manager of Z hotel and reporting directly to the General Manager Juan Goodye writing a formal letter of complaint about a worse customer service experience I witnessed.

Mr. Juan Goodye Manger Z hotel Lake Road LT1 5MX

Dear Juan, I have always look up to the way you stress on delivering excellent customer service and appreciated the manner you take up my feedbacks .I would like to bring in your notice an incident that occurred in the Hotel on the 17th of August at 6.00PM. I was startled by the yelling and screaming from the reception area, rushing to find out that there was an argument going on between one of our hotel staff, Peter Scrooge who is a newly appointed service attendant and one of your regular guests.

Mr and Mrs Sands are our regular guests. They were the occupants of room no. 302 since August, 15th. The family along with their 6 year old son were at the pool side when Mr Sands left the Hotel premises to get some stuffs and took the room key along with him.

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Their son had to attend nature’s call urgently so Mrs Sands rushed with him to the lobby were they had an encounter with Peter Scrooge. Mrs Sands requested him to let them use a wash room to which Scrooge denied very rudely and started yelling and shouting at them.

Mrs Sands was outraged with this unexpected rudeness from us and then there was a big argument between them.

Scrooge when questioned later on said that he didn’t realised that they were guests of the hotel as he usually works on night shifts timings.

We believe in retaining your loyal guests and such behaviour can cause serious damage and leads to losing our valued guests.

I would suggest that all employees of the hotel should be trained about the value that empathy and considering small things create in our business. People who are visiting the hotel for the bar and restaurant services are equally important and potential to avail lodging services so they should not be restrained of facilities such as bathroom inside the premises.

Also, considering the importance of each of our customers the Sands family should be apologised by the hotel team and they should be compensated by giving them special discounts and offers.

It will be great if you could suggest measures that need to be implemented to avoid any occurrence of such poor customer service in our hotel later on.

Yours’ sincerely Angel Marc

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Manger Z hotel Lake Road LT1 5MX 2. Response to the letter Dear Angel Thanks for bringing the incident into my notice I have given it much consideration as this indeed is a serious issue and shouldn’t occur in future. Peter Scrooge has done a serious mistake jeopardising our reputation. However I believe that laying him out would not be an efficient solution to the issue, as we do not want our staff to inculcate this culture of being hostile and rude to our valued guests.

Scrooge will be kept in probation of three months in which he has to get at least three recommendations and positive feedbacks from our guests failing to receive which he will be terminated.

Also your recommendation of training the staff is much appreciated. We will devise a training team to impart training to the employees. As a part of this strategy every staff receiving a positive feedback will be rewarded by incentives.

Your recommendation for grievance redressing to the Sand’s family is also appreciated. I have personally apologised and gave them a heavy discount for the current and two future visits.

Thanks once again for your commitment to bring such things to my notice and suggest valuable course of action.

Regards,

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Juan Goodye Manager Z Hotel

4. Feedback on performance and recommendations for improvement I think that the strategy used for handling the complaint was good and as per the requirement it is always necessary while dealing with service complaints to listen welcome feedbacks and take just not temporary steps but permanent measures to reduce customer complaints as customer complaints can affect the business very greatly. Complain handling is very vital for the quality of services in a hotel industry so it should be done with diligent mind and following proper strategies for optimum handling and prohibiting the occurrence of such instances in future.

5.Based on the original complaint, writing a proposal to the Managing Director of the company outlining plans to prevent this complaint from happening again.

a) Explain and how quality management can be measured Quality management can be measured by implementing various schemes that might be a government tool or tools adopted by company and techniques such as 

EFQM or the Excellence Model



Charter Mark



Investors in People



Balanced Scorecard

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 

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Kaizen Blitz Six Sigma

Many organisations have adopted the ISO 9000 series as a standard of quality measurements.

They have maintained this system for 5 years and more. Many companies have adopted the system of measuring quality in terms of financial returns such, many companies uses the growth and development of employees as a measure of quality.

The cause and effect diagram shows the relationship of quality and the financial growth and the growth of other resources.

The organisations should map a matrix of parameters that can be measured such as value, cost or time in the y axis of a graph and people, process, machines etc. on the x axis. A cause and effect diagram between finance and quality can also be used.

Effect of quality on the income and expenses can also help in measuring quality. (Heinloth, (n.d))

b) Identify the value of complaints procedure and how they may be used to improve service quality.

Complaints procedure is of profound value to improve and enhance the quality of your services.

Complaints and feedbacks help the businesses to understand where they fail in meeting the expectations of the customers and maintaining quality. If an organization does not place taking complaints and feedbacks regularly they will never be able to determine what is actually that their customer’s seek, which will ultimately lead to losing customer.

In- lieu of this most of the organizations that focus in quality management in the industry uses a proper channel of complaints that includes a phone number or email id to lodge complaints. Even government uses complaint consumer forums where customers can report.

c) Explain the importance of record keeping in ensuring quality service

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Records are the tools to compare and measure the past performance to the present.

To analyse how has your quality improves, it is necessary to have records of data from past. The facts and figures of the past and the present are obtained by record keeping. Records of the company are confidential reports that give information to manage quality. Records can be tangible or in electronic formats.

Records help in quality management as they have the element of traceability in them and you can refer to the amount of increase in previous year quality by mapping.

Complaints can be used as a source of record to relate to what has happened in the past and which practices needs to be implemented to eliminate the past occurrences that should not take place.

d) The importance of communication and staff consultation across the whole organisation in order to minimize customer complaints Measures to minimize customer complaints should be adopted by organizations. It is vital to adopt an action plan to do so by communicating and consulting staff. Staff that handles customers is the best people who have hands on experience to deal with complaints of the customers.

Staff training to render excellent customer service oriented at exceeding customer expectations should be developed. Staff should be provided sessions to raise service standards to minimize customer complaints. Each staff of an organization is the main contributors to reduce customer complaints.(Public Appointments Service, 2011-2013)

e) Using appropriate theory and concepts, propose a new system or modification to existing systems that could improve service quality Service quality can be improved by using various schemes and tools. Six Sigma - can be used and by applying the DMAIC concept of Six Sigma services can be delivered of enhanced quality.

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Implementing the 14 points given by Deming can also eliminate quality errors and bring about high quality standards. As if services adopts a constancy of purpose, focuses on continuous improvement, and breaks fears and communication barriers the quality simultaneously gets increased.

Organisations to increase service quality should adopt the method of PDCA cycle also.

A hotel industry is service oriented so it should aim to get the Charter Mark This is the government’s standard for quality. It focuses on the delivery of customer services and quality improvement. It focuses on the services availed to the customers sop getting a charter mark is a sign that the organisation puts customer above all

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