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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 customers expectation.
According to Wickens (1995), 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. The 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 specifically called Total Quality Management
(TMQ).
Explain
how
these
quality
control
tools
can
be
used
for
being
appreciated
and
then
inform
other
responsible
departments
to
and
evaluate
the
benefit
of
deploying
effective
complaints procedures and user and non-user surveys and how they
can be applied to improve quality (3.2)
In the discussion on the benefit of user and non-user surveys in
determining customer needs, it is fairly clear to see that users are the existing
customers who need to be introduced brand-new products and services to
maintain their interest and satisfaction to the brand. By executing user
surveys, the company can identify their needs and expectations from which
investigate the existing trend in the market to direct the marketing campaign.
Non-users are also customers but due to their unaffordability or disinterest in
the product or service, they do not buy. In the Beach House Hotel, what the
employees are learning to cope ip with a professional attitude is customers
complaints. Generally, complaints are supposed to be negative responses from
the customers. However, to a company which has recently applied the model of
quality management and always care about the service quality of the hotel, the
management team recognize complaints as a chance to identify their hotels
3
stages of staff consultation process for effective implementation. (3.3 & 4.3)
A number of methods can be put into enforcement for encouraging
participation in a quality scheme by underrepresented groups. First, it is the
most popular form surveys to easily approach the group. The form is
designed to collect the instant responses from under-represented groups as
well as to recognize the nature of them. Under-represented groups should be
exhilarated to join the survey to speak out their expectations, requirements
and possible issues. Second, thanks to technology, we can approach our
targeted group via a number of channels such as telephone, electronic mails,
teleconference, etc. and collect their responses and opinions on chosen issues.
A business will be highly appreciated from creating quality system
management. A suitable TQM regarding achieving the goals in organization. It
offers a series of methods, tools and techniques used to improve the quality of
the service, especially to such working environment in hotels. It is a process
beginning with identification of customer requirements and ending up meeting
their satisfaction. Several new methods which can be added to improve the
service quality such as professional management system to meet the
customers expectations,
materials, facilitating training courses of a wide range for all the employees in
such problems business manners, ethics and communications.
Conclusion
Reference
Wickens, P., 1995. The ascendant organisation: combining commitment
and control for long-term, sustainable business success. St. Martin's Press.