Measuring Quality Management - Assignment Example

Quality Management Contents Contents 2 Introduction 3 Task Measuring quality management 3 Task 2: Benefits of user and non-user surveys 5 Task 3: List the methods of consultation 6 Task 4: Value of complaints procedures and how it can be used to improve quality 7 Task 5: Self assessment for determining organization current state of health 8 Task 6: Importance of communication and record keeping 9 Task 7: Stages of staff consultation 10 Task 8: New systems to improve service quality 11 Conclusion 12 References 14 Introduction Quality management is an important part or function of every business. Quality management explains the approaches which the management of a company undertakes for achieving long term success by satisfying customers. Quality management system influences the employees in enhancing the system, processes, functions, activities, services, products, culture, productivity and working environment of the company. In the present business environment the customers are very much concerned about the quality of product and services they are purchasing. Effective implementation of quality management system facilitates the firms in retaining and acquiring more customers. Several standards have been established for upgrading or maintaining the quality of different products and services. This report deals with an Indian restaurant which is present in UK for past two years. The restaurant has experienced massive growth in past few years. For improving its existing quality system the company will implement quality management system for supporting the future growth and development of the business. This report will explain various measures and analysis the restaurant will perform for enhancing its quality management. Task 1: Measuring quality management Quality management of the restaurant can be effectively measured and implemented by following the guidelines of ISO 9001:2008 and EFQM. The company can perform internal audit for evaluating how its present quality management system is working. On the basis of this evaluation, the restaurant will be able to understand the necessary things which need to be improved for enhancing its quality management system. The managing body of the organization will know about the functions or things which are hampering its present quality management system (Kaynak, 2003). According to that the managing body can implement advance processes or change existing processes for supporting the future growth and development of the business. The restaurant can invite an independent body for verifying its quality standards. By inviting clients for doing audit of the restaurant’s quality system will help the firm in analyzing its quality system in details. Enhancing quality is one of the important things for the restaurants. The quality of service and food provided by the restaurant can be judged efficiently by its customers. So the restaurant can take feedback from its customers for improving its quality. Feedback of the customers helps the restaurant to know and understand the things which contribute a lot in influencing its customers (Pipino, Lee and Wang, 2002). By analyzing the customers’ feedback the restaurant can implement effective measures for working on its quality management issues. Performance of the employees can be evaluated for measuring the quality management system of the restaurant. Employees play a vital role in maintaining the quality of product and services of the company. By measuring the performance of the employees the productivity of the restaurant can be estimated. With the improvement of the performance of the employees the resultant will be able to achieve its quality standards. By implementing EFQM excellence model the company can relate its causes and effects which influence its quality management issues. This model will contribute a lot in measuring the quality management problems of the company. The managers or the organizational leaders can use their leadership skills for measuring efficiency level and effectiveness of the employees (Lee, Strong, Kahn and Wang, 2002). This will help the company to get a proper idea about the present quality management system of the organization and based on that they can implement effective measures. Task 2: Benefits of user and non-user surveys Customer needs can be determined effectively by conducting surveys. Users and non users of the company play a vital role in managing the quality of the organization. There are many benefits of users and non users’ surveys which will facilitate the restaurant in determining the needs of the customers. The present customers are the users. Customer satisfaction of the user is very important of the organization. Survey of users will help the company in identifying the expectations and needs of the customers. The management of the restaurant will come to know about the present trends of the market which the restaurants of UK are following. The survey of the users will also facilitate the company in understanding their limitations which are hindering its quality management system (Carpinetti, Buosi and Gerolamo, 2003). Another benefit of user survey is that it can be conducted easily by the firm. Therefore the restaurant can analyze its quality issues by implementing this easy process. Non users are the customers who do not purchase products from the restaurant because of some specific reasons. The survey of this type of customer will benefit the restaurant in enhancing its business process for acquiring more customers. By conducting the survey of non users will be able to understand the reasons for these users are not purchasing its products. The company can know about the desires and expectations of the non users (Beskese and Cebeci, 2001). This will help the firm in producing products or services which can improve the standard of the restaurant and acquire more customers. As per the guidelines of ISO 9001:2008 and EFQM, the surveys of users and non users contribute a lot in improving the quality standard of the company. This customer focused approach will facilitate the organization in meeting customers’ expectations. Relationship of with the customers can be strengthened by the company through this survey. This will facilitate the company to develop and implement new processes, functions for enhancing its quality management system (Khan, 2003). Task 3: List the methods of consultation Quality schemes are incorporated to provide higher level of customer satisfaction and cost efficiency. These schemes ensure quality standards so as to upgrade efficiency level of operational procedure. There are two quality schemes which shall be supposedly included in the business such as EFQM and ISO 9001:2008. Consultation methods trigger participation of under-represented groups in the quality management process. There are several consultation methods which are employed by organizations so as to encourage participation from certain groups. Firstly written consultation method is greatly used by many firms. This helps to draw in opinions regarding any particular operation or quality related issue. Open public meetings are another form of consultation method (Gitlow, 2000). Under-represented groups would show interest towards any subject only when they are given opportunity to bring forth their opinions. Flexibility enables them to proclaim their opinions and thus helps in maintaining proper alignment with quality standards. Open meetings enable groups members to put across their views and discuss on any particular issue. Interactive discussion initiates a two way communication process which is productive for any kind of organizational development (Mukherjee, 2006). Representation groups can be structured who shall provide desirable quality of consultation. These groups are solely responsible for analyzing views of groups at informal as well as formal stages. They are even commissioned at times in order to directly contact with users and acquire their preferred quality standards. Quality standard can be sustained within organizational system only when face to face interviews are conducted. This shall reveal loopholes in a system and appropriate measures which can be undertaken to eliminate such loopholes. Face to face interviews or one to one discussion is a mechanism through which group members can be encouraged to contribute their innovative ideas (Schlickman, 2003). Focus group is also another consultation method where some groups shall be formed comprising of five to six members, and they would enter into a discussion on quality scheme. User panels are an effective consultation method where small groups of representatives and users meet on a regular basis so as to discuss wide array of issues. Task 4: Value of complaints procedures and how it can be used to improve quality Complaints are not bad for the organization. It facilitates the company in improving its negative things and services for maintaining its quality standards. According to ISO 9000: 2008 guidelines complaints procedures help the company in identifying the opportunities through which it can enhance its products and services. By developing complaints procedures the restaurant will be able to understand the areas in which it needs to improve its functions and services. A complaint from the customer is extremely valuable for the organization. It can actually facilitate the company in improving its quality management system (Van den Heuvel, Koning, Bogers, Berg and Dijen, 2005). Sometimes it is not possible for the company to invest huge amount of money for appointing an outside consultant for measuring the performance of the business or the effectiveness of its quality management system. Complaints procedures can be done by collecting feedback from the customers or conducting survey of the people. These are the most effective processes that are implemented by the companies for collecting the views and opinions of the people. Besides these there are several other procedures which help the company in knowing the companies of the customers. When a customer complains about the product and service of a company then he describes the reasons for which he is not satisfied with the firm (Walsh, Hughes and Maddox, 2002). The present quality issues of the company can be evaluated well with the help of complaints procedures. The Indian restaurant in UK can implement complaints procedure in UK market for benefiting the future growth and development of the company. The restaurant can create a strong bonding with its customers by making an effort to know their satisfaction level with the product and services of the restaurant. This is an essential part in maintaining the relationship with the customer. By implementing this process the restaurant can make its customers feel that they are important for the organization and for this reason the company is considering their views and opinions for making its business process better (Luning and Marcelis, 2007). Therefore for getting several benefits from complaints procedure the restaurant should incorporate this process for improving its quality management system. Task 5: Self assessment for determining organization current state of health As states in ISO 9000:2008 self assessment of the organization plays a major role in determining its present state of health. Performance of the company can be measured effecting by doing self assessment. It is one of the important things used by the organization for evaluating its quality standards. This measure will help the restaurant to improve its existing quality system. As per the goals and objectives of the company it must set up its performance and quality standards. The restaurants can develop different criteria for achieving its goals and objectives. The criteria can be developed for enhancing the performance and productivity of employees (Fouayzi, Caswell and Hooker, 2006). Criteria will influence the employees to find out different opportunities for improving the quality of work and service. Self assessment will help the restaurant in getting effective result. EFQM model can be used by the restaurants for evaluating its various functions and processes. This will help the restaurants in understanding the issues which are hindering the present quality system of the company. By implementing this model employees of the restaurants will get the knowledge about the things which the organization is presently lacking. Based on this knowledge the employees can put effort to upgrade the quality level of the organization. The employees can assess their contribution in maintaining or improving the quality standard of the restaurant (Gronholdt, Martensen and Kristensen, 2000). Self assessment can facilitate the restaurant in understanding its future growth and opportunities. On the basis of this the organization can improve its process or functions to improve its future opportunities. The results of self assessment can motivate the resultant in competing with other restaurants of UK by enhancing its quality of products and services. The gap between the expected service and delivered service can be identifies by self assessment. This will facilitate the restaurant in comparing itself with others restaurants operating in UK market (Solomon, 2006). Task 6: Importance of communication and record keeping Effective communication is very important in any organization. It contributes a lot in achieving the goals and objectives of the company. As per the guidelines of ISO 9000:2008 involvement of employees or people helps a company in improving its quality standards. Effective communication system facilitates the organization in developing systematic approach for achieving the goals and objectives of the company (Conca, Llopis and Tarı́, 2004). Communication is associated with most of the functions or activities of the company. For this reason by developing good communication among all organizational members a company can take important decisions for its future growth and development. The Indian restaurant needs to develop good communication outside the organization and inside the organization (Walby, 2009). This is required for the company for managing its quality issues. For improving the product and service quality, every employees of the restaurant needs to be involved. Therefore proper communication with these people will benefit the restaurant in developing, implementing and controlling plans and strategies of quality management. In external communication the restaurant can communicate with its customers for understanding their expectation from the restaurant (ISO, 2008). By interacting with them the organization can gather carious information which will help it to improve its standards and quality. It is also important for the restaurant to keep all its records properly and systematically. By keeping the records of all types of communication the restaurant will be able to develop effective measures and strategies for upgrading its quality. This will also help the organization in implementing plans for controlling its quality (Wintzer, 2007). Without proper data or records it is very difficult for the restaurant to understand the current quality issues it is facing and the plans it need to develop of improving its quality management system. Communication and record keeping can be done the restaurant by implementing different methods. The most easy and effective ways of doing this are taking customer complains, customer feedbacks and conducting survey (Onkvisit and Shaw, 2009). By implementing these ways the restaurant will be able to improve its present quality management system. Task 7: Stages of staff consultation As mentioned in ISO 9000:2008 employee involvement in the decision making process of the company plays a vital role in improving its quality standards. The Indian restaurant is required to consult with all of its staffs for developing effective quality scheme (Henry, 2011). The employees of this organization contribute a lot in achieving its goals and objectives. For this reason the restaurant needs to discuss its quality issues with all of its employees. This process will facilitate the company in knowing the views and plans of its staffs and with the help of this process the restaurant will be able to develop effective scheme for enhancing its product and service quality (Percy, 2008). Discussion with the employees will benefit the organization in developing effective plans for managing its quality. Consultation and communication with all organizational members is very important for the firm for achieving its future goals. For proper implementation of quality management plans staff consultation and communication should be encouraged by the restaurant. The senior managers of this organization should communicate freely with the ground level employees (Perreault and MaCarthy, 2003). Two-way communication is necessary to motivate employees so that they upgrade their performance standards. Senior managers need to communicate efficiently with all team members in order to identify their work related issues. Accomplishment of future goals is dependent on these communication channels. Quality management plans can be developed only by gaining information from staff members (Gitlow, 2000). Quality issues are precisely understood by employees and it needs to be communicated to senior management. Consultation guidelines in context of quality management are also centred towards developing open discussion framework. This form of framework enables team members to openly discuss issues with management and implement necessary strategies. Quality scheme implementation is highly dependent on coordination from group members (Zeithaml, 2010). Group formation activities shall support implementation of such schemes. It is necessary that regular meetings are conducted in order to evaluate quality issues and outline certain innovative strategies. Task 8: New systems to improve service quality The service quality of the restaurant needs to be improved for supporting its future growth. The present quality system is not sufficient for organization in achieving its future goals and objectives. For this reason it needs to implement new system for enhancing its quality management system (Cole, 2003). The organization can provide effective training to its staffs for making them understand about the importance of quality issues for the growth and development of the business. The training can help the employees in improving their performance level for achieving the quality standard of the organization (Picton and Broderick, 2009). In the training the managers must try to motivate the staffs in reducing their performance gap for delivering quality service. The restaurant needs to manage its budget and all of its resources in an effective way for developing new functions and activities. This will help the company in satisfying its customers. The strategies which are developed by the firm should be implemented within the budget. For attracting large number of customers the restaurant can make its food manufacturing process more transparent to the customers (Keller, 2008). This process will help the organization in building trust of the customers regarding their products and services. The restaurant needs to appoint a quality manager who will look after its different quality issues. He will guide the organization in maintaining proper quality standard for achieving growth and success in future. Customer satisfaction should be considered as most important thing for the restaurant (Lasserre, 2012). The business must try every possible way for knowing the expectations and preference of the customers regarding its products and services. Based on their expectations and preference it has to improve the quality of its products and services. The restaurant needs to do market analysis of restaurants in UK (Kotler and Keller, 2012). This will help the organization to understand the present trends of the market for knowing the quality management system which other companies are following for enhancing its business processes Conclusion The business process and service of an organization can be enhanced by managing its quality management system. This report highlighted the efforts of an Indian restaurant for developing and expanding its business in UK market. The report focuses that quality management measures should be adopted by the company for enhancing its business processes and services. The restaurant will follow the standards and policies of ISO 9000:2008 for improving its quality management system. The model of EFQM will be implemented by the company in solving the issues of quality management. 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