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Managing Quality Delivery Services

Expectation of Stakeholders Group

Intorduction on Managing Quality

Managing quality is the imperative task for the any organization because it is the basis to retain customers and address their need in an effectual manner. Present report is based on Hilton hotel that provides variety of quality of services to its customers. In this regard, emphasis has been laid on quality of services that are rendered to customers on the basis of their specification. Further, impact of poor services quality has been explained along with assessment of their needs. In addition to this, concept of continuous improvement in service delivery has been analyzed that facilitate to increase overall rate of return of firm and also create the goodwill of the same in the marketplace.

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TASK 1

Identifying different stakeholder group and the expectations of each groups for services delivery

There are different stakeholders engaged in with Hilton hotel who want to access the detail information of the firm. These are stated as follows-

Shareholders-These are important parties of any organization who invest money in the firm in order to expand business and increase their own rate of return. They are directly engaged with corporation and interested to access the detail information such as liquidity, dividend policy and future prospects of firm (Bascal, 2010).

Customers-These are the important party of organization who are indirectly connected. They want to access the information with regards to new product, service delivery as well as prices of the products. Owing to this, they expect that, Hilton hotel will provide services as per their specification that facilitate to increase their level of satisfaction. They also want to know regarding the special offer provided by the firm in order to access the food.

General public & Creditors--It consists of society or surroundings of Hilton hotel that expect employment and fulfillment as well social responsibilities (Bowen and Chen, 2001). Creditors provide finance to Hilton hotel and expect timely payment of the same along with interest. In this regards, they also access the financial statement of corporation.

Suppliers-Suppliers provide raw material to Hilton that facilitate to ensure continuous flow of production (Childerhouse and Towill, 2000). It facilitate to cater need of customers and make them able to deliver good quality of services to large number of buyers. Further, they expect time to time payment and also want to know regarding the payment policy of firm.

Government- Government want to access the information of taxation and fulfillment of regulatory framework by the Hilton Hotel. It provides evidence about the ethical conduct of business.

TASK 2

Assessing impact of poor service quality for the organization and stakeholders

The poor service quality has direct impact on the organization and stakeholders. It is because poor quality services, level of dissatisfaction increases among customers owing to that sales turnover decreases to a great extent. It create barriers in growth of success of firm. Further, impact of poor services quality has been described as follows-

Negative impact on brand image-The brand image plays vital role on which success of firm is based. But poor quality of services can ruin the brand image of firm and crease dissatisfaction among buyers that leads to hamper performance of firm for long run. With this, stakeholders cannot be able to achieve their targets as the work is not able to manage the performance (Cross, 2008).

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Low profitability-Poor service quality has direct impact on profitability of firm because reduction n number of customer leads to decreases overall profitability of firm. Owing to this, stakeholders also have to face huge loss because when firm does not perform well then it is not possible for stakeholders to increase their return.

High cost of production-Because of poor service quality, the cost of production keep on increasing along with decreasing profitability. It is because poor service quality tend to decrease the number of customers. In such situation, operation cost create barriers in meeting expectations of different stakeholders (Hsieh and Yuan, 2010).
Analyzing how the need of different stakeholders are met

The need of different stakeholders are met by active efforts of management of Hilton hotel. For example, shareholders are provided detail information on the basis of financial statement that facilitate to cater their need in an effectual manner. Similarly creditors and other investors are provided evidence for performance of company by the help of financial statement. It enables them to clarify overall scenario of Hilton hotel and then provide the finance accordingly. Further, financial statement depicts overall situation that proves to be effective for creditors and shareholders to take quick investment decision (Humphrey, 2010).

On the other hand, customers are provided with the different media such as TV, internet and other means of communication. It facilitate to meet their expectations and make the able to access the services that are being provided by Hilton hotel. On the contrary, shareholders are also provided information in the normal meeting with management that facilitate to take their views in the decision making process. In addition to this, management provide audit report to government that serve as the evidence for ethical conduct of business. It contribute towards increasing overall rate of return of firm in the marketplace (Leland and Bailey, 2011). Other than this, Hilton hotel offer employment opportunities in the society and take corrective measure to keep environment safe that aid to meet expectations of general public. Moreover, suppliers' needs are met by providing them information for liquidity, time of payment and future growth of firm. It facilitate to stay connected with them and create goodwill of firm in the marketplace.

TASK 3

Analyzing the concepts of quality and quality standards in relation to service delivery

Quality refers to the standard or degree of excellence that is transferred to customers. Quality is associated with services that assist management of Hilton hotel to address need of different customers and make them able to access good quality of services. It enables company to fulfill expectation of customers. Quality standards are the norms and benchmark that are set by the management. These are set in accordance with regulatory framework as well as customers specification so as to increasing number of buyers (Matzler and et.al., 1996). Further, quality focuses on image of the firm because with the help of good quality of services, management can be able to create distinctive image of firm in the marketplace. Hilton hotel provide training to workforce and provide them information for the quality standard that aid to make them able to follow the same so as to cater need of customers in an effectual manner. Furthermore, quality standards consists of processing of foods and checking the same against the specified criteria such as infection, hygienic factors etc. In addition to this, employees are also communicated to follow the rules and regulations while serving the food or delivering the services. It proves to be effective for creating brand image of the firm that aid to increase overall rate of return of corporation.

Evaluating the approaches to quality management in service delivery

There are several quality approaches such as Total quality management and ISO as well as other six sigma. Here, Total quality approach is adopted to create competitive edge of the firm and catering need of buyers in an effectual manner. With this, management ensure continuous improvement in service delivery, product and other factors which are associated with products and services (Snow and Yanovitch, 2009).

Further it is based on long term commitment thereby it becomes convenient for corporation to create brand image and increase attention of customers towards offering of firm. Further on the basis of total quality approach, employees are provided training for the code of conduct so they can be able to deliver good quality of services to large number of buyers. In addition to this, quality standard also provide certain number of defects that can be accepted but beyond that limit, management have to follow effective approach to reduce the defects. The other approach is ISO which is based on certain principle which determined quality of products and services in an effectual manner (Swan and et.al., 2002). ISO provides evidence that Hilton hotel provide good quality of services to large number of customers. It enables Hilton hotel to cater need of customers and create competitive edge of the firm in the marketplace. In addition to this, six sigma is the important measure by which quality of products and services are ensured in an effectual manner. As per the six sigma approach management can have 99.99% surety for quality of products products and services.

Monitoring of quality standards

The quality standard plays vital role for success and growth of the firm. The management of Hilton hotel adopts several practices for continuous improvement of quality standards. It consists of off the shelf systems, tailor made system as well as continuous review. Here, off the shelf system is the effective way to monitor the quality standard. Under this, employees are asked to give the feedback and take the necessary steps in the same direction. On the other hand, tailor made system prove to be effective wherein management adopt flexible plan. On the basis of tailor made system management assess the overall process on right time. In this, overall process are checked against the set procedure. It facilitate employees to deliver good quality of services to meet the expectations of buyers in an effectual manner. Furthermore, continuous review is the imperative system adopted by the the management thereby production process and services delivery is inspected in the light of quality standard (Wellington, 2010). It contribute towards creating competitive edge and delivering good quality of services to large number of buyers. In addition to this, continuous review enables workforce to give higher level of satisfaction among customers and make them able to achieve long as well as short term objectives of firm. On the contrary, tailor made system facilitate management of Hilton hotel to review the process of services delivery wherein immediate changes can be made. With this, customers needs are satisfied effectively and their attention towards work is increased to a great extent.

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TASK 4

Analyzing the concept of continuous improvement in service delivery

The continuous improvement refers to modifications in the current process of service delivery on time to time in order to meet the quality standard. With this, management can be able to cater need different types of buyers and create competitive edge of the firm in the marketplace. It is the ongoing process that take place at all level of management thereby company can be able to cater need of different types of buyers (Quality Assurance Approach, 2015). Continuous improvement take place in Hilton hotel in order to grab the opportunities which are available at the marketplace. It has direct association with long term planning along with systematic approach that facilitate to increase efficiency and effectiveness of Hilton hotel. Further, management target for zero defects at the time of service delivery so as to reduce the cost of production and increase the level of satisfaction among customers (Bascal, 2010).Further, continuous improvement includes several practices such as inspection, awarding and motivating employees. It is done because to increase the attention of customers towards the specific objectives that are set at the individual as well as organizational level. In addition to this, continuous improvement is based on four factors of corporation such as identify, plan, execution and review. It proves to be effective to implement the process at the workplace. Furthermore, it assist management of Hilton hotel to reduce the waste material and provide the infection free food to customers along with several types of other services on the basis of their specification.

TASK 5

Evaluating the need for continuous improvement in service delivery

The continuous improvement plays vital role to satisfy need of customers and achieve long as well as short term objectives of firm. It is fruitful for firm to deal with failure and meet the specific need of customers so as to achieve long as well as short term objectives of firm. On the other hand, customers' feedback also create need of change for continuous improvement. It facilitate employees to cater need of customers and create competitive edge of the firm in the marketplace (Seeking continuous improvement, 2015). Also, continuous improvement is required for catering need of different types of buyers and retaining them for longer span of time. Further, management of Hilton hotel ensure continuous improvement in order to increase productivity as well as profitability (Bowen and Chen, 2001). It assist organization to integrate all workforce together and put efforts in the direction of growth and success of the firm. In addition to this, customer attraction is also the key need of continuous improvement. With this, organization can be able to address issues of customers and create distinctive image of the firm in the marketplace.

Implementation of continuous improvement

The implementation of continuous improvement is the crucial task at Hilton hotel wherein management have to put efforts. With this, higher quality of services are provided to customers in accordance with quality standards. It has been ensured in the Hilton hotel by the help of several steps such as determining current performance, recognizing need of improvement and defining the improvement objectives (Childerhouse and Towill, 2000). With this, employees can focuses on their goal in order to provide services to customers on the basis of specifications. Further, test solutions are discovered for bringing improvement in the present work scenario (Continual improvement, 2015). It contribute towards producing the improvement plan and implement the same without any type of resistance at the workplace. With this, hotel can control the variations among actual and expected results. Accordingly new level of performance are set so as to fulfill expectations of customers (Cross, 2008). Similarly, management of Hilton hotel set new targets for workforce and communicate them for the same so they can be able to deliver good quality of services among large number of consumers. In addition to this, at the time to continuous change, management find that some employees resist the changes owing to this problem has been faced for the completing the task. However, employees are convinced regarding the need of change and also motivate workforce to implement the change int eh present work scenario.

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CONLCUSION

From the report, it can concluded that quality is the main aspect for the firm thereby overall services quality is improved to great extent. It facilitate management to increase number of buyers and retain them for longer span of time. It can also be said that continuous improvement is the imperative way to promote products and services of the ion the marketplace and deliver good quality of services to large number of buyers. In addition to this, quality standards are followed by the management so as to create competitive edge of the firm in the marketplace that aid to deliver good quality of services. Moreover, total quality management is the foremost approach to decrease the variation in the actual and expected results.

REFERENCES

  • Bascal, R., 2010. Perfect Phrases for Customer Service, Second Edition. 2nd ed. McGraw Hill Professional.
  • Bowen, T. J. and Chen, S., 2001. The relationship between customer loyalty and customer satisfaction. International Journal of Contemporary Hospitality Management.
  • Childerhouse, P. and Towill, D., 2000. Engineering supply chains to match customer requirements. Logistics Information Management.
  • Cross, A., 2008. The Managing Customer Service Pocketbook.Pocketbooks.
  • Hsieh, H. Y. and Yuan, T. S., 2010. Modeling service experience design processes with customer expectation management: A system dynamics perspective. Kybernetes.
  • Humphrey, D., 2010. 21st Century Business: Customer Service, Student Edition. 2nd. Cengage Learning.
  • Leland, K. and Bailey, K., 2011. Customer Service For Dummies. 3rd ed. John Wiley & Sons.
  • Matzler, K. and et.al., 1996. How to delight your customers. Journal of Product & Brand Management.
  • Snow, D. and Yanovitch, T., 2009. Unleashing Excellence: The Complete Guide to Ultimate Customer Service. 2nd ed. John Wiley & Sons.
  • Swan, E. J. and et.al., 2002. Customer involvement in the selection of service specifications. Journal of Services Marketing.
  • Wellington, P., 2010. Effective Customer Care. Kogan Page Publishers.
  • Continual improvement. 2015. [Online]. Available through:<http://www.thecqi.org/Knowledge-Hub/Resources/Factsheets/Continual-improvement/>. [Accessed on 16th May 2015].
  • Seeking continuous improvement. 2015. [Online]. Available through:<http://www.ombudsman.org.uk/improving-public-service/ombudsmansprinciples/principles-of-good-complaint-handling-full/9>.
 

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