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(2008, 3000 words)
The paper focuses on quality management in the middle market hotel sector discussing various approaches that can be used in pursuing quality management in hotels and identifying specific actions that a middle market hotel can employ in order to achieve improved operation performance and efficiency.
(2007, 2900 words)
The paper examines the use of the gap model for measuring service quality in hospitality industry. The importance of measuring various gaps and its implications for the overall performance of a service firm are discussed. References are made to relevant academic literature highlighting practical benefits which might be leveraged by hospitality firms and the challenges of using the gap model.
(2007, 2900 words)
The paper reviews academic literature on the service quality measurement analysing various models and techniques, i.e. 'gap analysis', factor analysis, regression, etc. The study is based on quantitative and qualitative data obtained from secondary sources using library and scholarly journals. The paper reveals that service quality and customer satisfaction as two distinct phenomena which may be related. Both are important as the world economy increasingly relies on service sector for its growth. Due to the inherent subjectivity of service quality perception more studies are encouraged as a direction for future research into this topic.
(2007, 2500 words)
The paper reports on the Raja Tandoori restaurant in London examining the quality of their service and the reasons why they are failing to meet the requirements of their customers. Theoretical approaches to the concept of quality are reviewed; their application in Raja Tandoori's practices are analysed.
(2006, 2800 words)
This paper provides insight about how Quality Management Techniques along with Capacity Management helps in improving the Process design of operations function in a Contact centre. The techniques like Quality Cycle, continuous improvement, PDCA cycle, Statistical Process Control (SPC) tools, and forecasting the Fluctuations in Capacity. Process Design analysis and Performance management with the help of tools like Bar charts and Pareto Charts and finally process redesign.
(2006, 2000 words)
The paper reports on the quality of service in Russell and Bromley Retirement Homes (RBRH) identifying the company's problems, reviewing theoretical approaches to quality, outlining quality assessment tools and improvement techniques, and offering recommendations on improving the quality of service in RBRH.
(2005, 3000 words)
The paper looks at the concepts of excellence, quality and organizational learning as the key requirements of modern businesses examining the phenomenon of management gurus and consultants and describing the ideas of Deming and Juran, Phil Crosby, Peter Senge, etc. Their influence on society and economy is discussed.
(2005, 3500 words)
The paper examines the quality of service in VUE Cinemas, London, reviewing literature on the theory of quality and discussing the role of appearance, reliability, durability, etc. Primary research is conducted using the techniques of observation and questionnaire. Conclusions are made about the standard of VUE CinemasÌ service operations.
(2006, 1000 words)
The paper examines the issues of quality management looking at purchasing roles used in a typical winery. Academic approaches to purchasing behaviour are reviewed including definitions of strategy formation, decision making, etc. The wineryÌs strategies in quality management are analysed.
(2006, 2100 words)
A corporate crisis is not just an explosion, fire or oil spill. If a companyÌs product threatens consumersÌ health and safety that too could have huge reputational repercussions if handled incorrectly. It needs swift action both operationally and in communication management. By virtue of my responsibilities, I take the Scorpion-hid-in-grapes-bags issue so serious. The latest embarrassing twist could stimulate extensive news media coverage. The resulting public scrutiny will affect the supermarketÌs brand image, consumersÌ confidence in our products and also could have a legal, financial and governmental impact on our business. While at this stage, the scale of the problem cannot be fully ascertained let alone how the known case of scorpion happened to route its way in our grapes, the Company would confront the issue. The latest embarrassment obliges the supermarket to manage the damage to its reputation as well as to use the occasion as an opportunity to publicize the supermarketÐto tell the public about the organization's values, mission, and operation. In fulfilling that goal, the current twist is managed in a two-phase process. Phase I details procedures to take in confronting the immediate crisis as a matter of urgency whereas Phase II details procedures to take in order to prevent or mitigate future product quality crises.
(2006, 1000 words)
The paper reports on the quality features of the Tandoori Restaurant discussing the methods of quality assessment, i.e. survey, Pareto analysis, Fishbone model, etc. The causes of the restaurant’s problems are identified.
(2005, 3500 words)
The paper examines the impacts of quality gurus on businesses reviewing the ideas of W. E. Deming on total quality and his 14 points as ‘the basis for transformation of American Industry’. Criticism of Deming’s philosophy is offered including Ch. Argyris’s ‘single and double loop’ learning model, etc.
(2006, 1500 words)
The paper begins with a brief overview of the evolution of the concept of quality before plunging into an analysis of the reasons behind the increased emphasis placed by organizations on the management of quality and different approaches towards it. This is followed by a review of the prevalent employee motivation theories and its relevance to a Managing Director of a supermarket chain in terms of policy changes to improve productivity of the employees. Finally, a general view of what is meant by ‘Organizational Culture’ is provided with general recommendations relevant to a company seeking to make a significant change to its organisational culture.
(2005, 5500 words)
The paper reports on the quality service practices in Hilton Hotels describing the company’s background, the ideology of equilibrium, the birth of the Hilton club “Esprit”, the principles of employee recognition, respect and reward, etc. A study of the initiatives for quality service encounters is conducted using primary research methods (interview and questionnaires) in a survey of the staff attitudes. The effectiveness of the Scorecard monitoring systems and the use of IT in Hilton hotels are described.
(2006, 1000 words)
The paper examines the concept of quality focusing on the challenges of quality management (QM). The factors behind a dramatic improvement in the quality of Japanese goods are outlined; the aspects of QM are discussed highlighting Japanese and American approaches. Recommendations are offered on creating global quality awareness.
(2006, 1500 words)
The paper addresses the problems of quality management arguing that the main blame for the Challenger and Columbia shuttle accidents lies on the groupthink conflict at the National Aeronautics and Space Administration (NASA). NASAs background is reviewed including political pressure on NASA management culture.
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