Quality

and
Management
Unit title: Business Organisation

Unit Code: QHO-303

Unit Leader: Khurram Riaz

Student: Marius Bursuc

I.D. no.: 10106586

Table of Contents:

1. Introduction

2. What is Quality

3. Quality Assurance vs. Quality Control

4. Quality in Organizations

5. Importance of Quality

6. Total Quality Management

6.1 Advantages of TQM

6.2. Disadvantages of TQM

7. Quality Management for Maykenbel Properties

8. Conclusion

9. References.
 1. Introduction

During the times, economist have developed many strategies for Quality Management
and Total Quality Management (TQM) texts, different approaches on achieving TQM in
Organisations, strategies who have on base Six Sigma or Lean assembling approaches.
(Oakland 2014).

In this report is going to be showed what is Quality in Organisations, the role of quality in
businesses. What is TQM and the key factors that help to achieve TQM in Organizations,
advantages of TQM. Need to specify from the start that TQM can and need to be learned,
Quality being a “sine qua non” characteristic of businesses nowadays (Oakland 2014).

As a case study of Quality Management, is going to be used Maykenbel Properties, a

private London company that is operating in tourism sector. The Company is offering
“luxury serviced apartments”, located in proximity of Hyde Park (Mayfair, Belgravia and
Kensington), with 15 buildings in its Portofolio (Maykenbel 2020). The Company is
offering more than 300 apartments and Penthouses.

2. What is Quality

“Quality” can be explain as a process that begin with taking in consideration the client’s
need and is finishing by satisfying those needs. In simple words, quality means to “meet
customer expectation”. (Oakland 2014).

There were many others ways used by some authors to define quality, like for example
Juran (“Fitness for purpose or use”), or Crosby, who define quality as “conformance to
requirements”. Quality must to be handled (Oakland 2014). In this process are involved
each employer, each action and each stage of business, and all should work in a proper
way together. (Oakland 2014).

According to Harvey (2010), the quality have distinctive understanding and knowing for
each individual, so in order to run a business the managers need to know more
definitions of quality. Depending of the type of business, there are some distinctive
aspects that need to be taken in consideration when comes to quality. For producers
offering goods they need to pay attention to consummation, reliability, durability, design
etc., while for businesses that are offering services, the attention should be focused on
the stakeholder’s point of view (Harvey 2010).

3. Quality Assurance vs. Quality Control

According to Oakland (2014), when the output of the business is complete, the control of
the quality can be done. Here should be specified that the operation of “inspection” does
not mean entire process of quality control, which is more complex.

Quality control is crucial for businesses and represent the processes and strategies
engaged in achieving and continue (keep) the quality of a good or service. Controlling
quality means not only to monitor the activity in the company, but also to eradicate the
issues that might appear in a way to meet the very changing expectations of the clients.
(Oakland 2014).

Quality assurance, in simple words, is about how to count the issues that are affecting the
quality using effective plans and methods. According to the same author, for this should
be in place a good management of the quality, a revision of all the stages of the activity.

For a better understanding of how Quality Control and Quality Assurance come together
in organisations, see Figure 1.4 (Managing Quality).

Source: Dale, Bamford and Wiele, 2016.

4. Quality in Organizations

To establish the Organization’s place in the market quality is the most important
competitive characteristic, according to Oakland (2014). But other authors argued that in
today’s economy the quality should not be considered anymore as a “competitive
weapon”. It is an absolute condition to get access into the markets (Dale, Bamford and
Wiele 2016). They argued that “quality is a way of doing business”, and a continuously
process.

Figure 2: Quality Improvement; Source: Dale, Bamford and Wiele (2016)

In the process of improving the quality, all the staff of the Organization must co-operate
at each level. Reputation for a bad quality is durable in time, and hard to erase it, that is
why the entrepreneurs should study and understand the “management of quality”. It is
affecting also the price that the consumers will pay, and the profitability will be lower
(Oakland 214).

5. Importance of Quality

The importance of quality has become a essential characteristic of

products/services offered by organizations, directly proportional with the
growth of competition. Other factors that made the quality mandatory are the
Regulatory factors (Dave 2016).

According to Dale, Bamford and Wiele (2016), the quality is equivalent with
the increase of organizations achievements. Of course , a better quality means a
better price, which is translate in higher profitability.

In a world where competition is increasing on such speed, the organisations

need to improve the quality of “design” and the quality of manufacturing
procedures. A bad design means issues with the output, which lead to the lost of
customers. No one want to use again a product poor service with weak quality
(Dave 2016). The defective devices cost a lot for businesses, the faulty
equipment need a big amount of resources and time. All this are leading to a bad
reputation of the brand, and as it was been showed before, a bad reputation is
durable.

These approaches to the quality helped at the development of different systems

for quality, such as ISO 9001, PQASSO or BSI kitemark (for UK).

6. Total Quality Management

Total Quality Management is a “philosophy” that need to be implemented by

businesses to achieve their objectives, making profits. It need to be
implemented at any level of organization, and can be learned. It means
continuity in customers satisfaction, improvement of productivity, cost of
production, motivation for employees Oakland (2014). The same author argued
that Total Quality it remain the most important aspect of businesses
achievements and in the 21st century is more than ever needed because of huge
competition. The TQM model was strongly advertise in UK, have at base the
“four Ps” (see figure 4).Also, the managers need to take in consideration the
“three Cs” as well.

Figure 4: The framework for TQM; Source: Oakland 2014

6.1 Advantages of TQM

 Attention is concentrated on consumer’s requirements and on the rapports between

vendors and clients and it is helping establish “Quality chains” (see figure 5)
(Oakland 2014).
 Figure 5: Quality chains; Source: Oakland 2014
 It is an assurance for quality in all aspects of enterprise (Dave 2016).
 Enable a strict evaluation of activity to diminish the errors (Dave 2016).
 Help improving the productivity (Dave 2016)
 Provide upgrades and help to increase the performance (Dave 2016).
 Creating groups that identify the issues in the activity, and help to eliminate/solve
them. These groups are usually formed by 5 to 10 people (Dale, Bamford and
Wiele 2016).
 It is continuously supervise the steps of production/service. Kaizen is a Japanese
notion that means continuous improvement (Dave 2016).
 Offer the opportunity to work after a benchmark (Dale, Bamford and Wiele 2016).

6.2. Disadvantages of TQM

 Can be costly for Organization, leading to a reduction of profits (Dale, Bamford

and Wiele, 2016).
 Increase of Bureaucracy (Oakland 2016).

7. Quality Management for Maykenbel Properties

As a case study of Quality Management, is going to be used Maykenbel Properties, a

private London company that is operating in tourism sector. The Company is offering
“luxury serviced apartments”, located in proximity of Hyde Park (Mayfair, Belgravia and
Kensington), with 15 buildings in its Portofolio (Maykenbel 2020).

Quality in the tourism sector, in which is operating Maykenbel Properties, means

improvement of the services offered to the clients.

American Marketing Association describe “services” as any action or assistance provided

for sale, or in relation with the sale of a good (Chibili 2019).
To assure the quality of the services offered to its customers, the Company need to make
improvements in all compartments. The typical structure of Maykenbel Properties is a
general one of a limited hotel type, as it can be seen in figure 6.

Figure 6: Organization; Source: Chibili, 2019

Below are three of the most usual “quality standards” and logos for Hospitality sector:

 tripadvisor.com
 booking.com
 International Standard Organisation (ISO).
 Leading Hotels of the World (LHW).

In table 1 are showed the Quality components of Hospitality Industry (Hayes, Ninemeier
and Miller 2011).

Table 1:

Promptly answer to client’s needs

Finding out what are the customer expectations
Finding methods to give the guests what they want
Coaching and legitimizing the staff
Applying improved strategies
Calculate and adjust the ways to deliver the services

Maykenbel Properties is constantly improving the services offered, by adopting TQM

approach and focusing their attention to the customer’s needs.

 Reservation.

The Reservation Department for Maykenbel Properties was organized in a centralized

manner for all properties. This has made the Department more efficient. To assure a good
communication with customers and for a better understanding of guests expectations,
culture and religious practices, the Reservation Team at Maykenbel is completed with
people of different nationalities, able to speak fluently in at least two languages. Besides
English, the languages speak by the Reservation Department are Portuguese, Spanish,
Urdu, Shona, Arabic, Romanian and Italian (Maykenbel, 2020). The employees of this
department are well trained and updated, being able to give best advices to the guests and
to answer the needs that they might have (Maykenbel, 2020).

 Front-Desk Office.

The employees of this Department of the Company are well trained and full of courtesy.
To provide quality to the customers, the time for check-in and check-out has been
reduced. By adopting TQM, continuous improvements and learning, the check-ins and
check-outs processes are going quick and smoothly. This Department offer assistance and
Concierge Service 24/7, keeping the guests updated with all the important news and
events that are taking place in London and surroundings (Maykenbel, 2020).

 Cleaning.

The employees from this Department are well trained and good organized in order to
respond to different demands of the guests regarding the cleaning of rooms. House-
keeping services are offered 7 days a week (Maykenbel, 2020).

 Other Services.

For the benefit of the guests and to make their stay more comfortable, the Company is
offering on demand luxury cars for guests (Maykenbel, 2020).

On demand, as well, it is offering in apartments the services of 5* Chef, for private and
personal use (Maykenbel, 2020).

By adopting TQM philosophy and offering quality services, Maykenbel Properties

managed to retain the customers, who are very pleased to come back. The Company
managed to attract and retain as clients mostly people from Middle East, members of
Royals families (e.g.: Saudi Arabia, Qatar), politicians (e.g.: India, Pakistan) and many
others nationalities.

Recommendations:

 Creating an own transport department, that can transport the guests to Bicester
Village and Lego-land, the main places where customers from Middle East are
visiting.
 Improve the Quality/Price fraction.
  Consolidate the relations with different Embassies who accommodate their citizens
at Maykenbel Properties.

8. Conclusion

In this competitive markets quality is playing a vital role for businesses activities, and
TQM should be implemented at all levels. As we seen in this paper work, Total Quality
Management means continuous improvement, researching and developing of new
strategies to satisfy the consumer’s needs. Especially now, in this new reality after the
Covid-19 Pandemic, for tourism sector it is vital for managers to come with new ideas
and strategies to satisfy and give confidence to the guests for travelling abroad.

9. References:

CHIBILI, M., 2019. Modern Hotel Operations Management. Routledge

DALE, B.G., BAMFORD, D. and VAN DER WIELE, T. , 2016. Managing quality: An

essential guide and resource gateway. John Wiley & Sons.

DAVE, H., 2016. Edexcel AS/A level Business Student Book, Pearson.

HARVEY, M., 2010. Project Management, 4th ed., Pearson Prentice Hall.

HAYES, D., NINEMEIER, K. and MILLER, A., 2011. Foundations of Lodging

Management, 2nd ed., Pearson Education.

OAKLAND, S. J., 2014. Total Quality Management and Operational Excellence: Text
with Cases, 4th ed., Routledge.

MAYKENBEL PROPERTIES, 2020. About Us [viewed 06.06.2020]. Available from:

https://www.maykenbel.com/ .