Lmba5130 Brief History Company'S Quality Assessment Answers

The Windsor hotel service blueprint Line of visibility The line of internal interaction

The Windsor hotel service blueprint begins with the customer’s call to book a reservation. The customer then arrives at the hotel on the day of the appointment. The hotel employees perform various activities such as confirming and registering the customer in the system. The customer heads to the allocated room where the room services deliver meals and drinks. The customer spends time at the hotel and checks out on the final day. The hotel employees deregister the customer from the system during check out.

The procedures that prevent mistakes at Windsor hotel

Windsor hotel uses the poka-yoke system to eliminate errors in the delivery of customer services (Juneja, 2018). The poka-yoke systems have enabled the hotel to offer high-quality services to the customers. The error prevention mechanisms assist the hotel to perform all the necessary actions required when delivering the services. The poka-yoke tools alert the employees when a stage does not go as planned and offer corrective actions to solve the problems.

One of the poka-yoke tools employed at the hotel includes the use of a bell signal to alert the arrival of customers. The bell rings at the reception once the customer enters the gate. The receptionists positioned at the entrance receives the guest with a bouquet of flowers and gives the direction of the registration activities. The bell rings automatically and informs the employees when the guest arrives. Therefore, the bank does not suffer problems of failure to attend to customers who arrive unnoticed. The bell also helps to ensure that the guest gets quick attention even when the employees perform other activities that could cause less attention to the customers (Suzanne de Treville, 2018).

Moreover, the hotel has put a system of labelling customer luggage according to the hotel numbers. The system prevents the loss of customer goods due to confusion and mixing up with other goods (Boag, 2018). The mix up results in customers losing or mistaking luggage when leaving the hotel. Therefore, Windsor hotel has implemented the labelling system to ensure that the customers crosscheck products with the room numbers to identify correct luggage.

Conclusion

Windsor hotel has maintained high-quality services over the years due to adherence to the service blueprint. The service blueprint enables the customers to participate in the activities to ensure success. On the other hand, the employees understand the actions to take when satisfying customer needs. The Windsor hotel has also installed poka-yoke tools to improve customer services by reducing errors. Therefore, the Windsor hotel service system results in the total satisfaction of the customers.

Answer:

´The team that I have selected for this assignment is the manufacturing.The manufacturing team monitors quality processes in the firm.The instructional designers in their part will play a role in training the staff.The TQM concepts form the basis for quality standards in the firm.

Brief history of my company's quality

´The company sets the product quality standards.These standards are adhered to by all employees in the organization.´The poka-yoke approach is used to identify any possible error during production.This technique will lead to better results in terms of product quality standards.he anticipated quality costs on future improvements on quality The employee training costs on quality standards.

´These costs cover the change in the customer demands The other costs are the design and acquisition costs The future product designs would change as the customer needs changes The complexity of the future product quality demands investment in the prevailing technology.

The targeted audience 

The customers are the targeted audience The customers set the quality demands from the organization The employees and designers are also part of the targeted audience The management is another targeted audience as they drive the quality concepts in the organization The employees and designers play an important role in the management an design of the products The management are responsible for establishing the quality culture in the organization.When the employees are motivated by the management, they will perform better and embrace quality culture in the firm.

The Definition of six Quality Management terms (TQM)

´Customer focus: Which is the leading element of TQM as the client is the main focus of the company.

´Employee engagement and training: This is a process where the employees must have a say in the implementation of the TQM.

´The employees will have a huge role in managing the quality service delivery on daily basis. 

´The process is driven: Total quality management is driven by process thinking or process approach.

´Integrated system/teamwork: The organization may have different departments undertaking different functions.

However, these departments must work as a system unified by aspects of quality. 

´Continuous improvement: The TQM demand effective improvements in the areas where there are some levels of weaknesses (Lam, O'Donnell, & Robertson, 2015).

´Communications: The process of implementing TQM in the organization demand effective communication.The customer focus will be used to provide quality services to clients.Employee engagement is used to bring employees to understand quality standards and demand in the firm.Process driven means that each of process must meet the threshold of quality.

How TQM elements might be used to improve corporate quality outcomes The teamwork or integrated systems will ensure that the entire organization operates from a single vision.The continuous process on its part provides a better approach towards developing a well managed quality products in the firm.Communication on its part plays a vital role in the management of information flow within the company.

The Summary of key points touted by Deming, Juran, and Crosby Managers can reduce costs and improve quality of the product Plan, Do, Check and Act is an aspect of making continuous process Managers need to focus on quality plan, control and improvements Eliminate the production defects in the company

References

Cox, M., & Sandberg, K. (2018). Modeling Causal Relationships in Quality Improvement. Current problems in pediatric and adolescent health care, 48(7), 182-185.

´Goetsch, D. L., & Davis, S. B. (2014). Quality management for organizational excellence. Upper Saddle River, NJ: pearson.

´Lam, M., O'Donnell, M., & Robertson, D. (2015). Achieving employee commitment for continuous improvement initiatives. International Journal of Operations & Production Management, 35(2), 201-215.

´Vinod, M., Devadasan, S. R., Sunil, D. T., & Thilak, V. M. M. (2015). Six Sigma through Poka-Yoke: a navigation through literature arena. The International Journal of Advanced Manufacturing Technology, 81(1-4), 315-327