Quality Management - Case Study
Quality Management
Recommendation ISO 9001:2008 Customized Balanced Score Card Proposal
DATE | 19/10/2012 PLACE | THE HAGUE
Preface
In the Academic Year 2012/2013 our team of four students was assigned to audit a case hotel as part of the Quality Management module. The course consists of different stages: in the Analysis Phase the main task is to get relevant information through lectures (theoretical background, practical interview skills) and interviews with the representative Management of the case hotel (GM, two DM´s). The task in the Synthesis Phase is to compile and systemize the information in order to come to a conclusion about what actions need to be taken to get ISO 9001:2008 certified within one year. A customized Balance Scorecard Proposal and two cost estimates are designed in this phase as well.
Executive Summary
„Quality is conformance to requirements‟, Philip Crosby. We were appointed by the „Red Carpet Hotel‟ to ensure, that they will fulfil the quality requirements in order to get the certificate, settled by the International Organization for Standardization. During the auditing process, in which we analyzed the hotel based on the information they gave us and interviews we had with the General Manager, the Head Chef and the Finance Manager, we found out that changes have to be made to reach them. The first step of the „Red Carpet Hotel‟ shall be the recruitment of a Quality Manager and a Sales & Marketing Manager. A new quality policy, developed by the Quality Manager in cooperation with the General Manager, has to be implemented as well. To ensure good skills and knowledge of employees, also about the new quality policy, regular staff trainings have to be adopted. The Sales & Marketing Manager will continuously do a market scan to attract the right target group at the right time to fulfil the customers‟ requirements in a more efficient and effective way. All the processes going on in the hotel have to be documented, maintained and
Recommendation ISO 9001:2008 Customized Balanced Score Card Proposal
DATE | 19/10/2012 PLACE | THE HAGUE
Preface
In the Academic Year 2012/2013 our team of four students was assigned to audit a case hotel as part of the Quality Management module. The course consists of different stages: in the Analysis Phase the main task is to get relevant information through lectures (theoretical background, practical interview skills) and interviews with the representative Management of the case hotel (GM, two DM´s). The task in the Synthesis Phase is to compile and systemize the information in order to come to a conclusion about what actions need to be taken to get ISO 9001:2008 certified within one year. A customized Balance Scorecard Proposal and two cost estimates are designed in this phase as well.
Executive Summary
„Quality is conformance to requirements‟, Philip Crosby. We were appointed by the „Red Carpet Hotel‟ to ensure, that they will fulfil the quality requirements in order to get the certificate, settled by the International Organization for Standardization. During the auditing process, in which we analyzed the hotel based on the information they gave us and interviews we had with the General Manager, the Head Chef and the Finance Manager, we found out that changes have to be made to reach them. The first step of the „Red Carpet Hotel‟ shall be the recruitment of a Quality Manager and a Sales & Marketing Manager. A new quality policy, developed by the Quality Manager in cooperation with the General Manager, has to be implemented as well. To ensure good skills and knowledge of employees, also about the new quality policy, regular staff trainings have to be adopted. The Sales & Marketing Manager will continuously do a market scan to attract the right target group at the right time to fulfil the customers‟ requirements in a more efficient and effective way. All the processes going on in the hotel have to be documented, maintained and