Investor in People

QUALITY MANAGEMENT REPORT

By E B

Table of contents

Executive summary

1 Introduction

1. Purpose
2. Methodology

1. Findings

1. Quality schemes
2. ISO 9002
3. The Investor In People
4. The Malcolm Baldridge Award
5. Hospitality Assured
6. EFQM
7. Six Sigma

1. Conclusions

1. Similarities and Differences

1. Recommendations

References

EXECUTIVE SUMMARY

In this essay Quality will be defined, the key features of quality scheme will be discussed, the similarities and differences of the scheme will also be discussed. In preparing this essay the following schemes will also be analysed and evaluated: ISO 9002, The Investor in People, The Malcolm Baldridge Award, Hospitality Assured, EFQM, And Six Sigma. And the scheme believed to be most appropriate for my hotel will be recommended.

1. Introduction

1.1 Purpose

The purpose of this report is to analyse and evaluate some schemes and recommend and justify the scheme believed to be the most appropriate for my hotel.

1.2 Methodology

The information used in this report was collected by reading books and getting information from the internet.

2. FINDINGS

2. 1Quality Schemes

Definition of Quality 

Different people interpret quality differently. Few can define quality in measurable terms that can be operationalised. When asked what differentiates their product or service, the banker will say ‘service’, a health care worker will say ‘quality health care’ a hotel restaurant employee will say ‘customer satisfaction’ and a manufacturer will say ‘quality product’. Quality can be said to be the uniformity or evenness to standards to produce and execute a product or service and it is achieved based on a set of planned standards and desired outcomes. Quality can also be said to be excellence, it is value and it is meeting or exceeding expectations. (Wood, R. Brotherton, B, 2008). Quality is affected by the concept of value.

2.2 ISO 9002: was formerly one of the ISO 9000 business standards and these standards were used to show achievement of certain quality standards in the British business but from a quality management point of view. But this standard was taken out in year 2000 and replaced by a new standard. It became ISO 900:2000 when it was combined with ISO 9001 and ISO 9003. It is one f the main business accreditations used in the UK. When ISO 9002 was brought together with 9001 and 9003 under the ISO 9000 there were a list of standards that were put together which are: Improving levels of consistency that can be traceable through a business’s processes, a systematic management approach, a focus on customers and leaders, the involvement of people in a business, supplier relationships built on a mutually beneficial model, and a fact based decision making processes. A lot of effort goes into qualifying for an ISO 9002 and it is not awarded lightly, and it can really mean something for a business to have an ISO 9002 behind it.