Corporate Social Responsibility

Total Quality Management

REPORT

ON

PROMOTING QUALITY MANAGEMENT SYSTEM

FOR

WATERLANDER HOTEL

PREPARED BY:

DUE DATE: 5/12/05

WORD COUNT: 1513

EXECUTIVE SUMMARY

Global Marketing, Plastix International Plc hired Waterlander Hotel to host their annual banqueting. Global Marketing gave clear and specific details of their requirements to the hotel. However, WaterlanderЎ¦s failure to effectively plan and co-ordinate the activities resulted in the banqueting event been a total disaster and a embarrassment to the client.

Waterlander Hotel failed to deliver to the customer expectation. They needed to better planning and co-ordination skills that would have allowed input to the processes and to have a better return on output. A research should have conducted to the involvement all its stakeholders; this would have help to ensure that everything from site arrangement, food, decoration, entertainment, coordination of activities; and supervisions of event; as well as the evaluation process get dealt with and in a systematic way.

Total Quality Management (TQM) is a management approach which could have assisted in the better planning of all the resources and the supporting infrastructures that should have been in place; implementing and delivering a project must involve entire team working, workers empowerment and creative problem solving to accomplish goals.

Six Sigma has been one of the tools of Total Quality Management and is widely used in manufacturing and services industries across the world. Its standards have been promoted and attained through five key stages known as define, measure, analyse, improve, and control and each of which must be completed in chronological order.

CONTENT

1. EXECUTIVE SUMMARY ЎKЎKЎKЎKЎKЎKЎKЎKЎKЎKЎKЎKЎKЎKЎK..ЎKЎK.. 2

2. INTRODUCTION ЎKЎKЎKЎKЎKЎKЎKЎKЎKЎKЎKЎKЎKЎKЎKЎKЎKЎKЎKЎKЎK.ЎK. 4

3. TOTAL QUALITY MANAGEMENT ЎKЎKЎKЎKЎKЎKЎKЎKЎKЎKЎKЎKЎKЎK.. 5

4. INDENTIFYING WHAT WENT WRONG AT WATERLANDER

HOTEL IN THE FAILURE TO MEET THE NEED OF GLOBAL

MARKETING, PLASTIX INTERNATIONAL PLC? ЎKЎKЎKЎKЎKЎKЎKЎK. 5

a. BAD MANAGEMENT ЎKЎKЎKЎKЎKЎKЎKЎKЎKЎKЎKЎKЎKЎKЎKЎKЎK. 6

b. LACK OF GOOD COMMUNICATION ЎKЎKЎKЎKЎKЎKЎKЎKЎK 7

c. LACK OF CULTURAL DIVERSITYЎKЎK.. ЎKЎK.. ЎKЎK.. ЎKЎKЎK 8

d. CORDINATION AND CONSIDERATION LOGISTICS ЎKЎKЎK. 8

5. HOW ISO 9000 COULD HELP THE HOTEL ЎKЎKЎKЎKЎKЎKЎKЎKЎK 9

6. SIX SIGMA APPROACH IN THE SERVICES INDUSTRYЎKЎKЎKЎKЎK 9

7. RECOMMENDATION ЎKЎKЎKЎKЎKЎKЎKЎKЎKЎKЎKЎKЎKЎKЎKЎKЎKЎKЎKЎK 10

8. REFERENCES ЎKЎKЎKЎKЎKЎKЎKЎKЎKЎKЎKЎKЎKЎKЎKЎKЎKЎKЎKЎKЎK 11

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INTRODUCTION

As part of a Quality Improvement initiative at Waterlander Hotel, I have been asked to carry out a suitable investigation and analysis of why did things went wrong at the banqueting event for Global Marketing, Plastix International Plc.

I have also be asked to identify how Total Quality Management could help the hotel to prevent such disasters occurring in the future; as well as how the techniques and implementation of ISO 9000 and/or Six-Sigma could help and be beneficially to the hotel.

I will be analysing the problems associated with the disastrous event and how to prevent such a happening in the future by recommending Total quality Management approach through various tools and techniques to improve effectiveness and efficiency.