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Type: Business Downloads:118 Pages: 2 Words: 3000


Service operation management is considered as critical process which allow businesses to have effective management of work activities so that better services can be offered to customers. It has been noticed that success of every operational activity is greatly linked with the quality management. By having a continuous improvement in the quality standards the services can be promoted effectively among customers (Burke, 2013). In order to have better understanding about the IHG Hotel is being considered as an organization. In this report the information about different quality theories and models is being considered as critical aspect. Along with this, it will also focus on ways that can facilitate the IHG in improving the quality processes so that issues can be overcome in desired manner.

InterContinental Hotel Group PLC is considered as British multinational hotel chain which operates its business from Denham, UK. It has been noticed that company was founded in year 2003. IHG has over 742,000 rooms and 5,028 hotels across nearly 100 countries. Company is holding high brand image in the market which attract more and more customers. Along with this, company is also enhancing its business opportunities under the trade name like Holiday Inn, Hotel Indigo, Crowne Plaza, etc. Business firm is also well focused towards improvement in quality standards so that services provided under its sub brands can be advanced in order to meet customer needs.

1. Terminology and Concept of Quality Processes in Context to Sector

In addition to this, it can be said that there are number of concept and terminology which need to be referred effectively in order to maintain the quality standards. Quality assurance is one of most critical aspect which need to be referred effectively so that goals and objectives can be accomplished in desired manner (Leach, 2014). It is significant for IHG Hotel to make sure that accommodation and other services are being provided to customers in order to meet the objectives. It is necessary to focus on the quality control, improvement, service audit and development because it assists in ensure that sustainable opportunities can be accomplished.

EFQM model: It has been noticed that hospitality sector firms are more focused towards non-prescriptive business excellence framework so that overall work conditions can be advanced effectively. Along with this, organisational management system can be promoted effectively with an assistance of EFQM (Loehlin, 2004). In this, standards set out by the European Foundation For Quality Management need to be evaluated effectively from the IHG Hotel so that goals and objectives can be accomplished. It indicates that people, strategy and resources plays a critical role in quality management. If such aspects are properly maintained then issues can be discussed effectively in order to improve the results and lead business to better opportunities (Luenberger, 2013).

Balance Score Card: It is a strategic planning and management system which also assist businesses to measure the quality aspects so that goals and objectives can be accomplished in desired manner. Along with this, the issues can easily be identified by the management because it helps in analysing the performance and quality standards on the basis of specific scorecard (Mahadevan, 2010). In this, IHG Hotel need to measure the quality of services on the basis of four key categories such as finance, customer, internal process and capacity. Once the current state is being measured then new standards need to be set out by the management so that performance and quality can be advanced in critical manner.

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