Total Quality Management

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 TABLE OF CONTENTS

INTRODUCTION ...............................................................................................................................3
ASSIGNMENT TASK.........................................................................................................................3
2.0 Outline the TQM System used by Hilton .................................................................................3
3.0 Critique the implementation and development of the use of the system ..................................4
4.0 Discuss how successful has the implementation and development been..................................6
5.0 Evaluating the impact on the organization looking at...............................................................7
6.0 Recommendations......................................................................................................................8
CONCLUSION ..................................................................................................................................8
REFERENCES.....................................................................................................................................9

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INTRODUCTION
Quality management is a comprehensive approach used by management of an enterprise to
improve the quality of its offerings through continuous improvement. With the help of total quality
management technique, company ensure constant refinement in its ability to deliver supreme quality
products and services to consumers. Therefore, organization can maintain the desired level of
excellence and meet the set benchmarks in terms of quality and consistency. The quality management
is focused on four key variables; quality planning, assurance, control and modifications (Sallis, 2014).
In this report, different aspects of total quality management will be studied in the context of Hilton
hotel. It is a luxury chain of hotel of UK which is known for providing high end services to its
customers. Hilton is offering its services in more than 4610 locations with around 758,502
accommodations. It is leading hotel in the globe in terms of room availability and worldwide presence.

ASSIGNMENT TASK
2.0 Outline the TQM System used by Hilton
Total quality management refers to set of tools and methods used by the management of Hilton
to improve the quality and productivity of business. It further involve business approach to make
abiding environment in which a company constantly amend its ability to offer supreme quality goods
and services to consumers (Oakland, 2014). It further involve use of various tools and techniques of
quality control, bench marking, six sigma, lean manufacturing etc. The key objective of TQM process
within Hilton hotel is to ensure that it perform right functions and the first time and every time.
Therefore, with the aid of total quality management, organization ensure it endeavour its best attempts
to make continuous improvement in its processes by integrating the experience, skills and knowledge
of its human resources (Ellis, 2014). TQM process assist Hilton in maintaining its global brand image
by assuring the quality of its products ans services.
The advantages and disadvantages of TQM
The main consideration of total quality management of Hilton is to amend the consumer
service and eliminate the waste in the business. There are ample number of benefits as well as
disadvantages of applying TQM techniques within Hilton hotel (Madu, 2012). Therefore, it is
significant for manager of company to consider them while operating.
Advantages:
 Focusing on the needs of the market: TQM assist in focusing the requirements and demands
of the market. It have universal applicability and assist the entity to ascertain and fulfill the
emerging requirements of the market in a effective and efficient way.
 Reduced production cost: The total quality management process of Hilton help management

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 on focusing on the production system. This further leads to elimination of waste which further
help in lowering the production cost of business. It also help company in improving its
profitability (Wang, Chen and Chen, 2012). By focusing on TQM approach, Hilton can identify
the non productive activities within business and take measures to eliminate them.
 Innovation: With the help of total quality management, company will find new ways that help
in enhancing the quality of services and products. This further leads to new innovations that
determine future success of business (Madu, 2012). Therefore, TQM help Hilton in
outperforming than its rivals as its offer unique products, finer quality etc.
 Constant review of progress: The TQM approach help company in conducting critical review
of procedures required for designing the strategy of continual improvement in business (Talib,
Rahman and Qureshi, 2013). Therefore, company can identify various loopholes that affect its
performance and competencies that assist in performing as per the set benchmarks. Hence,
company can ensure and review its progress in long run.
Disadvantages:
 Employee resistance: To ensure success of total quality management program, it is important
for company to make viable changes in its production and processes considering the dynamic
environment etc (Abdallah, 2013). Further, it involve change in thinking, attitude and mode of
executing operations for performing various jobs. This further results into resistance among
employees which also reduce their efficiency, productivity and morale (Bon and Mustafa,
2013).
 Disruption in production: To employ the total quality system, organization is required to
conduct intensive training and development program for its employees (Talib, 2013). This
further involve training regarding, problem resolving techniques, critical thinking, use of six
sigma, statistical process control, brain storming methods etc. However, due to this employee is
unable to concentrate on work properly which further disrupt the production system.
 Time consuming approach: The implementation of TQM program within Hilton re quires high
investment of time and efforts by management. However, the results and benefits are availed
very late or it may be less than cost incurred. Therefore, it is the major drawback of TQM
process (Asif and et.al., 2013).
3.0 Critique the implementation and development of the use of the system
There are various TQM strategies which are used to improve business management systems. So
considering this, Hilton hotel identified the most of the common practices such as cross-functional
product design, employee development, supplier quality management, customer involvement,

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information and feedback, strategic planning, cross functional training etc. There are various
techniques which can help in the TQM of Hilton hotel i.e. ”Hilton Quality system” in which it focuses
on quality and control and they are as follows:
 Six Sigma: It is developed from the Quality improvement methodologies of proceeding
decades in which it include quality control, TQM and Zero Defects. Hilton hotel is focussing on
the improvements of the products and services which they are offering. By six sigma, hotel is
identifying the defects and removing the causes behind it (Hilton, 2015). For example, hotel is
providing the foods with the less calorie to the diet conscious people so that they can attract
large number of customers. Hilton hotel is using this techniques so that they can improve the
quality of the products and services.
 Quality control: Quality control is a separate component of the total quality management
implementation in the Hilton hotel. First, management of the hotel needs to identify subjects of
quality control, i.e. features of the services Hilton hotel offers to its customers. Then, in order to
be objective with respect to the quality control, units of measurement of the services’ quality
need to be developed. Units of measurement can take different form, for example, customer’s
reviews of their satisfaction with hotel services (Rouse, 2016). Next, actual performance of the
hotel is measured using developed measurement units. This stage of the quality control is
followed by understanding and interpretation of the difference between actual performance of
the Hilton hotel and desirable goals that have been set priory for the services’ quality. Finally, a
set of actions for elimination of the observed difference should be developed.
 Lean Manufacturing: it is defined as the systematic method which eliminates the waste
products. Lean manufacturing is used in the organization to add value to the work processes
which identify wasteful practises, reduces costs and increase the quality of the products and
services. For instance, Hilton hotel is avoiding the waste of the food products by using lean
manufacturing because it will reduces its manufacturing costs of their meals and helps in
increasing their quality of the products (Lean manufacturing, 2016).
 Benchmarking: It is defined as a point of reference for measurement. In other words, it is
simply making comparisons with other organizations and know with the comparison which is
higher and which is low and taking their good practices from that organizations and
implementing in their company for improving their performances (Benchmarking, 2016). For
example, Hilton hotel can measure their products and services practices against their toughest
competitors in the the hospitality industry and the various better practices can apply in their
hotel. Likewise, if some hotel is providing health conscious food then Hilton hotel will also
implement this method in its organization and try to attract more customers and build the higher

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 position in the market.
 A customer focused culture: Hilton hotel is mostly dependent on the quality of service and its
main motive is providing excellent services to their guests. Hotel can increased their
profitability when only, if they offer good quality of foods and services to their customers. Due
to this, the hotel has to concentrates on the customer culture to increase their consumers base as
well as market share (Reinhart, C., 2016). Customer service will be considered of good quality
only when you get a positive reply from the customer’s end and when you are able to attract the
customers again and again. Customer service policies are drafted so as to communicate
customers that what they can expect in terms of services from the business. For instance, Hilton
customer service policies include information related to: intent, service their customers'
animals, assertive devices, temporary disruption of services, support persons, training etc. If a
hotel is able to provide superior service quality as compare to its competitors, customers will
prefer to go to that hotel.
4.0 Discuss how successful has the implementation and development been
In total quality management system, there are some tools and techniques which are useful to the
Hilton hotel and they are as executed. Implementation of the quality improvement within the
framework of the total quality management approach is carried out, based on the following criteria.amn
First, the need for quality improvement has to be proved. After that, specific services of the hotel or
operations need to be identified. Hotel management then organizes teams that would work on the
diagnosis of the low quality causes and development of remedies for existent inefficiencies (Oakland,
2014). If remedies turn out to be inefficient which is the negative impact, then the team works on the
resistance to change, develops new approaches until the quality is improved and maintained at theamn
constant level. Lean manufacturing is also helpful in total quality management of the Hilton hotel. The
process of cleaning a hotel room is an ideal candidate for Lean – one that could easily facilitate the
flow from guest 1 checking out to guest 2 checking in. A reduction in this time could lead to reduced
costs, increased quality, and improved customer satisfaction and this lead to the positive impact. Six
sigma philosophy stated that accomplished the sustained quality improvement requires commitment
from the top management of the organization.
Another example can be beverage and food costs in which hotel has creatively trim costly items
from the menu by buying more seasonal produce and be more creative in menu development with an
eye towards savings. The other technique which is important is customer culture focussed culture
which is useful to the Hilton hotel (Hilton. 2015). The evaluation of customer service policies helps in
providing quality service to the customers consistently. If the customer service quality of hotel is able
to stand on all the parameters, it will be able to make customers perception positive towards it. On the

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other hand, if hotel is not able to deliver quality service, it will be difficult for it to stand on all the
parameters and thus customer’s perception towards it will become negative. The organization should
meet the needs, requirements and expectations of the customers base so that they can good quality of
foods and services as well as increased their customer base. The management should use social media
to connect with the customers to promotes it culture and services. For instance, Hilton hotel has
developed its websites to connect with the customers. Hilton hotel has adopt the lean thinking
principles which has create the remarkable turnarounds. Lean thinking helpful principles includes
customers needs and requirements, their demands etc. which should gets fulfilled and terminates as
much as waste.
5.0 Evaluating the impact on the organization looking at
Before the system was introduced:
Prior to the introduction of total quality management within Hilton hotel, the business was
facing large number of issues. The major issue was in terms of high amount of operational cost due to
large number of wastage and mistakes on the parts of employees. Thereafter, the productivity of
members was also low which impacted the overall business of entity (Reinhart, 2016). Further,
organization was also facing issues in terms of quality of services and increased complaints of
customers.
During the implementation
As per the structured study of the process, it is significant for business organization to ensure
that the all members have effective information regarding quality system. Information about standards
of Six Sigma must be rendered to all employees. In addition to this, management also needs to focus on
effective monitoring system so that the loop holes in the process can be identified and better ways can
be designed according standards of Six Sigma. It is critical to identify that consult person for in-charge
of the Six Sigma implementation. Priority list must be designed in appropriate manner so that objective
of quality management implementation goal can be accomplished in desired way.
During development and potential future
It can be stated that various tools and techniques of total quality management will provide the
company with better opportunities related to growth and development. Along with this, in future it will
support the brand in improving the overall quality of all its products and services. The brand s facijg
high degree of competition from other market players such as Marriott. Therefore, by improving
quality of services, it will be able to gain competitive advantage and enhance the rate of customer
satisfaction. In addition to this, it will also increase the sales and profitability of the businesss in future.
6.0 Recommendations
Summing up the entire report it can be recommended that, Hilton is required to make viable

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changes in its Total quality management process and tools used by it. By implementing these
modifications company can enhance its brand image and ensure finer quality in a better manner. They
recommendations are as follows:
 The quality management program should proceed with hiring new employees who are best fit
in Hilton as per the industry benchmarks. Therefore, Hilton should get reference check of its
new employees and put them on trial period for sometime and sustain them, only if they are
competent to meet the quality norms of Hilton (Ellis, 2014).
 By ensuring the commitment by top executives and employees quality should be improved.
 Hilton can use statistical process control chart for improving the quality of fact based decision
making.
 To ensure the quality of food served within hotel, company can focus on the ingredients
provided by various suppliers (Abdallah, 2013).
 To assure continuous modifications in quality, suggestion from employees should be taken.
 Hilton should follow ISO 9000 standard to enhancing the quality of its products and services. It
will also help in improving the quality, reducing waste and unimportant cost etc.
 To avoid resistance from employees, Hilton should use proper training and development
session, motivation, leadership etc.

CONCLUSION
From the aforementioned report, it can be stated that quality management program is important
approach that can be used by business enterprise to enhance the quality of its services and maintain the
brand image in the market. It has been recommended that company should use statistical process
control chart in future. In addition to this, ISO 9000 should be followed by Hilton. It can also be
concluded that quality control, lean manufacturing, bench marking, six sigma etc are some important
tools used by company for meeting the quality benchmarks and enhance the reputation of company in
market.

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REFERENCES
Books and Journal
Abdallah, A. B., 2013. The Influence of" Soft" and" Hard" Total Quality Management (TQM) Practices
on Total Productive Maintenance (TPM) in Jordanian Manufacturing Companies. International
Journal of Business and Management. 8(21). p.1.
Asif, M. and et.al., 2013. A model for total quality management in higher education. Quality &
Quantity. 47(4). pp.1883-1904.
Bon, A. T. and Mustafa, E. M., 2013. Impact of total quality management on innovation in service
organizations: Literature review and new conceptual framework. Procedia Engineering. 53.
pp.516-529.
Ellis, R., 2014. Quality Assurance for University Teaching.
Madu, C., 2012. Handbook of total quality management. Springer Science & Business Media.
Oakland, J. S., 2014. Total quality management and operational excellence: text with cases.
Routledge.
Sallis, E., 2014. Total quality management in education. Routledge.
Talib, F., 2013. An overview of total quality management: understanding the fundamentals in service
organization. International journal of advanced quality management. 1(1). pp.pp-1.
Talib, F., Rahman, Z. and Qureshi, M. N., 2013. An empirical investigation of relationship between
total quality management practices and quality performance in Indian service companies.
International Journal of Quality & Reliability Management. 30(3). pp.280-318.
Wang, C. H., Chen, K. Y. and Chen, S. C., 2012. Total quality management, market orientation and
hotel performance: The moderating effects of external environmental factors. International
Journal of Hospitality Management. 31(1). pp.119-129.
Online
Benchmarking. 2016. [Online]. Available through:
<http://www.businessdictionary.com/definition/benchmarking.html>. [Accessed on 16th March 2016].
Hilton. 2015. [Online]. Available through: <http://www3.hilton.com/en/about/index.html>. [Accessed
on 16th March 2016].
Lean manufacturing. 2016. [Online]. Available through:
<http://www.businessdictionary.com/definition/lean-manufacturing.html>. [Accessed on 16th
March 2016].
Reinhart, C., 2016. Organizational Culture in the Hospitality Industry. [Online]. Available through:
<http://smallbusiness.chron.com/organizational-culture-hospitality-industry-12969.html>.
[Accessed on 16th March 2016].

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Rouse, M., 2016. Quality control (QC). [Online]. Available through:
<http://whatis.techtarget.com/definition/quality-control-QC>. [Accessed on 16th March 2016].

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