Operations and Quality Management

Consultancy Report: Improving Operations and Quality at The Ephesus Hotel

Assessment Details

Acting as a Business Consultant you are required to analyse the case study provided and then make practical recommendations as to how the operations and quality performance of the hotel operation could be improved. The detailed requirements of this assignment will be discussed in class; however you should consider the following:

Analysis: What are the strengths and weaknesses of the operation, what does it need and what is likely to prevent them from achieving it? Is the operation well organised and customer focused? Are its processes well designed and controlled? Are the facilities and equipment meeting the needs of the business? What is the culture of the operation amongst managers and staff? Are these cultures in harmony with efficiency and quality? Do they use any quality systems or awards and, if so, what have they achieved? What internal and external factors impact upon the operation (competition, the "credit crunch," etc)?

The financial situation is clearly a critical indication of the performance of the organisation. Following your Viva Voce you will have critically reviewed the financial situation in the department and, more importantly for this report, received feedback so you can improve on your second assignment. You will need to include your financial analysis in your appendices then refer to the data/information (e.g. variances to budget) to support your analysis and justify the recommendations.

Recommendations: once you have analysed the operation, you should consider the theories, tools and initiatives discussed in class and decide which, if any, addresses the identified issues or weaknesses. It is unlikely that one single theory, tool or initiative will address all problems, so it is probable that your recommendations will involve several of the theories, tools or initiatives (either in their entirety or in part). Additionally, you should include more general recommendations relating to operational management factors such as initiatives to improve the recruitment, training and motivation, etc.

Your recommendations should be focussed upon efficiency and quality and take both an operational and a strategic focus. You will need to consider recommending a suitable TQM program which may involve an accreditation process.