Quality policy of Majestic Hotel
There are three policies that we are going to explain in this report with the help of different organizations. The policies that mainly focused are the quality management policy, environmental policies and occupational health and safety management policies. This report covers the three different sectors, hotel, construction and manufacturing company. In this report, the companies chosen to explain all the policies are Majestic hotel and spa, WBC and IKEA. All the policies made by these organizations are playing very important role in order to achieve the objective of the company. This is carried to understand all the factors that improve the performance of the organization and eliminate the risks. The overall objective of any kind of business is to perform well and manage all the operations of the business in such a way that it will help the organizations to gain the profits. Every company, from the different sectors like hotel, construction or the manufacturing, requires some strategies in order to compete in the market by keeping in mind all the important factors like environmental, quality and health of the employees. The above report makes it clear the role of the organizational policies in the business operations. Moreover, the policies that are explained in this report have some objective. First policy that is Quality management system have the main motive of these policies is to check the quality of the products and services and their accuracy. All the ISO directions are very useful as they all are assisting in supervision and service improvements. Moving further to the Environmental policies, the Construction Company, WBC has the objective to provide the best quality services with minimum prices in comparison to the other organizations. The last one policy named as occupational health and safety policy has the major objective is to improve the occupational health and safety of the employees in order to improve the performance of the employees. The IKEA is the company that treats all types of employees either blue collars or white collars equally.
However, in all the three policies, the main focus is given on the training and development of the workers as we all know that the employees are the assets of the company and the growth of the company is highly dependent on the performance of the employees.
Quality policy of Majestic Hotel
The hotel chosen to explain the concept of the quality management system is the Hotel Majestic and spa in Barcelona. This is a five star hotel and was established for almost 100 years. This hotel provides all the facilities of the luxurious rooms with the food services. Quality standards of this hotel are truly relying on the services offered by the company as well as guest satisfaction. Majestic hotel provides the services which are environment friendly in nature. The majestic hotel follows quality and environment management by keeping all these factors in mind and committed towards the corporate social responsibility with the directions or guidelines of the UNE-EN9001:2008.
WBC’s EMS Policy
Talking about the ISO 9001, then it is the international standards that are established in order to manage the business operations. According to these standards, all the needs of the customers of the hotel should be fulfilled to gain the guest or customer satisfaction. The main motive of these standards is to check the quality of the products and services and the accuracy. All the ISO directions are very useful as they all are assisting in supervision and service improvements.
As per the directions of the ISO 9001, the Majestic hotel and spa, build the quality policy to bring a change in the internal business environment of the hotel to build the different image from the other competitors. In spite of this, with the help of the quality policy and certification, the majestic hotel manages all the risks, performance and employees who are involved in the process of the decision making as well as internal communication of the hotel. There is an audit of the quality management system of the hotel to supervise the operational processes of the Majestic hotel (Hotel, 2017). According to the quality policy, the quality of the goods and improvement of the services is possible by giving the incentives to employees. It is very essential to motivate the employees to maintain the quality of products and services in the organization. The supervision of the audit team of the quality management system is very useful in order to analyze the deficiencies in the employee’s performance. The visits by the audit team promote the coordination and teamwork in the hotel. Hotel Majestic and spa follows the standards of the ISO 9001 that forced the company to work on the planning, organizing and supervise all the operations requirements as per the needs of the customers.
The following are the people assumed as the stakeholders of the hotel like many other hotels:
Employees: – Majestic hotel need to focus on the training and proper guidance for the employees. It is very important to train the employees and to educate them about the customer services techniques. The training is the only way that makes the employees able to deal with the customers of the Majestic hotel and to take better decisions for the business as well as customers.
Customers: – Every customer of the hotel Majestic expects to receive quality services and food services that value for the money. However, the majestic hotel needs to understand the expectations of the employees to bring the change in the hotel industry.
IKEA’s OHS Policy
Property owners: – Every wants to earn good amount of profits on the investments. The Majestic hotel and spa found solutions for the environment and economic growth by communicating with the owners of property.
Shareholders: – The shareholders of the majestic hotel want to have the full knowledge about its operations and the decisions taken by the hotel management to earn higher profits. As a result, all the information about the business operations of the hotel helps the shareholders to know about the current situation of the hotel and return on the investment (Conti, 2012).
Environment: – Attention is the need of the business environment. The business environment can be improved by focusing on the different tasks that are internal and external to the activities. The hotel also has some responsibilities towards the society as well as the environment.
There are 5 different steps involved to fulfill the needs of the stakeholders and these needs are explained as below:
Analyze stakeholders: – The first step is to analyze the stakeholders and understand their interests and characteristics. It is very important to understand the influence of the different factors on the stakeholders’ needs. The Majestic hotel and spa will help their stakeholders only when the company known the actual expectations and the needs of the stakeholders.
Understand the needs: – After analyzing their needs of the stakeholders, the next step involved is the understanding of needs to avoid the conflicting situations among the stakeholders.
Stakeholder mapping: – Stakeholder mapping means to consider both the elements such as needs as well as the influence. The hotel Majestic perform the stakeholder mapping step after analyzing the needs and expectations of the stakeholders. This is the analysis related to stakeholder needs and their influence. This step of the process is very useful to find out the best way to fulfill these needs by mapping the influence and expectations of the stakeholders (Juliana & Juan, 2011).
The above figure depicts the relation between the interests of the stakeholders and the level of the influence.
Stakeholder management: – This is the main step of the process where the analysis and practices met to manage the stakeholders. The needs of the stakeholders are met by doing the proper planning to improve the quality of the services.
Evaluation and stakeholder engagement: – The evaluation and implementation of the plans is the last step to make the planning successful.
The process of the stakeholder analysis involves various activities to get the better results. The IPO diagram given below is the process of analyzing the stakeholder’s needs. The IPO process is the input process output where 10 inputs are given to get the best outputs.
The IPO diagram is shown below:
In the above table, it is shown that the 5 inputs are given in order to identify the stakeholders. The output of these inputs is the business growth and assessment of the information. This is the IPO process useful for the companies in order take the best decisions for the business processes.
To measure the performance of the stakeholders, there are several parameters available depending on the metrics. There are two different ways to analyze the performance of the stakeholder’s that is quantitative and qualitative research analysis (AVAN Grid, 2015). The different types of parameters used to measure the performances are shown below:
Empirical observations: – The empirical observations include the time taken by the stakeholders in order to provide the quality services to its customers. The quality services will be related to the hotel services, room services and food services.
Sampling: – This is also similar to the empirical observation, but the quality services are analyzed through the small sample that represents the whole population.
Questionnaire: – It is a survey conducted for the stakeholders which consists of the list of questions related to the quality of the services of the hotels.
Focus group: – This parameter involves the 4 to 5 people in a group that is smaller in the survey.
Interview: Personal interviews are the best method to analyze the needs and expectations of the customers to improve the quality of the hotel services (Ivasciuc, 2015).
The Majestic hotel and spa situated in the Barcelona are using the continuous improvement program to provide the best services to the customers. The most important cycle that used by the Hotel is the PDCA cycle that involves the Plan, doing, control and action tasks. With the help of these programs the hotel industry is able to analyze the main problems and the reasons of the quality of the hotel services like room, food and customer services.
All the sections included in the cycle are described below:
Plan: The first step of the PDCA cycle is the planning to bring a change in the quality services of the majestic hotel. Before making any planning, the hotel industry needs to analyze the opportunities for the Majestic Hotel and spa.
Do: Moving to the next step, then it involves the implementation of the plan at a small scale. This is done to evaluate the possible consequences of the plans. (Qudos Management, 2010).
Check: The third step is the checking of the consequences and results obtained, through the data collection methods such as questionnaires and surveys. This step helps to understand the fact that the plan or change that is going to be implemented will be successful or not.
Act: The last stage of the continuous improvement is the implementation of the plans. The implementation took place only when it is analyzed that the plan will bring a change in the quality services of the Majestic hotel.
This task explains the environment management policies by taking an example of the construction industry. The WBC is the South African company that is doing the business of construction of the luxurious houses and provides an efficient service to the clients in an ethical manner.
EMS policy
The main objective of EMS policy is to analyze the impact of the services of the construction industries on the environment. WBC Construction Company is building the environment management policies in order to maintain the environmental relations. The company is the UK based Company that focusing on the regulations of the environment while constructing buildings, houses and offices. The WBC Construction company of the UK already has the certification from the ISO 14001.
The main features of the Environmental management policy of the WBC are defined below in the form of some points:
- The goals and main objectives of the EMS policies are set ion the favor of the environmental needs.
- The documentation for the management of the standards of the policy in relation to the objectives and goals is appropriate and authentic
- A proper planning is done by keeping in mind all the available resources and plan the structure for the performance of each task.
- In case of emergency, the Company is ready with the Corrective actions.
- Training and proper guidance are given to the employees for performing the different tasks.
- In this policy, the monitoring t of the objectives as well as the goal achievements are done with the help of the various parameters that are available in the company (Chan, 2006).
Some of the stakeholders are defined below with description.
Customers: – Every customer of the WBC construction company expects to receive quality service that value for the money. However, the WBC Construction Company needs to understand the expectations of the employees to bring the change in the Construction industry.
Property owners: – Every wants to earn good amount of profits on the investments. The WBC Construction Company found solutions for the environment and economic growth by communicating with the owners of property.
Shareholders: – The shareholders of the WBC Construction Company want to have the full knowledge about its operations and the decisions taken by the Top management to earn higher profits. As a result, all the information about the business operations of the hotel helps the shareholders to know about the current situation of the hotel and return on the investments.
Environment: – The environment need is attention. The environment can be improved by focusing more on the water, resources, chemicals to minimize the negative effects on the surroundings. Moreover, it can also be achieved by emissions and careful purchasing (Christini, et al., 2004).
- Energy storage systems are handled by the WBC construction company as a management process.
- The WBC performed many activities to manage and control the pollution.
- Minimization of the waste is the also one of the operation of the WBC.
- Management of the relations between the organizational environmental needs and the legal needs.
- Regular performance is reviewed by the WBC
- Training is given to the staff of the WBC for the business development and the implementation.
- To implement the continuous improvement program
- To provide the services in an ethical manner
- To build the plans for the execution in order to improve the internal as well as the external business environment
Many companies make use of the energy storage system from the environment perspective. This part of the report covers the positive as well as negative aspects of the energy storage systems in the construction companies. Companies can store the energy and then convert them in order to use them for future.
- The cost and expenditure of the WBC Company can be reduced by making use of the energy storage systems.
- The quality services of providing power systems to the customers increases with the use of these storage systems and also increases the satisfaction of customers as protection from these systems (Dupety, 2017).
- Solar energy systems are also used in performing the various construction tasks such as water pumping, lighting, heating of places etc. These systems also useful in the household activities too.
- The revenue of the WBC construction company increases because of the reduction in the costs and expenditure because of these energy storage systems.
- These systems are very useful to avoid the creation of pollution in the environment with the use of the batteries.
- These energy systems save the power to meet the outage of power in the different cities or in the construction companies.
- The best benefits of the energy system is to work in the situation of standalone application and helps in the form of UPS (uninterruptible power supply). This UPS act as the backup of the power for the better working of the construction companies.
- The renewability of these resources is the plus point as the solar energy is abundant in nature.
Some of the negative aspects are defined below:
- The negative aspect of using this system is that it is very expensive in nature and it is difficult to afford by the average man or the small scale construction companies.
- As these systems slowed down the efforts for eradicating the greenhouse gas emissions.
The impact of the environmental systems can be positive or negative in nature. The environment is mainly affected by the use of the new technologies and energy storage systems. The generation of the optimal levels is possible by making use of the energy system and also reducing the units at the time of emergency. Protection of the environment from the pollution is the positive impact that Construction Company is providing through its various services.
Moving towards the sustainable development is also possible by using the energy storage systems. These are beneficial in generating the power plants as well transmission lines. Helpful in saving the power and prevent the cities from the power cuts and act as backup in the case of emergency (Lanham, 2004). The negative impact of these systems can be found depending on the technologies that the Construction companies are using.
The batteries that are used by the Construction Companies are built with the alloys like lithium and the lead which are very dangerous for the environment. These batteries also have the negative impact on the people living in that environment. Recycling of the energy storage systems is important to keep the environment green and safe. At the time of the storage of the energy, it involves the wastage of the electricity which is negatively affecting the environmental standards.
The Construction Company, WBC has the objective to provide the best quality services with minimum prices in comparison to the other organizations. Because of the demand and the need of the construction, infrastructure facilities, there is a high level of competition and the rivalry amongst the companies exists in the markets. Such type of rivalry has positive as well as negative impacts on the construction companies. According to the Porter’s model, there are many factors that explained by him in order to compete in the market as well as to achieve the objective of the company. The different elements given by the Porter’s model is the threat of the new entrants, market competition, substitution of the market and bargaining power of the buyers and sellers (IRQS, 2013).
The main target of the construction companies to compete in the market against new entrants as there is less threat of the new entrants as it is very difficult to get the resources like funds, plant and equipment and manpower, etc. The bargaining power of the employees exists in the market that creates a risk of competition in the market. In WBC, there are many incomplete projects because of the lack of the skilled manpower and the lack of the required resources. The company needs to focus more on the hiring of the new employees with skills and abilities. There are less chances of the substitutes in the market related to infrastructure like airports, roads, railways, because it involves huge cost.
Occupational health and safety management policies can be better explained by taking manufacturing Company IKEA. The health and safety of the employees is a very important concept and it needs attention for the better business working environment.
The IKEA is the Manufacturing Company that deals in the manufacturing of the interiors and home accessories. The IKEA Company also builds the OHMS policies as per the guidelines of the AS/NZ4801. The IKEA Company is working according to the regulations of the policies build under the AS/NZ4801.
The IKEA Company mainly focuses on the 5 main objectives and these objectives are described below:
- Sustainability: – While manufacturing the products, the sustainability is the main factor as it is very significant part to keep the environment safe and clean by reducing the polluting emissions. IKEA has the main goal to produce the renewable energies.
- People: -The major objective of the company is to improve the occupational health and safety of the employees in order to improve the performance of the employees. The IKEA is the company that treats all type of employees either blue collars or white collars equally.
- Innovation: – The main focus of the IKEA is to bring the creativity in the designs of the furniture. The innovation and creativity is useful to attract the new employees and also set the benchmark for the competitors as well as for the customers. The innovation is the strength of the manufacturing company (IKEA, 2014).
- Design: – The design of the Home accessories as well as the furniture is the main focus of the IKETA. The company focus on the combination of the 3 elements and those are quality, creativity and the technology. The company focuses on the maintenance of the traditional values of the country to attract the maximum people to build the brand image.
- Retention of customers: – For every company, employees and customers are the asset of the organization. However, the retaining the customers of the company is the important concept. IKEA is very particular in inviting the new customers and retaining the old customers.
There are many risks identified by the IKEA for the operations of the business and these risks are based on the reports and research conducted to identify them. These risks to business operations of IKEA are as follows:
- The change in the technology is the risk for IKEA. However, the process used by the IKEA in manufacturing furniture items is the risk as they are changing with time and technology.
- The negative impact on the environment and marine culture because of the placement of the machinery on the sea water.
- The lack of the budget is the problem as new research and development tasks incurs huge amount of cost. The companies however, can face the financial risks.
- The conflict and biasness problems faced by the employees of the IKEA also a big risk for the company as they affect the performance of the employees. These risks have great impact on the health and safety of the employees in the workplace
- It is difficult to get the permissions for the research activities or operations(IKEA Services, 2012).
- The Legal risks also associated in the manufacturing companies if the company is not performing according to the norms of the CSR policy.
- It may be possible that the company operations slow down because of the poor implementation of the CSR and internal Bureaucracy occurred by the CSR.
- The corporate governance can be negatively affected by the two faced CSR practices.
- The study has shown that the stakeholders are the one who acts unethically and supports the production of alcohol and Tobacco companies.
- The regulation set by the government also risks associated for the company.
While doing the assessment of the risk, the occupational health and safety management policies took place and implemented by the IKEA group to maintain the business operations and employee satisfaction. Some of the guidelines as per the OHSMS Policies are mentioned below:
Power: – The power of the Employees in the IKEA company is the playing the key role as employees are the one who can control all the operations of the business. The assessment of risk can be done by the employees as they are the one who are responsible for carrying out the business activities. Employees Satisfaction is always the main purpose of the policies of the organizations.
Information: – It is very important while assessing the risk that all the relevant information should be available with the employees. The IKEA company has the responsibility towards the sharing of the new information, new updates and changes in business operations for the sake of avoiding the risks in the company.
Knowledge: – The management of the IKEA focuses to increase the level of the knowledge by providing the training to them and by sharing the relevant knowledge at the time of the development programs. Having knowledge about the policies and controlling measures enables the employees to take the best decisions for the IKEA Company and its operations.(IKEA -Marsden Park, 2016).
Rewards: – Rewards are the best way to avoid the risks and motivate the employees to perform well in the company. The company needs to build the rewards and motivational policies as well to avoid the risks in the organizations. The satisfaction of the employees is the best way to avoid the risks.
There are many strategies to deal with the different types of risks and these risks can be eliminated by following the different strategies given below:
Risk mitigation: The IKEA Company focuses on the mitigation of the risks by adopting two main strategies – risk avoidance or risk acceptance. The strategies are used to mitigate the risks so that all the operations of the company can be performed in the risk free environment. The strategies implemented in the IKEA for risk mitigation are explained below (Hillson, 2015).
- Risk acceptance: – The risk acceptance means to accept the risk if its effect on the company performance is low. The company should firstly need to analyze the possible consequences before accepting the risk. If the consequences of the risks will not affect the business, then the IKEA should work properly by keeping in mind these risks.
- Risk avoidance: – The risks can be eliminated by the way of avoiding them and comparing the cost of mitigation and their impact on the business performance. The IKEA sometimes avoided the risk of conducting research activities, because all these risks are negatively affecting the safety and health of the employees and as it involves the huge cost. (IKEA Catalogue, 2017).
Conclusion
In the above report, it is concluded that, every organization needs to build the policies in order to perform well and these policies are built according to the requirements of the company. It is observed that there are three types of policies such as quality management, environmental and last one is the Occupational health and safety policies. All these policies are built by the organization and worked as per the international norms- ISO 9001, ISO 14001 etc. The report explained all about the quality standards, environmental responsibilities and the risk management systems as well as the safety systems. The overall objective of any kind of business is to perform well and manage all the operations of the business in such a way that it will help the organizations to gain the profits. Every company, from the different sectors like hotel, construction or the manufacturing, requires to build some strategies in order to compete in the market by keeping in mind all the important factors like environmental, quality and health of the employees. The above report makes it clear the role of the organizational policies in the business operations. The main focus of the report is to bring the policies. The innovation and creativity is useful to attract the new employees and also set the benchmark for the competitors as well as for the customers. In all the three policies, the main focus is given on the training and development of the workers as we all know that the employees are the assets of the company and the growth of the company is highly dependent on the performance of the employees.
References
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