Task 1 – Quality management system

This report is clearly based on three policies- Quality policy, Environmental policies and the OHS policies. The companies chosen for this report are from the sectors of hotel, construction and  manufacturing company. The three companies chosen for the three policies are – Majestic hotel and spa, WBC and IKEA. All these companies build the policies to achieve the goals and objectives of the company. This report outlines all the factors to improve the performance of the organization and eliminate the risks.

1.1 Quality policy of Majestic Hotel 

 The quality policy of the hotel industry is explained with the help of the Hotel Majestic and Spa which is a  5 star hotel in Barcelona. The Majestic hotel was established for almost 100 years and it has all the facilities of the luxurious rooms with the food services. Talking about the quality standards of the hotel, then the establishment of hotel equally goes together with the services, guest satisfaction and also the hotel industry ensures that the all its services are environmentally friendly in nature.  By keeping all these standards in mind, the majestic hotel followed environment and quality management with the directions of the UNE-EN9001: 2008, that commit to the corporate social responsibility.

Moving further, the ISO 9001 is an international standard that sets for the management of the business. The ISO 9001 assures that the needs of the customers are met  accurately. The directions of the ISO is the framework that assists in supervision and the improvement of the services.

The quality policy of t6he Majestic hotel and spa as per the ISO 9001 helps to improve the internal business environment of the organization to make it different from the other competitors. Apart from this, the quality policy of the Majestic hotel and its certifications make possible performance management, management of risks and the employees involved in the decision making as well as in the internal communication of the Hotel.  The operational processes of the hotels are mainly focused under the audit of the quality management system (Hotel, 2017). These involve the incentive given to the employees for the improvement of the services and quality of goods. The best part is that the visits by the audit of quality management system revealed the deficiencies in the abilities of the workers  that has a great impact on the teamwork. The ISO 9001 structure is better, followed by the Hotel Majestic, which is based on the requirements of planning, doing, checking and acting as per the needs of the customers.  

1.1 Quality policy of Majestic Hotel

1.2 Five stakeholders of the Majestic hotels 

The following are the people  assumed as the stakeholders of the hotel like many other hotels:

Employees: – The employees of the Majestic hotel require proper guidance and training. The training is important to educate the employees how to deal with the customers of the Majestic hotel and how to take decisions in the favor of the customers and business environment.

Customers: – The need of the customer is to receive the quality services from the Majestic hotel and food services that value for money. The hotel always eager to know the expectations of the  customers from the hotel services.

Property owners: – There need is to earn good 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 need of the shareholders is to have the full knowledge about the operations of the Majestic hotel and decisions taken to the businesses.The Majestic Hotel provides the required information to the shareholders to make them understand the current situation of the business as well as the profits on investment (Conti, 2012).

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.

1.3 Processes for Stakeholders’ needs

The process to fulfill the needs of the stakeholders involves 5 different steps and theses steps are mentioned below: –

Analyze stakeholders: – First of all, the analysis of the stakeholders is important as to understand the characteristics and their interests. The assessment of the influence on the needs of the stakeholders is important. The hotel industry will support to the stakeholders only if the needs and expectations of the stakeholders known.

Understand the needs: – The next process is to understand the needs and expectations of the stakeholders and to avoid the conflicts among the stakeholders.

Stakeholder mapping: – This is the analysis related to stakeholder needs and their influence. As now the company already know the needs and expectations of the stakeholders, now the next step is to find out the best way to fulfill these needs by mapping the influence and expectations of the stakeholders (Juliana & Juan, 2011).

Stakeholder management: – The management of the  stakeholders is the actual process where the analysis and practices meet. Proper planning is done to meet the required needs of the stakeholders.

1.2 Five stakeholders of the Majestic hotels

Evaluation and stakeholder engagement: – The planning is only successful if it is properly evaluated and controlled by the company.

1.4 Process 1- Inputs and Outputs

The analysis of the stakeholders involves many activities that lead to the output. This process can be explained properly by an IPO (input- process- output) diagrams. There are 10 inputs given to get the best outputs.

The IPO diagram is shown below:

1.5 Five parameters of performance 

There are many ways to measure the performances of the stakeholders by following many methods depending on the type of metrics. The performance of the stakeholders can be measured through the quantitative or qualitative research analysis (AVAN Grid, 2015). The different types of parameters used to measure the performances are:

Empirical observations: – The observation regarding the time taken to offer the quality hotel services, room services, restaurant services etc.

Sampling: – It is almost same to the Empirical observation, but this is a small sample that represents the whole population.

Questionnaire: – It is a survey conducted for the stakeholders.

Focus group: – A team of 4 to 5 people in the group which is smaller than the survey.

Interview: – Personal interviews with the stakeholders also help to understand their needs and expectations (Ivasciuc, 2015).

1.6  Continuous improvement program at Majestic Hotel

The Majestic hotel also uses the PDCA cycle (plan, do, check and act) to improve the quality of its services. The Hotel industry analyzes main problems and reasons regarding the quality of services.

PDCA cycle

Plan: First step for the improvement of quality services is to identify the opportunities and then plan according to change the quality standards of the majestic hotel.

Do: It is much better to implement the change or plan on a very small scale level to evaluate the consequences (Qudos Management, 2010).

Check: The next step is the analysis of the results or outcomes obtained, with the help of the   data collected through 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 to implement the plan, if it is analyzed that the change will be successful for the growth of the Majestic hotel.

2.1 EMS policy

The main aim of the EMS policy is to address the impact of the organization on the environment. The construction company like the WBC in UK is implementing such policies to maintain the relations with the regulations of the environment. WBC is the UK based company certified by the ISO  14001. The main characteristics of the policy are:

1. Setting of the goals and objectives to meet the environmental  needs.
2. Appropriate documentation  for the management of procedures in relation to goals.
3. With the help of available resources, a proper structure of performing each task is planned.
4. Corrective actions for emergency.
5. To build the training programs for the employees to perform the task.
6. In this policy there are many parameters and these policies are the most useful in monitoring, support the goals and objectives of the company (Chan, 2006).

1.3 Processes for Stakeholders’ needs

2.2 Stakeholders of the WBC

Customers: – The need of the customer is to receive the environment friendly services of the construction company. The construction companies are always eager to know the expectations of the  customers for the construction services.

Property owners: – There need is to earn good profits on the investments. The construction company  found solutions for the environment and economic growth by communicating with the owners of property.

Shareholders: –  The need of the shareholders is to have the full knowledge about the operations of the WBC and decisions taken to the businesses.The WBC provides the required information to the shareholders to make them understand the current situation of the business as well as the profits on investment.

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).

2.3  WBC Operations / activities

• To handle  energy storage systems as management processes.
• The WBC Focus more on the pollution management activities.
• Another operation is to minimize the waste.
• To manage the Relation of the legal needs with the organizational environmental needs.
• To review the regular performance
• Provide training to staff in the implementation and development of businesses
• Continuous improvement program

2.4 Energy storage system 

Energy storage systems are the environment systems that followed by many companies. It is very important to know the benefits of the energy storage systems in the construction companies. Energy can be converted to another energy and the companies can store these to use it in the future.

Positive Aspects

1. These energy storage systems are helpful in reducing the costs and expenditure of the construction companies.
2. The power quality services increases with the use of these storage systems and also increases the satisfaction of customers as protection from these systems. (Dupety, 2017).
3. The other positive aspect of solar energy system is that it also used in household activities as well in the construction time activities like, pumping of water, lighting, heating of places etc.
4. As it reduces the cost, the revenue of the construction companies like WBC are automatically also increased.
5. These systems are very useful to avoid the creation of pollution in the environment with the use of the batteries.
6. These energy systems save the power to meet the outage of power in the different cities or in the construction companies.
7. 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.
8. These are also renewable in nature as the solar energy is abundant in nature.

Negative aspect

1. 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.
2. As these systems slowed down the efforts for eradicating the greenhouse gas emissions.

2.5 Environmental impacts

1. The environment is highly affected by the use of the new technologies and energy systems. The impact can be positive or negative of these storage systems. It is observed that the energy system is helpful in generating the optimal levels and reducing the units that used at the time of emergency.
2. The construction company also helpful in protecting the environment from pollution.
3. The construction company  moves towards the sustainable development because of the energy systems.  
4. These are beneficial in generating the power plants as well transmission lines.
5. Helpful in saving the power and prevent the cities from the power cuts and act as backup in the case of emergency. (Lanham, 2004).
6. The environment is negatively affected by these systems depend on the type of technology used by the construction companies.
7. Construction companies make use of the batteries which are made up of the lithium and lead and very dangerous for the environment as well the people of that living in that environment.
8. To keep the environment clean and green, it is very important to recycle these materials.
9. At the time of the storage of the energy, it involves the wastage of the electricity which is negatively affecting the environmental standards.

2.6 Environmental objectives

As compared to many organizations, the construction company WBC aims at providing the best services and lowers the prices too. According to the Porter’s, there are many aspects that explains how the company is affected by the market and the things around it. The different aspect of the porters model is the threat of the new entrants, high level of competition in the market, new substitutes available in the market and the bargaining power of the buyers and sellers. 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 exist in the markets. Such type of rivalry has positive as well as negative impacts on the construction companies (IRQS, 2013).

2.7 Realistic and relevant targets 

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 exist in the market that create 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.

Task 2 – Environmental Management System

3.1 OHS policy 

The Ikea is the Manufacturing company and the company manufacture the furniture and the home accessories. The IKEA is the multinational firm that has some health and safety policies as per the AS/NZ4801. The company IKEA is working in accordance with the norms of the AS/NZ4801.

The five main goals of the OHS policy of the organization are:

• Sustainability: While manufacturing the products, it is very important to lower down the  polluting emissions to keep the environment clean and green in the nation. The production of the renewable energy is the major goal of the IKEA.
• People:The goal is to improve the occupational health and safety of the employees working at IKEA. The company gives equal importance to all the blue as well as white collared employees.
• Innovation:The main focus of the IKEA is to manufacture the new and innovative furniture designs to attract the customers and also to set the benchmark for the whole industry(IKEA, 2014).
• Design: The design of the furniture and home décor accessories should be unique and new and mixture of the three things, innovation, quality and technology. The main objective of the IKEA is to maintain the old and traditional values of the country to carry out it further.
• Retention of customers: The retention of the customers is the main feature of the IKEA as the company is very particular in retaining its old customers and inviting new customers. is very specific about not losing its old customers and also inviting new customers.

3.2. Risk in company 

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 technology used by the IKEA in manufacturing furniture items is not stable.
• The machinery on the sea water is negatively affecting the environment and marine culture.
• The new search and development activities involves costs and the lack of budget is the problem for the company.
• The employee conflicts and the biases faced by the employees has a negative effect on the  activities of the IKEA. These risk 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).
• Legal risks created if the law does not support any of the clauses 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.
• Government regulations are the risk associated with the CSR policy of the company.

3.3 Risk assessment chart 

There are many policies and guidelines implemented while assessing the risks and these all business practices are implemented by the IKEA and these are mentioned below:

Power: The employee working in the IKEA have great power to control the business operations and plays a significant role in the assessment of the risks.  All the employees of the organization have the equal power to carry out the business activities.

Information: The IKEA company makes sure about the things that the employees of the company fulfill its duty to inform about its new updates and changes in business to the top level to avoid the risk. 

Knowledge: The management of the IKEA takes care of the training and development of the employees. These activities are really helpful in sharing the relevant knowledge with the employees take the better decisions in the business activities. (IKEA -Marsden Park, 2016).

Rewards: The IKEA company also introduce the rewards and motivation policies to retain the employees and to motivate the workers to perform well to avoid the risks in the business.

3. 4: Elimination of risks

Risk mitigation: The IKEA company mitigate the risks by adopting many strategies that mitigate the different types of risks to the business operations as a result of which, the company can perform efficiently and accurately in the risk free environment. The strategies implemented in the IKEA for risk mitigation are explained below (Hillson, 2015).

Risk acceptance: The risk acceptance is the strategy that is used to when there effect is low and its consequences are easily accepted by the company. This strategy preapare the companies to accept the risks and work properly.

Risk avoidance: To eliminate the risks it is very important to avoid some of the risks by comparing its impact with the cost of mitigation. The IKEA sometimes avoided the risk of conducting research activities that are risky to the safety and health of the employees and as it involve the huge cost. (IKEA Catalogue, 2017).

Conclusion 

In the above report, it is observed that there are three types of policies that 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.

References

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