Stakeholders and their Needs

Quality Policy of Desert Cave Hotel

• The major component of the quality policy is taking adequate care of the respected customers of the hotel. Respected customers are the customers who are linked with the hotel since a long time and they have always shown their integrity level towards the hotel’s policies. The basic motive of setting up the quality policy is to provide standardised services to its consumers and to make this experience more reliable and unique, management of the hotel has always try to provide innovative products and services in order to provide appropriate service quality to its consumers (AS/NZS 4801:2001).
• Adequate services have been provided in the hotel in relation to satisfy the needs of their consumers.  Desert Cave Hotel also offers its services to various institutions as well as individuals in various forms.  In order to improve the service quality, directors as well as management of the organization has adopted the digital platforms for making its consumers’ experience smoother and efficient (AS/NZS ISO 14001:2004).
• Adaptation of advanced techniques in order to serve qualitative services, organization has been gained competitive advantage as well as their market share value has also been increased. Along with the fulfilment of consumers’ needs, organization has also developed a unique way through which achievement of goals and the objectives becomes an easy task. Shareholders are treated as the crucial part of the organization and big share of hotel’s profits are being distributed amongst them (AS/NZS ISO 9001:2008).
• Employees are vital element of the organization and their needs are also fulfil adequately in order to take the organization in positive manner. Fulfilment of the employees’ needs builds motivation qualities and it helps them to enhance their performance. Combined and enhanced efforts of the employees help the organization to attain the desired targets for the organization.
• In order to develop the adequate workplace environment for the employees of Desert Cave Hotel, management has adopted certain policies in relation with providing safe, secure and ethical working place to them. This helps the employees to feel safe and it also builds a trust level towards the organization which leads to enhanced performance.
• In terms of improving the standards of the organization, various national and international hotel standards and policies have been adopted and practiced by organization to serve the qualitative as well as reliable services to its consumers. Desert Cave Hotel has adopted the policy of segregating the targets into small portions through which chances in relation to achievement of targets becomes easier. Apart from this, customer feedback and other relevant programs have been initiated in order to improve the services provided by them (Ashokkumar, 2014).

Stakeholders and their needs

Stakeholders are the part of organization and they can also affect the performance of the organization. Desert Cave Hotel is a strong competitor in the hotel and hospitality industry and they have developed adequate goodwill in the competitive business environment. Shareholders who have invested their capital in the hotel, employees who work for enhancing the performance of the organization, etc. are known as the stakeholders of the organization. Shareholders expect the good returns on their investment made with the company while employees expect appreciation for good performance in monetary terms as well as in kind forms (Becker, Kugeler & Rosemann, 2013). Following are some of the stakeholders:

Table 1: Stakeholder’s Needs

Process required to fulfil stakeholders’ needs

Numerous processes are available in order to fulfil the requirement of the stakeholders of the organization. Below are some of the processes defined in terms of the above stakeholders’ needs:

• Workers: The major needs of workers from the organization are job security, job satisfaction, adequate benefits, etc. In order to fulfil these needs, Desert Cave Hotel uses satisfaction surveys from employees, training and counselling sessions and providing adequate working place to the workers (Boella & Goss-Turner, 2013).
• Society:Society members expect ethical performance from the organization and as per the quality policies discussed above in relation with Desert Cave Hotel; inadequate guests are not allowed to have a stay with the hotel (Baker, Bouchlaghem & Emmitt, 2013).
• Stockholders: Fulfilment of the shareholders’ needs is bit difficult task because they invest in the organization after reviewing the prior organizational performance. Hence, the primary process through which organization could satisfy the stockholders’ requirements is sharing the clear and transparent image of the organization. Under this process, organization could share the financial statements to them and apart from this, inviting them for the annual general meeting in which organizational performance, promotions, etc. are declared.
• Consumers:Consumers expect the adequate qualitative products in relation with their payment made to purchase the certain product. They also want some changes under the products which could help them to satisfy their needs at its optimum level. To fulfil this type of clients’ needs, organization has adopted the consumer survey programs under which consumers are asked to provide reviews in relation with the quality, features, etc. of the product and any kind of issues can also be shared under the survey system. This helps the organization to gain the knowledge in relevance with the clients’ requirements and the issues present in their products and services (Bryman & Bell, 2015).
• Political Parties: Desert Cave Hotel has proposed some systems through which all the government’s needs in relation with the tax payment, consideration of environmental conditions, etc. it is generally expected by the government that when a company operates in their jurisdictions, the employment opportunities for the locals would be increased. Desert Cave Hotel has introduced special quota in which localities are invited to appear in the tests for job opportunities and on the basis of talents and skills, candidates are appointed as per the organizational requirements (Goetsch & Davis, 2014).

Input and Output for Process

Table 2: Input and Output processes:

Performance Parameters

Under this unit, certain parameters will be identified in relation with the above process discussed (Adaptation of sustainable environmental programs for resolving environmental challenges). Performance parameters are used to analyse the effectiveness of the current procedures followed by the organization. The methodologies used to perform the functionalities of the organizational employees, organization needs to set some parameters through which achieved performance could be matched with the performance was expected. Following are some of the parameters set up for Desert Cave Hotel in order to achieve the desired goals and the objectives:

Table 3: Performance parameters

In order to enhance the organizational performance, Deseret Cave Hotel has adopted various measures for enhancing the organizational performance. For this reason, organization has improved strategies and the primary option they have adopted is feedback and survey method. Reviewing the performance of the organization and the effectiveness of this method for enhancing the organizational performance, customers’ feedback, shareholders’ feedback could be taken for enhancing the process of the organization (Busch, et. al., 2012).

Continuous improvement program

For meeting the customers’ expectations, Desert Cave Hotel has adopted various measures and policies for enhancing the quality of the service offered to its consumers. In order to make the effective and efficient services for organizational consumers, method of enhancing the quality is must and below are some of the key elements through which organization would be able to achieve its objectives in relation with the fulfilment of the consumers’ needs:

• Regular updating processes, systems: In terms of the business, individual life, etc. opportunities should be accepted because these acts as the ladder for the success. In terms of functionalities of Desert Cave Hotel, they have adopted numerous changes in their procedures in order to achieve goals and the objectives for the organization. Prior using the technology, digitalised software, etc. primary activities of the organization was used to be conducted through manual force while today it has been shifted towards the enhanced and digitalised system for enhancing the productivity as well as the efficiency of the organization (Caldwell, et. al., 2014).
• Regular amendments in the policy of quality: Desert Cave Hotel has amended their quality policy numerous times in order to attain the specific goals and the objectives. Quality policy of an organization defines the excellence of the products or services rendered. As Desert Cave Hotel is now being included in the branded hotels hence; they need to maintain their service in order to retain the number of consumers as well as to build the effective relationship with them. This helps the organization to take the competitive advantage and chances of improvement in the performance of the organization as well as chances of expansion of the business also increases.  
• Adequate training sessions: Providing training and the counselling sessions to the newly employed candidates as well as to the existing candidates helps the organisation to enhance its overall performance. These sessions provides organizational members adequate information in relation with the procedures, process and the environmental conditions of the organization. Settling down in the work environment of organization becomes easy for the new employees after understating the working procedures, systems. Hence, in order to enhance the productivity of the organization, training measures and the counselling sessions to the employees are crucial aspect (Choudhry, 2014).
• Meeting with consumers’ needs: The primary objective of every organization is to fulfil its customers’ needs as this is the prime source of increasing demand of the products and the services manufactured. Adaptation of certain policies prescribed by the government needs to be fulfilled while conducting certain operations in their jurisdiction. Apart from this, fulfilment of legal requirements, adopting honesty, integrity, etc. policies in the framework of the organization helps them to show the transparent and adequate image of the organization to the consumers and investors which will leads to the enhancement of the business’ growth and success.

Processes for Fulfilling Stakeholder Requirements

Adaptation of feedback, monitoring systems: It has been proved by various business experts that monitoring the employees’ performance are the major source which their performance and the quality of the performance could be increased.  In order to increase the demand of the products of the organization, adequate efforts from the organizational members is very crucial and those efforts should be putted in order to attain the organizational objectives. Putting efforts in unique and different directions leads to non-achievement of the goals for the organization. Hence, guiding the employees and motivating them will leads to the achievement of the organizational goals and the objectives.  

EMS Policy

In order to sustain in the business environment, organizations needs to fulfil environmental requirements and in terms of ADCO Constructions, fulfilment of environmental management system’s requirement is very crucial. Following are some requirements which a construction company needs to follow in order to meet with the environmental requirements of the organization:    

• Work Health & Safety Act (2011): The primary focus of every organization should be providing adequate and effective workplace to its employees in order to enhance the performance of the organization. In terms of construction companies, chances of accidents and uncertainties arises more in relevance to other industries. Hence, ADCO Constructions needs to fulfil all those requirements in relation with the Work and Health Safety Act (2011).  The process of WHS Act determines the adaptation of effective strategies in order to eliminate the available risks in the workplace. Safety guards, safety consultants and other relevant programs that could help the organization in order to reduce the risks opportunities should be adopted for increasing the efficiency of the organization (Howarth & Greenwood, 2017).
• Dangerous Goods Regulation 2009:In construction business, numerous type of wastes is generated which could be harmful for the workers of the organization. Hence, in order to eliminate the occurrence of these types of issues from the workplace, organization needs to adopt certain strategies for reducing the type of hazards that could be occurred. Transportation of the heavy goods, loading and unloading of those heavy goods is also a risky task. Hence, in order to reduce these types of risks, organization needs to perform and evaluate certain measures for reducing the effect of occurrence of the uncertainties (Hughes, Champion & Murdoch, 2015). 
• Workplace injury and management and workers compensation act (1998):Under this act, those workers who get harmed or injured within the workplace while performing the functions of organization. In order to compensate those employees, organization needs to adopt strategies through which injured and harmed employees could be served with prompt and instant response in relation with the injuries of the workers. Providing medication, appropriate treatment, monetary compensation, etc. are certain measures which needs to be adopted under this act and this act implies in the construction type of industries.
• Waste Avoidance and resource recovery act (2001):With the implication of this act within the workplace, organization needs to take care regarding the appropriate utilization of the available resources. Inherent resources should also be used in appropriate manner in order to enhance the productivity of the organization as well as to increase the chances of expansion of the business in the global context. This act also demands fulfilment of the legal obligations in relation with the utilization of natural as well as internal organizational resources because it will leads to affect the environmental conditions as well as it will increase the chances of under-productivity than expected (Jaber, 2016). 

Table 4: Stakeholder’s Requirements

 Printing Process

Construction process has various steps and below those steps, their relevance and the importance will be discussed. The process is designed to segregate the team members and the members are segregated on their talent, skills and step’s requirement basis.  

Site review: Before starting construction, organization needs to evaluate various factors such as environmental factors, legal factors, etc. To determine the available resources across the site, certain methods are used through which condition of the site, resources available around the site, etc. could be evaluated (Kelly, Male & Graham, 2014).

Design and Plan: After reviewing the location of the site, the step of designing and the planning needs to be conducted. Relevant factors such as type of building which could be made in that particular location and blueprint is being developed in relevance with the various conditions across the site needs to considered as well.

Estimation of cost: Along with the design of the plan, appropriate factors are considered such as available resources, estimation of external resources which needs to be hired for the completion of project, etc. are performed under this category. In order to evaluate circumstances, adequate measures are being used to determine the approximate cost which will be incurred for the completion of project. That cost will be shared with the client by adding a certain rate of profit of the organization (Li, et. al., 2014).

Approval of blue print from client: After all these steps, approval needs to be taken from the client for initiating the work on particular project of constructing a building. Client must be satisfied with the blueprint provided to them in relevance with their requirements through building. If client will be satisfied with the planning and the designing of the project, then construction work will get started otherwise design will be developed again as per the client’s requirements.

Performance Parameters to Measure Organizational Effectiveness

Analysis of available resources: After getting the approval from the client through sharing the blueprint, planning made on completion of certain project, construction manager analyses the available resources with the organization in terms of workers, raw material, etc. to get the work done in certain period of time. If client will demand the project in less period of time in relation to the standard time taken to project gets completed, then a separate agreement will be made with the client in relation with the extra cost incurred because more number of workers will perform the task as compared to the number of workers will be required to complete the project in standard time (Mok, Sparks & Kadampully, 2013). Arrangement of external resources will also be done under this step to complete the project as per the client’s requirements.   

Construction begins: Construction manager divides the separate team to perform the various functions to get the project done and team are divided on the basis of workers and employees’ talents. For instance, one is expert for constructing the external framing of the building and the other one is expert in internal framing of the building then they needs to be aligned in the same department otherwise it will leads to wastage of available resources. Through this, organization’s performance will get affected, project will consume more time than expected and goodwill of the firm will also get affected.

Structure framing: As per the talents of the employees and workers available with ADCO Construction Company, construction of the building will get started. In the first stage of construction, supporting pillars will be constructed in order to provide adequate amount of support to the building. After construction of required number of pillars, all the tasks falling under exterior framing will be performed. The major tasks under this category are constructing exterior walls of the building, construction of roof, etc.

Interior framing: Under this stage, adequate construction is being performed which falls under the internal category of the building construction. In order to attain the organizational objectives and the goals, adequate tasks which are involved in the internal stage of the building construction will be performed. Certain tasks which are involved in the internal stage of building construction are plastering of walls, flooring, painting, sanitary fittings, etc. (New South Wales Government, 2014).

Project inspection: After completion of the construction process, an assessment is being conducted in order to analyse the effectiveness of the building. The real image of the building will be compared with the imaginary picture of the building and this will help the organization to review the results as well as the adaptation of certain methods will be performed in order to remove the mistakes found in the evaluation task.

Enhancing Organizational Performance

Handover: Removal of mistakes found in the final stage of construction will help the organization to gain adequate knowledge in regards to the client’s expectations in relevance with the building. After performing all the tasks, keys of building are handed over to the client and the final payment from them is being collected (Nickson, 2013).

Table 5: Environmental Aspects

Table 6: Environmental Impacts

Table 7: Environmental Objectives

Table 8: Environmental Targets

Table 9: Environmental Actions

After analysing various environmental impacts due to construction process, controlling and measuring methods needs to adopt in order to remove their negative impacts over the environmental conditions. Following are some of the curricula methods discussed in order to reduce the impact over the environment:

• Internal and External auditing: These are the crucial elements and needs to be implemented in terms of analysing the efficiency of the construction processes over the environment and this should be practised on regular intervals. Auditors need to determine the environmental aspects within the workplace and the processes performed by the company and the employees towards prevention of those environmental aspects (Paul, Peterson & Chavdarian, 2014).
• Installing air monitors:Internal and external methods should be conducted for evaluating the air pollution done with the construction company’s efforts. Appropriate air monitors needs to be installed and those needs to check at the regular interval of time in order to adaptation of the controlling measures in terms of air pollution.
• Water disposal facilities’ feedbacks: Adequate amount of collaboration must be performed by the construction companies in order to determine the environmental impacts due to their waste disposals processes. Getting feedbacks from the team will provide a clear picture to the ADCO Constructions Corporation in order to control their waste disposals programs (Paustenbach, 2015).
• Disposing of Solid waste in dumping yards: Solid waste generated from the construction process needs to be dumped and disposed with adequate qualitative measures so that environment does not get affected much. Apart from this, identification must be done in the form of disposition of waste because some waste could be used to generate energy resources.
• Using solar energy:Solar energy should be replaced with the fuel operating machineries. This will enhance the productivity as well as it will leads to the saving environment (Pegasus Print Group, 2014).

Requirements in terms of legislation

Following are the legislations which have a great impact over the health and safety management of the workers in relevance with the Petal Limited:

Work Health and Safety Act (2011)

This act defines the safety and the health issue requirements of the workers of Petal Limited in the workplace. Under this act, organization needs to build an effective workplace for making the employees feel safe and secure. And this leads to the enhancement in the performance of the organization. As Petal Limited is involved in the manufacturing of household chemical’s goods which are used for the purpose of cleaning thus, adequate training and safety measures should be adopted by the organization so that workers could not get harmed themselves while performing the tasks given by their superiors.  Under this act, wellbeing duties of the organization must be fulfilled in terms of the safety and security of the workers. High level management are responsible persons for adopting and improving the work health and safety measures within the workplace (Peltier, 2013).

Threat Identification

In accordance with the AS 4801:2001, following are the risks which could be faced by a business corporation; further the business corporation is responsible for adaptation of adequate measures in relevance with the Work Health and Safety Management System.

• Biological Hazards: These types of hazards could occur due to wrong utilisation of the chemical resources within the organizational workplace. Wrong usage of the chemicals for the production of household cleaning products could promote the biological hazards as those chemicals will be disposed in the land (Potts & Ankrah, 2014).
• Chemical Hazards: Petal Limited is involved in the production of household chemical goods and these chemicals used could leads to the occurrence of chemical hazards if they are not used in an adequate manner.
• Radiation Hazards: There are some processes within the workplace which requires the usage of radioactive rays and it can affect the workforce of the organization and it can leads to the productivity of the organization.
• Mechanical Hazards: Inappropriate usage of the machineries within the workplace without adequate knowledge of using the machinery would leads to the mechanical hazards.
• Electrical Hazards: The risks which generate due to short circuit and due to other faults of workers, electrical hazards could be occurred (Riley, 2014).
• Transferable diseases: Organization needs to make some policies in relation with the infected employees of the workplace. Those workers and the employees should be given leaves or rest for certain period of time so that rest workers of the organization could not get affected from the diseases suffered by the particular number of workers.
• Fire Hazard: Due to chemical used in the manufacturing of finished goods, fire could be occurred in terms of the inappropriate usage of the chemicals or usage of chemicals without adequate information (Part, 2013).
• Accidents: Uncertainties could be occurred within the workplace due to various reasons such as slips and falls within the workplace could leads to the severe injuries to the workers. Diseases could be caused due to airborne issues.
• Ergonomic Hazards: These are the type of hazards which occur due to without appropriate knowledge in terms of handling, pushing, pulling, etc. heavy items within the workplace and this may hurt the worker.

Hazard assessment chart

Table 10: Risk Assessment

Hazard Mitigation

Biological

• Committee in relation with the biosafety practices could be adopted;
• Adequate safety measures needs to adopt to avoid any kind of losses from these types of hazards (Salazar, et. al., 2017).

Chemical

• Adequate training measures should be adopted;
• Personal protective equipment needs to be implemented for improving the safety and security system management.

Electrical

• Safety measures such as emergency alarm system rings in terms of electrical hazards;
• The electrical pots should be out of reach to the workers.

Mechanical

• Implementation of safety measures;
• Adaptation of personal protective measures (Scholz, et. al., 2013).

Radiation

• These processes should be completed with adequate safety measures and within particular period of time;
• Appropriate safety systems such as machineries should be used in terms of the prevention from radiation hazards.

Fire

• Safety alarm should be fitted which could indicate the safety and security team in circumstances of fire occurred;
• Sprinkle system should be adopted (Smith, 2013).

Diseases

• Adequate support needs to be provided to the workers;
• Proper medication should be making available to them (Westpac Group, 2014).

Accidents

• Dust mask should be adopted;
• Warning signs must be used (Sousa, Almeida & Dias, 2014).

Ergonomic

• Adequate training and counselling sessions;
• Proper assistance in relation to deal with these hazards should be adopted (Walker, 2015).

References

AS/NZS 4801:2001, Occupational health and safety management systems – Specification with guidance for use, Standards Australia Limited

AS/NZS ISO 14001:2004, Environment management systems – Requirements with guidance for use, Standards Australia Limited

AS/NZS ISO 9001:2008, Quality management systems – Requirements, Standards Australia Limited

Ashokkumar, D., 2014. Study of Quality Management in Construction Industry. International Journal of Innovative Research in Science, Engineering and Technology, 3(1), pp.36-43.

Baker, J., Bouchlaghem, D., & Emmitt, S., 2013,  Categorisation of fire safety management: Results of a Delphi Panel. Fire Safety Journal, 59, 37-46.

Becker, J., Kugeler, M. and Rosemann, M. eds., 2013. Process management: a guide for the design of business processes. Springer Science & Business Media.

Blackman Jr, W. C., 2016, Basic hazardous waste management. CRC Press.

Blaikie, P., Cannon, T., Davis, I., & Wisner, B., 2014,  At risk: natural hazards, people’s vulnerability and disasters. Routledge.

Boella, M. and Goss-Turner, S., 2013. Human resource management in the hospitality industry: A guide to best practice. Routledge.

Bryman, A. and Bell, E., 2015. Business research methods. Oxford University Press, USA.

Busch, D., Kammann, C., Grünhage, L., & Müller, C., 2012,  Simple biotoxicity tests for evaluation of carbonaceous soil additives: establishment and reproducibility of four test procedures. Journal of environmental quality, 41(4), 1023-1032.

Caldwell, D. J., Mastrocco, F., Margiotta-Casaluci, L., & Brooks, B. W., 2014,  An integrated approach for prioritizing pharmaceuticals found in the environment for risk assessment, monitoring and advanced research. Chemosphere, 115, 4-12.

Choudhry, R. M., 2014,  Behavior-based safety on construction sites: A case study. Accident Analysis & Prevention, 70, 14-23.

Goetsch, D.L. and Davis, S.B., 2014. Quality management for organizational excellence. Upper Saddle River, NJ: pearson.

Hardison, D., Behm, M., Hallowell, M. R., & Fonooni, H., 2014, Identifying construction supervisor competencies for effective site safety. Safety science, 65, 45-53.

Harris, F. and McCaffer, R., 2013. Modern construction management. John Wiley & Sons.

Howarth, T. and Greenwood, D., 2017. Construction Quality Management: Principles and Practice. Routledge.

Hughes, W., Champion, R. and Murdoch, J., 2015. Construction contracts: law and management. Routledge.

Jaber, M.Y. ed., 2016. Learning curves: Theory, models, and applications. CRC Press.

Kelly, J., Male, S. and Graham, D., 2014. Value management of construction projects. John Wiley & Sons.

Li, Z., Ma, Z., van der Kuijp, T. J., Yuan, Z., & Huang, L., 2014, A review of soil heavy metal pollution from mines in China: pollution and health risk assessment. Science of the Total Environment, 468, 843-853.

Mok, C., Sparks, B. and Kadampully, J., 2013. Service quality management in hospitality, tourism, and leisure. Routledge.

New South Wales Government 2014, WorkCover Authority of NSW, viewed 1st May 2014 < https://www.workcover.nsw.gov.au >

Nickson, D., 2013. Human resource management for hospitality, tourism and events. Routledge.

Oakland, J.S., 2014. Total quality management and operational excellence: text with cases. Routledge.

Palanivel, K., Saravanavel, J., &Gunasekaran, S., 2015,  Disaster Management (Vol. 1). Allied Publishers.

Panduro, T. E., &Veie, K. L., 2013, Classification and valuation of urban green spaces—A hedonic house price valuation. Landscape and Urban planning, 120, 119-128.

Papp, J., 2014. Quality Management in the Imaging Sciences-E-Book. Elsevier Health Sciences.

Part, A., 2013, Fire Safety Management.

Paul, D., Peterson, K., &Chavdarian, P. R., 2014, Designing cold ironing power systems: electrical safety during ship berthing. IEEE Industry Applications Magazine, 20(3), 24-32.

Paustenbach, D. J., 2015,  Human and Ecological Risk Assessment: Theory and Pactice. John Wiley & Sons.

Pegasus Print Group 2014, A company that cares about our environmental future, NSW, viewed 1st May 2014 < https://www.pegasusprintgroup.com.au/environment.html>

Peltier, T. R., 2013, Information security fundamentals. CRC Press.

Potts, K. and Ankrah, N., 2014. Construction cost management: learning from case studies. Routledge.

Riley, M., 2014. Human resource management in the hospitality and tourism industry. Routledge.

Salazar, E.A., Briones, J.M., De Castro, J.S.S., De Chavez, A.C., Endozo, J.B.I., Rivera, J.C. and Festijo, B.T., 2017. Teaching Performance of Hospitality and Tourism Management Faculty among selected Universities in Batangas City, Philippines. Journal of Tourism and Hospitality Research, 14(1).

Scholz, S., Sela, E., Blaha, L., Braunbeck, T., Galay-Burgos, M., García-Franco, M., … & Tobor-Kap?on, M., 2013, A European perspective on alternatives to animal testing for environmental hazard identification and risk assessment. Regulatory toxicology and pharmacology, 67(3), 506-530.

Smith, K., 2013,  Environmental hazards: assessing risk and reducing disaster. Routledge.

Sousa, V., Almeida, N. M., & Dias, L. A., 2014,  Risk-based management of occupational safety and health in the construction industry–Part 1: Background knowledge. Safety science, 66, 75-86.

Walker, A., 2015. Project management in construction. John Wiley & Sons.

Westpac Group 2014, Company Overview, Australia, viewed 15th April 2014 < https://www.westpac.com.au/about-westpac/westpac-group/company-overview/>