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Choose ONE hotel in the hotel industry to answer below questions. PLEASE EXPLAIN IN DETAILS. GIVE A LONG EXPLAINATORY ANASWER.

INTRODUCTION

Task 1

a) Discuss definitions of quality in terms of business and services provision.

b) Explain and illustrate earlier processes of inspection and assurance.

c) Discuss a range of quality management approaches organizations can adopt clearly highlighting the similarities and differences between the different methods.

Task 2

a) Discuss what is meant by customer satisfaction in the context of the chosen hotel.

b) Explain the meaning of continuous improvement with reference to the chosen hotel.

c) Illustrate the type of added values and benefits the chosen hotel would gain from implementing effective quality management.

d) Describe importance the chosen company gives to effective marketing and the types of information made available to customers by the chosen hotel.

Task 3

a) Explain how quality management can be measured by the chosen hotel.

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Read the following situation and answer the questions below

According to the newspaper Business Line, big pharma lures doctors through high value bribes through medical representatives, such as smartphones, credit cards, e-vouchers etc, according to a study conducted by Support for Advocacy and Training to Health (SATHI). The study is based on 50 in-depth interviews with medical representatives in six cities. “From high value gifts like smartphones costing ?80,000, microwave ovens, tablets, silver items, gold jewellery to petro-cards, credit cards, e-vouchers for online shopping are trends in promotional practices among doctors,” the study reported. And at the receiving end of this are medical representatives who are tracked by their supervisors using iPads, which is a source of constant stress, said the study. “We don’t have data on how many medical representatives are committing suicide. Three months ago, a representative of Mankind pharma committed suicide in Gurgaon. Last month, a representative of Alkem in Uttar Pradesh killed himself,” said Pankaj Kumar, Secretary of Federation of Medical and Sales Representatives’ Associations of India (FMRAI). A trend of the propaganda and distribution companies are new entities which are franchisees of the pharma companies who buy drugs in bulk from manufacturers, give their own brand names and directly sell them to retailers and doctors at huge discounts and incentives including gifts, cash, hospitality and travel facilities, said the study. The study added that the pharma companies offer bribes up to ?50,000 showing doctors as principal investigators in research paper when they have had nothing to do with the research. There is no law to regulate unethical promotional practices prevalent in pharmaceutical industry. “A year and a half ago, a draft of regulatory codes which was sent to Law Ministry to reign in unethical practices under Essential Commodities Act was rejected. Yet, the Ministry of Health in a reply to a Right of Information (RTI) report said that the draft was being discussed,” said Amitava Guha, co-convenor of Jan Swasthya Abhiyan. 2 Puneet Bedi, senior gynaecologist from private-run Apollo Hospital, said: “Drug companies are traditional villains, then come the equipment manufacturers, then are corporate hospitals for incentives, and the latest in the line are corporate labs who are major players luring doctors to prescribe unrelated tests.” Bedi recounted a case of a pharma company CEO who told him, “Everyone has their price – just name yours.” He further added that he signed as many as 40,000 cheques per month allegedly in bribes to doctors. “He was surprised to know that I don’t accept bribes,” said Bedi. Based on the Situation Answer the following Questions

1. Based on the article ‘ Avoiding Ethical Danger Zones’ discuss the framework that you would suggest managers to keep in mind to improve ethical decision making among managers.

2. The article ‘Learning To Navigate The Roughs Seas of Ethics’ focuses on a minefield of ethical dilemmas that managers can face in their lifetime. Based on the article discuss the three myths and how addressing them will help managers to be better prepared to put ethics into action in business situations.

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‘SuperMart, a newly established manufacturing company, would like to optimize its product and distribution system to cope with the increasing cost pressure. Currently, the company produces its products in four plants located in different areas and two distribution centres (DC) to store products. All products are produced in plants and transported to distribution centres to store after products are produced. Then, the products are transported to its three stores located in different areas. The product quality produced in different plants is the same, but the production unit costs are different due to the differences in labour and material costs. The production capacities in different plants are different as well. The unit transportation costs (from plants to distribution centres), production unit costs, and plant capacities of each plant are presented in the table below. Information related to plants Cost of transport to DC 5 Cost of transport to DC 6 Plant capacity Production unit costs Fixed costs 4 5 10 12 5 6 Plant 1 Plant 2 Plant 3 Plant 4 6,000 10,000 20,000 15,000 12,000 11,000 10,000 8,000 9 7 13 15 2 3 The unit transportation costs (from distribution centres to stores) presented in table below. The demand for Store 7, Store 8 and Store 9 are 5,000, 4,000, and 6,000 respectively. Information related to customers Cost of transport to Store 7 Cost of transport to Store 8 2 3 Cost of transport to Store 9 4 DC 1 5 DC 2 4 5 As for the manufacturing plants, if SuperMart decides to produce products in a plant, a fixed cost will be incurred. Formulate an integer linear programming (ILP) model that helps the company to decide the production and transportation plan. You do not need to solve the model.

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How could Katie use the five-step decision making model, shown in figure 1 below, to evaluate her options and possible strategies for the lay-off? Figure 1) The Rational Decision-Making Process, Identify the Problem ? Create Alternative Solutions to the Problem ? Identify the Best Alternative ? Implement the Chosen Alternative ? Evaluate the Decision and the Decision Process. 2. Using Kotter and Schlesinger’s six tactic approach, shown below in figure 2, what are some techniques that Katie might have employed to manage or try to control the union’s resistance? Figure

2) Kotter and Schlesinger Six Tactic Approach for Overcoming Resistance to Change, Education and Communication, Participation and Involvement, Facilitation and Support, Negotiation, Manipulation and Co-optation, Coercion and Threats.
3. From the case facts and circumstances, there seems to have been little trust between St. Rita’s and the Union. However, it appears that trust might be starting to develop between Katie and Debbie. Using the continuum of Deterrence Based, through Knowledge Based, to Identification Based Trust, what are some of the fundamental aspects of trust that come into play in this situation?

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