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The Culture of Arnold Palmer Hospital

In: Business and Management

Submitted By Philly1981
Words 983
Pages 4
CASE 4

4.1. Quality is the ability to meet the target operational goals. Any measurement of quality should therefore be defined in the way it is able to satisfy the expressed and the implicit need of the process. There are many ways that the hotel can use to measure quality aspects of its operations.
One of such way would be through the assessment of the external quality which in this case refers to customer satisfaction. Customer satisfaction can be assessed through various means using the financial and non financial attributes. The overall satisfaction of the consumer is expressed in their reaction towards the product or services offered. A simple survey using a questionnaire can be used to collect data about the satisfaction of the customer. The increase or decrease in the number of customer served can also be sued to assess the satisfaction of customer and therefore the improvement in quality (Drucker, 2004).
The other way can be through the assessment of the internal quality marked by the efficiency of the internal operation of the hotel. This can be assessed by the way in which hotel function in scheduling of jobs, reduction in internal conflicts, reduced complains from the customers. These are some of the way that can be used to assess internal quality improvement. But the generally the delivery of services to customers will be the best way that will be used to assess improvement in quality of goods and services.

4.2. The purpose of any quality improvement procedure will be to ensure that a company charges the way it had been operating before and it adapts a new way of operation which will improve the delivery of services as compared to the way it had been done before. It is one thing to talk about improving quality and another thing to improve quality. Therefore for a company that really intends to improve quality, there has to be actions that…...

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