TASK 1: Quality Management System (QMS) / ISO 9001:2008. Complete the following

tasks using the example of a 5-star international hotel.

1.1: Write a Quality Policy in accordance with the ISO 9001:2008 (half-page).

Ibis, an international hotel company owned by Accor Hotels, boasts as being the leader in

the hotel industry by being able to provide top quality amenities and services within a welcoming

environment at the best value for money. The facilities anticipated from modern hotels given by

motivated teams dedicated to meeting customer needs round the clock are but a few of what Ibis

offers.

Through economical, modern and full service hotels, Ibis meets the anticipations of large

business and leisure clienteles. Celebrated for its high standard of quality, competitive and

welcoming staff, the Ibis business model conveys an unparalleled approach around the world.

The reputation of Ibis is summed through the statement: “At Ibis Hotels, save on price,

not in service,” whose brand strategy touches all features of hotel life including the equipment,

staff, services and procedures, taking its motivation from its determination to provide the best

quality of service at a reasonable price.

1.2: Identify at least 5 stakeholders. For each stakeholder identify at least 1 stakeholder need.

Now identify at least 5 processes that are needed to fulfill the stakeholder needs (one page).

Hotel Guests

o Quality Accommodation

Booking

Security

Food and Beverage

Events Management

Relaxation

Hotel Managers

o Integrated information system

Accurate inventory of rooms, equipment, and facilities.

Up-to-date information regarding customers’ needs and wants.

Real-time access to needed corporate information.

Staffing concerns.

Guest information for historical data purposes

Employees

o Occupational Safety and Health

Training and development

Steady source of income

Continuing Education

Healthy and safe working environment

Elimination of any anticipated risks

Community

o Social development programs

Employment opportunities for constituents within the immediate area that the hotel operates

Educational programs for local employees

The community is the immediate recipient for its corporate social responsibilities

Development of infrastructure that would help in the economic growth of the community

Healthcare programs provided to the families of the employees of Ibis.

Environment

o Elimination of waste and waste products

ISO 14001 certification of all hotels and resorts

Reduction in natural water consumption by making use of water flow control valves

Save energy and promote renewable energy sources such as water-heating solar powers.

Waste sorting, assuring that waste is processed and complies with local regulations

Institution of policies regarding conservation of energy and water to employees through training

1.3: Pick one process from previous task; identify at least 10 inputs and 5 outputs for that

process (half page).

INPUTS PROCESS OUTPUTS

 Reception and services 24/7

Booking

and

Accommodation

Customer Satisfaction  Well-designed rooms

 Wide range of restaurants

Continuous Improvement  Breakfast from 4 a.m. to noon

 Quick and simple booking

Growth in Revenue and Expansion of

Customer Base 

 Special offers for leisure

occasions

 Hotel guests

Innovation  Employees

 Information System

Customer Loyalty  Price or hotel rates

1.4: For the process used in 1.3, determine 5 performance parameters and 5 methods that can be used

to measure those performance parameters.

PERFORMANCE

PARAMETERS MEASUREMENT METHODS

 Customer satisfaction  Surveys and number of bookings International rankings  Awards Employee training and development  Employee attrition rate and surveys

 MarketingIncrease of online or mediated bookings through TARS booking system

 Level of contribution to Hotel Industry  Expansion into other countries/ growth

1.5: Identify at least 5 key elements (components) that are needed to implement a continuous

improvement program for this organization. Provide a brief description for each element.

Customer feedbacks and surveys can supply the organization with the current concerns of

hotel guests are. Constant observation of the satisfaction of the guests provides essential

information with regards to their needs, demands, and expectations for the hotel are.

A suitable management structure. The support of key management and the coordination

of all employees are designed to fulfill the technical requirements involved in the sections

of quality, service, food safety, environment and occupational health and safety.

The maintenance, constant improvement and continuous internal audits and monitoring

of infrastructure, procedures and equipment that would ensure the ability of the

organization to uphold its objective of always having up-to-date or modern room

accommodations and recreational facilities.

The nonstop training and education of all involved personnel, encouraging innovation

and motivation along the line of customer services.

The conformity and above average participation with important statutes, principles and

agreed and predetermined duties and necessities towards shareholders and guests.

http://www.ibishotel.com/gb/home/index.shtml

(Ibis Hotels, 2010) (Rapu

Ibis Hotels. (2010, January 01). Retrieved October 4, 2010, from Ibis Hotels Web Site: http://www.ibishotel.com/gb/home/index.shtml

Rapu-Rapu Mining Inc. (2010, January 1). Retrieved October 4, 2010, from Rapu-Rapu Mining Inc Web

Site: http://www.infomine.com/minesite/minesite.asp?site=rapurapu

-Rapu Mining Inc, 2010)