CBM 001 – Operations Management

URATEX COMMITS TO PRODUCT QUALITY

1. What approach in quality has Uratex brand used to excel? Explain briefly.
Uratex used User-based-quality to serve their customers better. They focused on
meeting the needs, wants, and desires of their customers. They emphasize the idea that
quality is what the user perceives it to be, rather than being based solely on objective
measures or internal standards. Uratex prioritize the perceptions and experiences of
their actual users. They put effort and commitment to adapt the needs of their customers
by prioritizing user experience and incorporating user feedback into their product
development process, they created products that resonate with their target audience,
stand out from the competition, and ultimately achieve sustainable success.

2. How would you qualify Uratex brand using the three quality types of design, quality of
conformance, and quality of performance? Discuss further.
In terms of design quality, Uratex focuses on the users needs and performances. They
address common sleep concerns like back pain, heat retention, or restlessness? They
also offer diverse options for different sleeping styles and body types to have a better
sleeping position. Uratex also focuses on comfortability when using and proper sleep
posture.

Quality of conformance of Uratex adhere to recognized industry standards and have a

quality control processes in place of their productions.

Also, they qualify with the quality of performance as they provide long-lasting comfort
and adequate support for their costumers. They also maintain a good quality and
functionality over time.

3. Can Uratex brand make use of reengineering to further improve its mattresses? Defend
your side.
Yes, for me, Uratex has the potential to utilize reengineering to further improve its
mattresses in several ways. However, whether it's actually beneficial depends on
different factors. They should first analyze the production process, rom design and
material sourcing to manufacturing and distribution. This could reveal and eliminate
bottlenecks, optimize resource allocation, and reduce costs. They should decide which
aspects of the mattress production process to reengineer is crucial. Focusing only on
specific elements might not yield significant improvements, while a wider scope could be
overwhelming. Reengineering can encourage Uratex to focus on user needs and
preferences even more deeply. This could lead to mattresses better tailored to different
demographics, sleep styles, and comfort expectations.

Uratex has the potential to benefit from reengineering its mattress production, but careful
planning, cost-benefit analysis, and consideration of user needs and market trends are
essential for success. Furthermore, to assess the true feasibility and potential impact of
reengineering for Uratex, access to internal data, production processes, and customer
feedback would be necessary. These are not publicly available.
SERVICE QUALITY AT THE EXCELLENT HOTEL
1. In what particular quality level does the problem of Mr. Brey Ong occurred? Explain

Mr. Brey Ong’s problem occurred when there are lapses in Organizational Level. When
we say Organizational Level, it means that it should discuss the overall excellence and
effectiveness of an organization in meeting its customer’s needs and achieving its goals.
From the very beginning, the hotel lack of assistance to offer for their customers. When
Mr. Ong approached Ms. Serra, she heard all of the issues that the customer
encountered throughout their stay in the hotel. In terms of organizational level of quality,
the Excellent Hotel do have a lot of things to settle because there was mismanagement
within the hotel that leads to lack of services.

Also, issues arises when the process level did not reach what it supposed to do. Each
individual should have a quality that helps an organization in doing what is right but
because they lack collective contributions to the organizational level, they did not reach
what the customer expected from their services. After assessing all the issues, it turned
out that the company have a problem with the organizational level of quality as well as in
the process level of quality.

2. How should quality be defined in a hospital industry like a hotel? How would you asses
the quality of Excellent Hotel? Describe briefly.

When we say quality in an industry such as hotel, it means that a hotel aims to satisfy its
customers with its services. They must exceed expectations and the quality should go
beyond meeting baseline needs that involves surpassing guest expectations in different
areas. While the quality of Excellent Hotel did not reach the standard of a hospitality
industry. They accommodated all of their guests but there were problems encountered
which is supposed not to happened in the first place. If the management of the hotel
have a better distribution of work, issues like mismanagement of the hotel rooms. When
the hotel clerk gave the room key, she should give the room with no other guest, but
because of miscommunication with the management, she gave the wrong room.
Regardless the issues and delayed encountered, they still manage to settle the issues
like giving Mr. Ong different room because they have double room booking. The
Excellent Hotel may not reach the customer’s expectation, at least they had a chance to
arrange and settle the problems they encounter.

3. What proposals should Gilda Serra recommend to the general manager considering the
complaint of Mr. Ong? Discuss.
First, she should discuss the process of hotel check-in services. The hotel must have a
pre-arrival confirmation of booking to secure that they have a room reserved for the
guests.
Second, when the guests arrive at the hotel, they should proceed to the reception to
settle the hotel bookings, room reserved, and the information that the guests should
know about. This is to avoid miscommunication within the management.
Third, the hotel should have staffs that will help the guests with their luggage or bellhops
that serves as help with the guests’ luggage.
The hotel should have a better communication within the management to avoid conflicts
and settle issues quickly. They should have a better resolution for every conflict that they
might encounter. Successful resolutions require commitment, effort, and continuous
evaluation. By setting clear goals, taking action, and monitoring progress, hotel
management can achieve lasting improvements and ensure a brighter future for their
business.