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TASK 1: Quality Management System (QMS) / ISO 9001:2008. Cm!lete t"e #ll$ing

tas%s using t"e e&am!le # a 'sta intenatinal "tel.

1.1: Write a Quality Policy in accordance with the ISO 9001:2008 (half-a!e".

I#i$% an international hotel co&any owned #y 'ccor otel$% #oa$t$ a$ #ein! the leader in

the hotel indu$try #y #ein! a#le to ro)ide to *uality a&enitie$ and $er)ice$ within a welco&in!

en)iron&ent at the #e$t )alue for &oney. +he facilitie$ anticiated fro& &odern hotel$ !i)en #y

&oti)ated tea&$ dedicated to &eetin! cu$to&er need$ round the cloc, are #ut a few of what I#i$

offer$.

+hrou!h econo&ical% &odern and full $er)ice hotel$% I#i$ &eet$ the anticiation$ of lar!e

#u$ine$$ and lei$ure clientele$. ele#rated for it$ hi!h $tandard of *uality% co&etiti)e and

welco&in! $taff% the I#i$ #u$ine$$ &odel con)ey$ an unaralleled aroach around the world.

+he reutation of I#i$ i$ $u&&ed throu!h the $tate&ent: 't I#i$ otel$% $a)e on rice%

not in $er)ice%/ who$e #rand $trate!y touche$ all feature$ of hotel life includin! the e*ui&ent%

$taff% $er)ice$ and rocedure$% ta,in! it$ &oti)ation fro& it$ deter&ination to ro)ide the #e$t

*uality of $er)ice at a rea$ona#le rice.

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1.2: Identify at lea$t $ta,eholder$. or each $ta,eholder identify at lea$t 1 $ta,eholder need.

ow identify at lea$t roce$$e$ that are needed to fulfill the $ta,eholder need$ (one a!e".

otel 3ue$t$

o Quality 'cco&&odation

4oo,in!

Security

ood and 4e)era!e

5)ent$ 6ana!e&ent

7elaation

otel 6ana!er$

o Inte!rated infor&ation $y$te&

'ccurate in)entory of roo&$% e*ui&ent% and facilitie$.

-to-date infor&ation re!ardin! cu$to&er$ need$ and want$.

7eal-ti&e acce$$ to needed cororate infor&ation.

Staffin! concern$.

3ue$t infor&ation for hi$torical data uro$e$

5&loyee$

o Occuational Safety and ealth

+rainin! and de)elo&ent

Steady $ource of inco&e

ontinuin! 5ducation

ealthy and $afe wor,in! en)iron&ent

5li&ination of any anticiated ri$,$

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o&&unity

o Social de)elo&ent ro!ra&$

5&loy&ent oortunitie$ for con$tituent$ within the i&&ediate area that

the hotel oerate$

5ducational ro!ra&$ for local e&loyee$

+he co&&unity i$ the i&&ediate reciient for it$ cororate $ocialre$on$i#ilitie$

;e)elo&ent of infra$tructure that would hel in the econo&ic !rowth ofthe co&&unity

ealthcare ro!ra&$ ro)ided to the fa&ilie$ of the e&loyee$ of I#i$.

5n)iron&ent

o 5li&ination of wa$te and wa$te roduct$

ISO 1

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1.=: Pic, one roce$$ fro& re)iou$ ta$,> identify at lea$t 10 inut$ and outut$ for that

roce$$ (half a!e".

I*+,TS +-OCSS O,T+,TS

7ecetion and $er)ice$ 2

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+A-AMT-S

u$to&er $ati$faction Sur)ey$ and nuer of #oo,in!$

International ran,in!$ 'ward$

5&loyee trainin! and de)elo&ent 5&loyee attrition rate and $ur)ey$

6ar,etin!

Increa$e of online or &ediated #oo,in!$ throu!h +'7S

#oo,in! $y$te&

Ae)el of contri#ution to otel

Indu$try 5an$ion into other countrie$? !rowth

1.: Identify at lea$t ,ey ele&ent$ (co&onent$" that are needed to i&le&ent a continuou$

i&ro)e&ent ro!ra& for thi$ or!aniBation. Pro)ide a #rief de$crition for each ele&ent.

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u$to&er feed#ac,$ and $ur)ey$ can $uly the or!aniBation with the current concern$ of

hotel !ue$t$ are. on$tant o#$er)ation of the $ati$faction of the !ue$t$ ro)ide$ e$$ential

infor&ation with re!ard$ to their need$% de&and$% and eectation$ for the hotel are.

' $uita#le &ana!e&ent $tructure. +he $uort of ,ey &ana!e&ent and the coordination

of all e&loyee$ are de$i!ned to fulfill the technical re*uire&ent$ in)ol)ed in the $ection$

of *uality% $er)ice% food $afety% en)iron&ent and occuational health and $afety.

+he &aintenance% con$tant i&ro)e&ent and continuou$ internal audit$ and &onitorin!

of infra$tructure% rocedure$ and e*ui&ent that would en$ure the a#ility of the

or!aniBation to uhold it$ o#Cecti)e of alway$ ha)in! u-to-date or &odern roo&

acco&&odation$ and recreational facilitie$.

+he non$to trainin! and education of all in)ol)ed er$onnel% encoura!in! inno)ation

and &oti)ation alon! the line of cu$to&er $er)ice$.

+he confor&ity and a#o)e a)era!e articiation with i&ortant $tatute$% rincile$ and

a!reed and redeter&ined dutie$ and nece$$itie$ toward$ $hareholder$ and !ue$t$.

htt:??www.i#i$hotel.co&?!#?ho&e?inde.$ht&l

(I#i$ otel$% 2010" (7au

Ibis Hotels. (2010, January 01). Retrieved October 4, 2010, from Ibis Hotels eb!ite" #tt$"%%&&&.ibis#otel.com%'b%#ome%inde.s#tml

Rapu-Rapu Mining Inc. (2010, January 1). Retrieved October 4, 2010, from Ra$u

Ra$u *inin' Inc eb !ite"htt:??www.info&ine.co&?&ine$ite?&ine$ite.a$D$iteEraurau

http://www.ibishotel.com/gb/home/index.shtmlhttp://www.infomine.com/minesite/minesite.asp?site=rapurapuhttp://www.infomine.com/minesite/minesite.asp?site=rapurapuhttp://www.ibishotel.com/gb/home/index.shtmlhttp://www.infomine.com/minesite/minesite.asp?site=rapurapu

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-7au 6inin! Inc% 2010"