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RHM 303 Chapter 3 - The Quest for Quality
Transcript of RHM 303 Chapter 3 - The Quest for Quality
Created the cycle that the contains the
following four steps:
The IDEAL Model
is a roadmap to initiating, planning, and implementing improvement actions.
Consist of Five Phases:
ISO and the Quest for Quality
ISO 9000 consists of twenty clauses that govern in minute detail all of the requisites for an ISO certified quality-management system.
ISO 14000 environmental management standards were developed to meet the demand for a single international standard for businesses that wish to reduce their environmental footprint by decreasing the pollution and waste they produce.
Integrating Quality Management into Hospitality Operations
Fundamental quality principles that hospitality managers can use to attract and keep guests include:
1. Get back to the basics. Clean, comfortable and in working order facility.
2. Use quality-management technologies.
3. Make guests feel special.
4. Be consistent.
The components of perceived service quality have been identified as:
Assurance: guest feel confident that service will be correct
Tangibles: quality of physical environment and materials used in providing the service
Responsiveness: to customer individual needs
Empathy: courtesy, understanding, and friendliness
In the 1970s Profit Impact of Market Strategy (PIMS) Project
Improving product quality
The Evolution of Quality Management
Quality is a moving target.
Quality as defined by the ever-changing wants and needs of guests and the offerings of competitors.
TQM, Quality Assurance, Quality Control, Quality Circles, Continuous Improvement, are all programs developed to ensure quality.
W. Edwards Deming and Quality Management
Demings 14 Points
1. Create Constancy of Purpose, 2. Adopt New Philosophy, 3. Crease Dependence on Inspection to Achieve Quality, 4. End the Practice of Awarding Business on the Basis of Price Tag, 5. Improve constantly and forever the system of production and service, 6. Institute Job Training, 7. Institute Leadership, 8. Drive Out Fear, 9. Break Down Barriers Between Departments, 10. Eliminate Slogans, 11. Eliminate Work Standards (Quotas), 12. Remove Barriers to Rob Employees of Pride of Workmanship, 13. Institute Vigorous Program of Education and Self-Improvement, 14. Put everybody in the company to work to accomplish the Transformation.
Joseph Juran and Quality Management
Juran's 10 Step Quality Improvement Process
1. Build awareness of the need and opportunity for improvement
2. Set goals for improvement
3. Organize to reach the goals.
4. Provide training throughout the organization.
5. Carry out projects to solve problems.
6. Report Progress 7. Give recognition
8. Communicate results. 9. Keep score
10. Maintain momentum by making annual improvement part of the regular systems and processes of the company.
Walter Shewhart and the Shewhart Cycle