QUALITY MANAGEMENT

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Created by
Andrea Laude

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  • Southwest Airlines said, "if you can't deliver, someone else will"
  • 5 reasons for quality becoming a cardinal priority for oraganizations
    1. COMPETITION
    2. CHANGING CUSTOMER
    3. CHANGING PRODUCT MIX
    4. PRODUCT COMPLEXITY
    5. HIGHER LEVELS OF CUSTOMER SATISFACTIONS
  • QUALITY GURUS
    -JOSEPH M. JURAN
    -WALTER A. SHEWART
    -KAORU ISHIKAWA
    -W. EDWARDS DEMING
    -ARMAND FEIGENBAUM
    -PHILIP CROSY
    GENICHI TAGUCHI
  • Quality Gurus- individuals who have been identified as making a significant contribution to improving the quality of goods and service.
  • Quality perspective
    1. perfection
    2. consistency
    3. eliminating waste
    4. speed of delivery
    5. compliance with the policies and procedures
    6. doing it right the first time
    7. delighting of pleasing customers
    8. total customers satisfaction and service
  • technical quality- core element of the good or service
  • functional quality- customer perception of how good functions or the service is delivered
  • customer prior expectations- generalized and specific service experiences
  • satisfaction- perception of performance or expectation
  • product features- refers to the quality of design
  • freedom from deficiencies- refers to the quality of conformance, high conformance means fewer complaints
  • THE HOLIDAY INN - The best surprise is no surpise.
  • For us to give the best quality to our guest is with consistency
  • THE HOLIDAY INN- the best gift is when our guests arrive at our establishments, they will not be surprised.
  • IF YOU ARE CONSISTENT, YOU ARE A GOOD QUALITY.
  • Quality if essential characteristic or superior
  • QUALITY is customer satisfaction
  • QUALITY is fitness for use.
  • TQM- A comprehensive, organization-wide effort to
    improve the quality of products and services,
    applicable to all organizations.
  • TQM- TOTAL QUALITY MANAGEMENT
  • PRODUCT- the output of process carried out by the organization, it may be goods or services.
  • CUSTOMER- anyone who is impacted by the product or process delivered by an organization.
  • external customer- the end user as well as intermediate processors other external customers (outsider or usual customer)
  • internal customer- other divisions of the company that receive the processed product (part of the company, employee)
  • 2 features of a product
    1. Goods
    2. Services
  • The hospitality industry is made up of organizations that
    offer guests, courteous, professional food, drink and
    lodging services, alone or in combination.
  • Guest Experience – sum total of the experience hat the
    guest has with the service provided on a given occasion
    or set of occasions
  • Moments of Truth – any key or crucial moment or
    period during a service encounter, a make or break
    moment; subsequently expanded by others to include
    any significant or memorable interaction
  • Guestology – The study of
    guests and their behavior –
    their wants, needs and
    expectations – with the aim of
    aligning the organization’s
    strategy, staff and systems so
    as to provide outstanding
    service to guests
  • GUESTOLOGY DEFINED
    1. SERVICE PRODUCT
    2. SERVICE SETTING
    3. SERVICE DELIVERY
  • A guestologist seeks to understand
    and plan for the expectations of
    an organizations’ target customers
    before they even enter the service
    setting, so that everything is ready
    for each guest to have a successful
    and enjoyable experience
  • Service - intangible part of a transaction relationship
    that creates value between a provider organization and
    its customer, client or guest
  • Services can be provided directly to the customer or it
    can be done for the customer
  • Services can be provided by a person or via technology.
  • SECTORS
    • FINANCE, INSURANCE, REAL ESTATE
    • AGRICULTURE, MINING, CONSTRUCTION
    • MANUFACTURING
    • GOVERNMENT
    • OTHER SERVICES
    • PROFESSIONAL AND BUSINESS SERVICE
    • EDUCATIONAL AND HEALTH SERVICES
    • TRANSPORTATION, WAREHOUSING, UTILITIES
    • WHOLE AND RETAIL TRADE
  • Service is a technical after-sale function that is provided by the service department.
  • Old view of service =
    Customer Service Center
  • Old: Service = wrench time
  • GOODS
    • TANGIBLE
    • STANDARDIZED
    • PRODUCTION SEPARATE FROM CONSUMPTION
    • NONPERISHABLE
  • SERVICES
    • INTANGIBLE
    • HETEROGENOUS
    • SIMULTANEOUS PRODUCTION AND CONSUMPTION
    • PERISHABLE