Midterm QSM

• Training


  A process of increasing knowledge and skills of an employee
• Development


  An educational process primarily concerned with gaining knowledge and the overall growth and improvement of employees' abilities
• Providing a plethora of services the businesses must make sure that all of the aspects is of quality
• It is impossible to emphasize the significance of employee training in the industry since every position strives to provide complete customer pleasure
• The most effective outcomes from a training program may be obtained in focusing on the areas that need development
• You should begin training your new employees as soon as possible after they are hired, educating them your standard operating procedure as well as the details of the tasks
• Training plan


  A document that conveys to the management and other stakeholders the specifics of the planned training program
• Five-phased Instructional System Design

  1. Analysis phase

  2. Design phase

  3. Development phase

  4. Implementation phase

  5. Evaluation phase
• Analysis phase


  • Identifies and explains the current knowledge and skills and instructional issues, goals objective, learning environment, audience type, limitations, and delivery choices
• Design phase


  • Specifies learning goals, assessment tools, activities, content, subject matter, lesson plans, medium, and presenting styles for such materials
• Development phase


  • Develops and assembles training material elements, such as storyboards, textual content, presentation, graphics. and e-learning, conceived during the design phase
• Implementation phase


  • Involves facilitator, learning outcomes. execution of planned delivery methods, testing and on-going improvement of processes and techniques
• Evaluation phase


  • Allows the users, instructors, and other stakeholder to assess and comment on the training program and supporting artifacts, Instructions, and methods
• Four-level Evaluation Model


  • Reaction - how participants reacted to the program
  • Learning - assess the extent students have advanced their knowledge, skills and attitudes
  • Knowledge transfer - measure the change in behavior due to the training
  • Results - measures of success in terms that the management and executives can understand
• Many hospitality and tourism companies are now aware that human capital, rather than financial capital, should serve as the beginning point and ongoing foundation of successful corporate strategy
• Motivation


  A factor or set of variables that motivate employees to perform their job duties or career objectives
• How employee motivation works in the H&T industry

  • Appeals to our emotions are the most effective way for someone to inspire us to do some action
  • To be effective they must be sensitive to our needs, emotion, and objectives
  • When motivated a person's potential is brought out to its fullest
• Types of employee motivation

  • Intrinsic motivation
  • Extrinsic motivation
  • Affiliation motivation
  • Competence motivation
  • Power motivation
  • Attitude motivation
  • Fear motivation
• Intrinsic motivation


  When the job itself drives you to do better. Elements may include; curiosity, challenge, control, recognition, cooperation, competition, fantasy
• Extrinsic motivation


  When you are motivated either by incentives or punishment
• Affiliation motivation


  Desire to build social connection with other individuals. There are 3 fundamental impulses people have: connection, power, and success
• Competence motivation


  Desire to be excellent at something allows a person to high-quality work consistently
• Power motivation


  Desire to have an impact on others and to alter circumstances
• Attitude motivation


  Refers to how individuals believe and feel about something
• Fear motivation


  A person is coerced into doing against their will when they are motivated by fear
• Employee motivation refers to dedication, enthusiasm, and creativity that any employee demonstrate throughout their workday
• Benefits of employee motivation for the industry

  • Increase level of production
  • Increased level of creativity
  • Lower level of absenteeism
  • Lower level of staff turnover
  • Excellent reputation and more robust recruitment
• Delivering excellent service to customers is the primary objective that every business tries to achieve
• Service delivery system


  A collection of technologies and networks intended to meet customer requirements, desires, or objectives
• The service must be accurate and consistent to meet the quality management principle "Do it right the first time"</b>
• 4 key elements of service delivery system

  • Service culture
  • Service quality
  • Employee engagement
  • Customer experience
• Elements for categorizing service delivery system

  • Type of layout
  • Push/Pull orientation of Service Delivery Process
  • Degree of process standardization
  • Different services offered
  • Use of information technologies
  • Back and Front Activities Relationship
  • Human resource Specialization
  • Degree of customer participation
  • New Product/Service Design and Development
• Phases in planning delivery system

  1. Planning (Before)

  2. Monitoring (During)

  3. Evaluation (After)
• Planning techniques in service delivery system

  • Blueprinting
  • Universal Service Map
  • Fishbone Analysis