What is hotel quality assurance (Quality Assurance Management)

by Hotel Training on Sunday, May 2, 2010 at 1:47am

INTRODUCTION

Quality management is a process whereby people move to reach the goal.

Purpose

1. Improve understanding of the aspects of quality of service applications either hotel rooms or food & beverage.

2. Increasing the motivation of employees and managers in the implementation of tasks based on standards.

3. Improve the ability of employees and managers in identifying the relationship between efforts to improve the quality of

the service performance of employees and managers.

4. To obtain customer satisfaction / guest and benefits and job satisfaction.

Views About the "Quality"

Opinions about the definition of quality varies, three renowned experts in the field of business his opinion about the quality.

W. W. Edward Deming was a genius who is famous for revitalizing the Japanese business industry, with a focus on "Total

Quality Management (TQM)" and "continuous Quality Improvement (CQI). The concept of quality in the "Deming Chain

Reaction" stressed that to achieve a successful organization or business, has made the following formulation:

1. Continuously improve quality,

2. Reduce costs in a way; pressing mistakes in work, preventing recurrence, pressing the delays and the use of time and

resources better resource.

3. Increase productivity,

4. Capturing market share with good quality and lower prices.

5. Stay in the business corridor.

6. If all people want to improve and develop an efficient system will be able to produce higher quality with low cost.

Philip. Philip. B. B. Crosby argued that:

1. Quality is the degree of compliance with specified requirements.

2. Quality is the suitability of the need, if the low quality is the result of the lack conformity. Quality is not the same as a

luxury. A product or service in accordance with all specifications will be qualified to say, any form of products. Recognized

that there is close correlation between the cost and quality. Quality must be achieved, can be measured, can provide

benefits and to achieve it requires hard work. A system-oriented quality improvement will help prevent errors in
assessment.

Keywords quality: doing something right from the start and do the right job properly.

Yoseph M. Yoseph M. Juran is famous for the concept of "Trilogy" and identify quality in three activities:

1. Quality planning includes: who the customer, what their needs, improve the product as needed, and planning for a

production process

2. Quality control: performance evaluation to identify the difference between actual performance and objectives.

3. Improved quality: establish the infrastructure and team to implement quality improvement. Each activity described in

Steps are all referring to the quality improvement efforts.

Edwin Scheter stated that to achieve the quality of performance required a clear understanding of what is meant by

"quality".

The definition of quality associated with the following characteristics:

1. Conformity, meet or exceed minimum standards.

2. Suitability, to be used, as its implementation should be promoted.

3. Can be trusted, which is expected to realize the function in a specific atmosphere, at a certain time.

4. Results, the percentage of products in accordance with the specifications of service at each point of evaluation.

5. Customer satisfaction, meet the perception of values (values) customers.

The slogan of this quality is "Return to Quality" for service improvement, which means everything we do must be based on

standards, evaluating the actions that have been made whether or meets the specifications needed to meet customer

satisfaction.

Application Business Concept In Hospitality Services

Differences from a number of theories about the "quality" in the business / industry are described. Although the main focus

of any theory of "quality" appears there is a difference, but generally indicates equality when applied in hospitality services.

Equations that can be gleaned from these theories can be listened to as follows:

First

Quality can be defined and measured, with the base specification of an organization on the one side and hope the other
side customers. The application of business principles into the hospitality services, can be developed. Specifications into

consideration the satisfaction of customers / guests. The application of quality principles in the hospitality services

controversial. For example, most customers (guests) can be considered good service and satisfied if the service (service)

given the way in hotel A, B or C for example: the food was served hot, on time, friendly staff, good attention, the room net,

but the guests less able to assess whether the importance of the procedural process that must be implemented for the

achievement of comfort in all parties.

Second

Quality is dynamic. Good quality, not only to achieve and then ignored, but sustainable development. Tom Peters stated

that the quality is relative. Every day, every product, especially the service will be relatively good or relatively bad, and

never stand up straight. This is a reality in the hospitality service business, because it is not possible to do an inventory of a

product of service.

Third

Quality involves competition with no limits. Crosby stated that the quality encyclopedia, not a gift. Quality and cost of

running and are closely related.

Fourth

Quality must be done by doing something "right" in a way true.

Fifth

Quality associated with the outcome, the focus of all efforts is to obtain results. In the work of many people confused how

to find something to do, because of lack of understanding the essence of quality and relation to his work.

The main attention should be paid to what has been achieved rather than what is already done. Peter Drucker supports this

opinion with pemyatannya "The quality of a product or service is not what is given, but what is gained by the customer and

deserve to be paid. This approach also results-oriented. The assessment of quality in hospitality services in the world, will

be useless, when the results do not improve service performance.

Sixth

Quality is the responsibility of every person. Peter and Waterman suggest that attention to the accountability of all
employees. Attitude and the view that "every member of the company's own" should apply. O'Leary, JCAHO president, said

that was too long-standing tradition of not there is a surplus that can be given, but "lip service" only.

Quality is the business interests of every person booth. Commitment must start from the directors and pervasive in the

system in the organization. This should be the main agenda of every person and of most of the thinkers. Like Ford's

company slogan "Quality is job one".

Seventh

Quality and cost are related, quality improvement can be key to controlling expenditure and increasing revenue, but the

process of improving the quality itself can provide a great loss if not controlled or if the organization is one of improving the

process ..

Eighth

Quality and performance are synonymous words or have similar meanings. Garvin defines the performance is the main

operational characteristics of a product service. What happened in hospitality services is the lack of understanding of the

meaning of "quality" in every activity.

"The National Association of Quality Assurance Professional" describes the "quality" as a product and pendokumentasiannya

is at its prime, applied according to the best knowledge of the hospitality and service process can be achieved in a special

atmosphere.

Definition of "Quality" In Hospitality Services

Cronin, Joseph, and Steven (1992: 671) expressed the sense of service as follows: "Service as an intangible activity that

provides the user some degree of performance satisfaction but does not involve ownership and that, in most cases, can not

be stored or transported. "Service is an intangible activity, which provides a level of user satisfaction for such services but

does not include ownership and can not be stored or moved.

In the competitive, similar enterprises often seen basically the same in terms of facilities or the types of services provided to

consumers, but it is perceived differently by consumers.

According to Zeithaml, Parasuraman, and Berry (1990: 44): "Service qualiiy isthe customer's perception of the superiorily of

the service." , "Quality customer service is the perception of the benefits of a service. Basically, only customers who rate the

quality of services of a qualified business entity or not. "

According Murdick, Render, and Russell (1990: 419) that: "The qualily of a service or product is determined by the user 's

perception. It is the degree to which the bundle of service attributes as a whole Satisfies the users." "quality-oriented

services to consumers, bad for both the assessment of service quality provided an enterprise is determined by the

perception of users.

Quality of service is the level where a set of dimensions of the service user's overall satisfaction or consumers. So that every

business is required to provide quality services as well as possible to distinguish with other business entities.

This is in accordance with the opinion of Kotler (1997: 476) that: "One of the major ways to differentiate a service firm is to

deliver consistently higher-quality service than Competitors". One way to distinguish the business entity other services is to

provide quality service that is higher than competitors continuously.

Consumer perceptions of service quality can be measured and evaluated by conducting research through the dimensions of

service quality. According to Zeithaml (1990) there are 10 dimensions of service quality, namely:

a. Tangibles: the components of a physical shape, such as physical facilities, appearance of staff and others.

b. Reliabiliiy: the ability to provide the promised services accurately and consistently.

c. Responsiveness: react quickly and creatively to requests or problems faced by consumers.

d. Competence: knowledge and skills that need to be owned by service providers.

e. Courtesy: friendly and respectful attitude that must be shown by the service.

f. Credibility: trust to be given by the customer to the service company.

g. Security: freedom from danger, risk, or losses.

h. Access: services are easily available at the place and time without much waiting.

i. Communication: the services described precisely, so that information about these services easy to understand consumers.

j. Understanding the customer: service providers should try to understand the needs of consumers by giving individual

attention.

Of Quality Assurance (Quality Assurance) Towards Quality (Quality Improvement)

Definition:

Quality Assurance (QA) is a process carried out in continuous, systematic, objective and integrated; Define the problem and

its cause based on established standards, setting and problem-solving efforts to implement appropriate capacity to assess

the achievement of results using defined indicators, establish and develop follow-up to improve the quality of service.
Although the quality is not always be guaranteed but can be measured. If can be measured, means can be improved and

can be improved. This can be done by identifying the key indicators of quality in service, these indicators to monitor and

measure the quality of the results. One factor to note is to identify the process - a key process that leads to these results

(outcomes).

By focusing on process improvement efforts, the quality of results achieved will increase. Thus, the approach taken efforts

initiated from quality assurance (QA), leading to a proactive quality improvement (QI). If there is thinking "below standard

quality, do not go terlibar" mentality like that should be changed to "even under the standards of quality, but still be

improved". When quality means how well an organization is shown, efforts to improve quality will be improved through

increased performance.

Objectives and Benefits of QA

1. Staff understanding of the level of service quality to be achieved

2. Improving the effectiveness of services provided.

3. Encourage and improve efficiency in the management of the hotel services.

4. Protect the executor of the ignorance about the correct procedure.

5. The end goal is increasing the quality of service at the hotel.

Conceptual Framework

Approach in the implementation of the evaluation using the common approach, namely: approach the structure, process

and outcome.

(1) approach is to focus on the structure of the system prepared in the organization & management, including leadership

and commitment of other directors, procedures & policies, facilities & infrastructure, facility where the services provided,

(2) approach the process: is all the activities and professional interactions (based on skills, attitudes and skills) and the

method with how the service performed.

(3) Results (Output): the results of the implementation of activities. Need to be clarified differences in terms of output and

outcomes as is often heard. The output is the result achieved in the short term such as: does not occur immediately after a

service complaint is given, while the outcome is the outcome of the implementation of activities such as long-term changes

in the status of guest services / community.

Component depends on the results of the two components of the structure and processes. The experts stressed the focus
on components of "process" is the most critical, because it involves human beings, how much the level of commitment and

accountability of a person to perform activities in order to provide high quality services.

Step Implementation QA

1. Determining the service aspects to be monitored.

2. Develop appropriate indicators to measure the quality of service aspects have been determined

3. Collecting data for indicators that are selected by a certain time interval and

4. Setting the standard results can be achieved for each indicator

5. Recognizing areas that can not reach the standard

6. Examining the factors that have contributed to the reduction in quality.

7. Develop and implement quality improvement properly.

8. After a certain period, conducted inspections of the data in an area, whether the area has been improved.

Conclusion

Good service is service-oriented to quality improvement efforts to meet the expectations or satisfaction of customers /

guests.

Quality is hard to define, but the essence of quality and its application in the hospitality services can be measured,

monitored and evaluated the results.

Quality in service and hospitality is a relatively controversial. Therefore, the dimensions of quality specifications or

performance that is applied in the process right and done right will be able to provide customer satisfaction.

Quality is dynamic, quality improvement efforts never stopped but always in accordance with the development of

sustainable technology, the values and demands of society and the environment, in order to continue to exist in the global

competition.

Improved quality means increased performance. Can be started from the quality assurance and quality improvement

continues on to obtain customer satisfaction and employee satisfaction by taking into account the efficiency (cost) itself.

Improve the performance means improving the quality of service has been started in order to exist in the global

competition.

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