QUALITY MANAGEMENT

LEARNING OUTCOME 1 & 2

By:

GROUP 2

ADH B / S 5

1. I Made Subratha (16102022)

2. Ida Ayu Putu Nandana Krisyanti (17102035)
3. Putu Ayu Sonia Sari Dewi (17102041)
4. I Made Adi Wijaya (17102047)
5. I Wayan Yogi Santika (17102053)
6. Sandi Sandewa (17102059)

BALI TOURISM INSTITUTE

2019
 PREFACE

First of all, thanks to Ida Sang Hyang Widhi Wasa, because of the help of Ida Sang
Hyang Widhi Wasa, writer finished writing the paper entitled “Learning Outcome 1 & 2” right in
the calculated time.
The purpose in writing this paper is to fulfill the assignment that given by Mr. I Gede
Darmawijaya, S.Pd., M.Agb. as lecturer.
In arranging this paper, the writer truly get lots challenges and obstructions but with help
of many individuals, those obstructions could passed. writer also realized there are still many
mistakes in process of writing this paper.
Because of that, the writer says thank you to all individuals who helps in the process of
writing this paper. hopefully Ida Sang Hyang Widhi Wasa replies all helps and bless you all. the
writer realized that, this paper still imperfect in arrangement and the content. then the writer
hope the criticism from the readers can help the writer in perfecting the next paper last but not
the least Hopefully, this paper can helps the readers to gain more knowledge.

Nusa Dua, 24 August 2019

Author,

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 TABLE OF CONTENT

Preface.............................................................................................................................................. i
Table of Content ............................................................................................................................. ii
CHAPTER I .................................................................................................................................... 1
INTRODUCTION .......................................................................................................................... 1
A. Background .......................................................................................................................... 1
B. Research Problem ................................................................................................................ 2
C. Objective .............................................................................................................................. 2
CHAPTER II..................................................................................Error! Bookmark not defined.
DISCUSSION ................................................................................Error! Bookmark not defined.
A. Quaity in terms of business and services provision at Karma Kandara Bali Resort............ 3
B. Inspection and assurance process work at the Karma Kandara Bali Resort ........................ 4
C. Quality Approach in Karma Kandara Bali Resort ............................................................... 6
D. Similarities and differences between the different methods. ............................................. 10
E. Customer Satisfaction ........................................................................................................ 14
F. Continuous Improvement................................................................................................... 15
G. Type of added values to be gained ..................................................................................... 18
H. Type Information Made Available to Customers and The Importance Given to Effective
Marketing at Karma Kandara Bali Resort Hotel Jimbaran. ...................................................... 19
CHAPTER III ............................................................................................................................... 20
CONCLUSION ............................................................................................................................. 20
A. CONCLUSION .................................................................................................................. 20

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 CHAPTER I

INTRODUCTION

A. Background
Quality management is the act of overseeing all activities and tasks needed to
maintain a desired level of excellence. This includes the determination of a quality policy,
creating and implementing quality planning and assurance, and quality control and quality
improvement. It is also referred to as total quality management (TQM).

In general, quality management focuses on long-term goals through the

implementation of short-term initiatives. Boutique hotels is one of luxurious hotels, even
though does not have a lot of rooms. Boutique hotel has antique building type, historic with
luxurious equipment. Luxury in terms of hotel facilities and amenities. Karma Kandara Bali
Resort is one of Boutique Hotels. Karma Kandara Bali Resort is located at Villa Kandara
Street, Banjar Wijaya Kusuma, Ungasan Bali, 80362, Indonesia.

In Karma Kandara Bali Resort, quality management sharing the process that
authorizes employees in different levels to work ingroups in order to start guest service
prospects and determine the mostsuitable approach to meet or exceed these prospects. And in
order to have those groups formed an organization needs to employ a leader who creates the
required motivation to incorporate guests and employees in the process of setting goals and
objectives. Implementing quality management in Karma Kandara Bali Resort particular will
improve customer satisfaction, competition condition and cost effectiveness

People have diverse wants and needs in term of preferences which makes it tougher to
control quality in hospitality organizations. Quality problems in hospitality firms are having
direct impact instantly on theorganization operation via customer complaints. In order to end
up with a successful quality management implementation in hospitality firms, they have to
incorporate the quality management within the whole business strategy and to direct the
goals toward quality within the organization among all levels. Implementing quality in
general in any hospitality organization enables the organization to increase their market share

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and price advantage. Based on our project, we would like to observe how the management
maintain their quality.

B. Research Problem
1. How quality in terms of business and services provision at the Karma Kandara Bali
Resort?

2. How the inspection and assurance process work at the Karma Kandara Bali Resort?

3. How a range of approaches to quality management at the Karma Kandara Bali

Resort?

4. How the similarities and differences between the different methods at Karma Kandara
Bali Resort?

5. What is meant by customer satisfaction at the Karma Kandara Bali Resort?

6. How the continuous improvement at the Karma Kandara Bali Resort?

7. How the type of added values to be gained at Karma Kandara Bali Resort?

8. What types of information made available to customers and the importance given to
effective marketing at Karma Kandara Bali Resort?

C. Objective
1. Be able to understand the quality in terms of business and services provision
2. Be able to understand the processes of inspection and assurance
3. Be able to understand a range of approaches to quality management
4. Be able to understand and find out the similarities and differences between the different
methods
5. Be able to understand what is meant by customer satisfaction
6. Be able to understand the meaning of continuous improvement
7. Be able to understand the type of added values to be gained
8. Be able to understand the types of information made available to customers and the
importance given to effective marketing

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 CHAPTER II

DISCUSSION

A. Quaity in terms of business and services provision at Karma Kandara Bali Resort
According to ISO-8402 (Loh, 2001: 35), Quality is the totality of facilities and
characteristics of products or services that meet the needs, express or implied. Tjiptono
(2004: 11), Defines quality as suitability for use (fitness for use). Another definition that
emphasizes the orientation of meeting customer expectations.

Kotler (2005: 57) defines quality as the overall nature of a product or service that
influences its ability to satisfy expressed or implied needs.

From those definition, it can be seen that quality is totality of product or service
that meet the need and expectation of the customer. We think Kotler’s definition are
the most reliable to the hospoitality industry at present.

In Karma Kandara Bali Resort all the guest need and desire are the main focus for all
the staff, because when a guest need is fulfilled ofcourse the will satisfied. To achieve that
Karma Kandara Bali Resort are maintaining their service to meet or pass the standart of the
hotel and the expectation of the guest

Source: TripAdvisor

Picture 1. Guest Review

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 Based on the review it shows that the score of Karma Kandara is 4.5 (Exellent) it proof that
the quality management of their hotel is success, because it can reach a pretty high score at
the OTA and also they get a certificate of Exellent that hard to achieve.

B. Inspection and assurance process work at the Karma Kandara Bali Resort
Quality inspection are measures aimed at checking, measuring, or testing of one or
more product characteristics and to relate the results to the requirements to confirm
compliance. This task is usually performed by specialized personnel and does not fall within
the responsibility of production workers. Products that don't comply with the specifications
are rejected or returned to improve
Organization which uses quality inspection, treats inspector as if he was a customer.
The optimum form of quality inspection is the man who's aim is the best customer
satisfaction. Quality inspection serves three main purposes:
1. Identification of the quality problem
2. Provision of information to managers
3. Elimination of the problem by managers
Quality inspection can be performed at the end of production process (final
inspection) or at several stages of the production (intermediate inspection).
Quality inspection is concerned on postoperative or post-production check of
products. It doesn't have direct impact on production process. Quality inspector only sorts
products, and he doesn't let poor quality products to leave the factory. Quality inspection has
no feedback loop. That means that information about failures and their causes is not passed
to workers or managers. Therefore, this system cannot improve itself.
In Karma Kandara Bali Resort, to ensure the quality of a product they conduct a
Quality Audit, a team of experts from external third parties (not from people in the Karma
Kandara Bali Resort hotel) will review the processes and procedures that have been
determined by the company. If there is a difference between what is done and what is stated
in the procedure or process, then Karma Kandara Bali Resort is asked to take corrective
action. The third party from the external will also provide suggestions for improvements to
the processes. This Quality Audit ensures the processes and procedures that have been
approved and have been determined are carried out properly and followed by the parties
concerned.

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 Process Analysis is analyzing each process to find the possibility (potential) of a
defective product or processes that have no added value then find the root cause and take
corrective action. Quality Management and Control Tools include various diagram
techniques that help to find problems, improve ideas, make decisions and prioritize problems
that must be resolved.
Quality assurance in Karma Kandara Bali Resort is carried out in the following ways
1. Plans - Karma Kandara Bali Resort plans and sets out related process goals and
determines the processes needed to deliver high quality end products
2. Do - Process development and testing and also make changes in the process
3. Check - Monitoring process, modification of the process, and check whether the
process meets the specified objectives
4. Acting - Implement the actions needed to achieve improvements in the process.
Karma Kandara Bali Resort uses Quality Assurance to ensure that the product is
designed and implemented with the correct procedures. This helps reduce problems and
errors, in the final product.

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C. Quality Approach in Karma Kandara Bali Resort

Picture 2. Quality Management System

A. Scope

Most of the guest in Karma Kandara Bali Resort are Europe and Asia.

B. Term and Condition

In Karma Kandara Bali Resort, for the terms and conditions has been arranged
properly. Both in terms of employees or the standar of operation for check in or check out
guest in Karma Kandara Bali Resort. All department have their own standard to set their
quality.

C. Context of The Organization

In Karma Kandara Bali Resort the organization is complicated. General Manager as

the highest level of organization and following by Executive Assistance Manager, Head of
Department, all Manager of department and staff. Their organization hierarchy arranged
properly; staff know clearly who they are responsible for.

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 D. Leadership

As we explain before, in Karma Kandara Bali Resort already has their own
organization. Every head of department and managers always checks everything running
smooth and well as standard that has been set. For the quality control of staff, the manager
always control all activities and performance such as how they doing check-in and check-out,
cleanliness, and the most important is the staff’s self appearance. If there is the mistake by
staff, manager can evaluate the staff and improve the quality of staff for guest satisfaction in
Karma Kandara Bali Resort.

Responsibity of manager not only for control and evaluate the process but also
motivate their staff for staff satisfaction, so they can improve their performance that will
impact to their service to the guest and guest will feel satisfying.

E. Planning for The Quality Management System

All manager of each department antisipate the risk and see the opportunities by
evaluate the performance of staff in Karma Kandara Bali Resort, and also evaluate the
complain that might be show in Online Travel Agent to improve the performance of the staff
and Karma Kandara Bali Resort.

F. Support

Karma Kandara Bali Resort support by :

a) Resource

- General : Karma Kandara Bali Resort located in Ungasan. The nearest airport
is Ngurah Rai International Airport, 16 km from the hotel, and a paid airport
shuttle service is available.

- Karma Kandara Bali Resort offers luxury Cliff Top Resort with Direct Access
to a Stunning Beach. Bicycle and car rentals are available at the property but it
provided by third party.

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 - People : Staffs who consist by Front Office Departement for impression to the
guest upon check in, Room Department for room responsibilities, laundry,
public area, Food & Beverage Department who responsibility for food and
beverage to the guest, and also Back Office Department (Finance, Sales and
Marketing, HRD, Reservation).

- Infrastucture : Karma Kandara Bali Resort has 46 villas. For the facilities in
room are available with AC, TV, Hot Water, Wifi, living room, kitchen area,
garden, and private pool.

- Environment : Karma Kandara Bali Resort always keep the environment near
of the hotel by put the rubbish in the rubbish bin.

b) Competence : Staffs in Karma Kandara Bali Resort are graduate from tourism
education backgroud.

c) Awareness : Karma Kandara Bali Resort maintain the awarness of staff to

improve the guest satisfaction. And also Karma Kandara Bali Resort improve the
Brand Awareness by promotion in OTA and social media.

d) Communication : Karma Kandara Bali Resort keep the communication between

management and staff for maintin the good performance in operational. Beside
that commication between staff and guest also be the important part to improve
the quality of guest satisfaction in Karma Kandara Bali Resort.

e) Documented Information:

- General : all the information such as price list, fasilities, and comment are
provide in Karma Kandara Bali Resort’s website, social media, and online
travel agent.

- Creating and updating : all information needed always update in Karma Group
Website, OTA, and social media.

- Control of documented information : every information control by owner to

improve guest knowledge before come to the Karma Kandara Bali Resort.

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G. Operation

1) Operational planning and control

In every department, they have target that they have to achieve. For
example to increase guest satisfaction, staff of guest relation must make 5
memorable moments for the guest like celebrating guest birthday. Manager
always control their staff while the operation and also control the website to
control the guest satisfaction.

2) Requirements for products and services

In Karma Kandara Bali Resort product and service are provide in website
and also for the term and condition are pay first before check in to antisipate the
skipper.

3) Design and development of products and services

For design and development product are provide in the website and online
travel agent also. The guest can see the website first before booking in Karma
Kandara Bali Resort. For the development also improve by guest comment in
website both best or bad comment.

4) Control of externally provided, processes products and services

Karma Kandara Bali Resort help for supply item such as food and
beverages ingredients, florist, and item that used in hotel by the third party for
their operational.
5) Production and service provision
Manager control their product everyday cause food and beverage directly
and also the quality of rooms and facilities maintain everyday.

H. Performance Evaluation

1) Monitoring, measurement, analysis and evaluation

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 Karma Kandara Bali Resort maintain their guest satisfaction by improve
their service and cleanliness of the infrastucture and also improve their
commucation to the guest for guest satisfaction.

2) Internal Audit

Manager sometimes audit the staff by check their product knowledge and
check their performance in check in check out guest and handle the guest order.

3) Management Review

Improve the human resource in Karma Kandara Bali Resort so the

management can running more flawless.

I. Improvement

a) Staff
The Karma Kandara Bali Resort need to adding more staff so the service can be more
complete. If there is more staff, so the service can improve to 24 hours service.
b) Infrastructure:
The Karma Kandara Bali Resort need to improve the paint quality so look more
cleanliness.

D. Similarities and differences between the different methods.

A. Structure schemes
Based on the technique or how to make it:

 Upright Straight-through organization scheme.

 Horizontal organizational scheme from left to right.
 Joint organizational scheme of Upright and Horizontal.
 Circle Organizational Scheme.
 Image Organization Schema.

According to Keith Davis there are 6 chart forms of organizational structure, namely:

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 1. Vertical Shape
2. Horizontal / horizontal shape
3. Circular shape
4. Semi-circular / semi-circular shape
5. Elliptical Form
6. Inverted Pyramid Shape (Invented Pyramid)
An application is any program, or group of programs, that is designed for the end
user. Applications software (also called end-user programs) include such things as
database programs, word processors, Web browsers and spreadsheets.
B. Application
An application is any program, or group of programs, designed for end users.
Application software (also called the end user program) Karma Kandara Bali Resort Bali
Resort uses applications such as database programs, word processors, Web browsers, and
spreadsheets.
C. Implementation period
Implementation is the stage where the information system has been used by the user
(before it can really be used correctly by the user).
The system must pass the testing phase with the aim that the system is guaranteed
without fatal obstacles that arise when users use the system. At Karma Kandara Bali
Resort Bali Resort, after the system is analyzed and designed, the system is ready to be
implemented.
The purpose of holding a system implementation is:
• Make a system design when conducting research analysis
• Test and document the necessary procedures and programs
• Complete an approved system design
• Consider a system that has been created according to user needs.
D. Use of Documentation
At Karma Kandara Bali Resort Bali Resort, there are many documentation functions,
including:
1. As a corporate memory is used to maintain the agency
2. Help make decisions, plan, and supervise

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 3. Used as proof, Used as a reference for history, Providers of information for finance,
staffing and other matters that will later be needed by various company management
4. For the education needs of new employees
5. To maintain company relations with the community, especially clients
The documentation task itself is divided into several types:
 Search for and collect material
 Take notes of documents and process them
 Publish and distribute documents (required)
 Archiving or archiving
E. Application of Standards
The SOP implementation process in Karma Kandara Bali Resort itself consists of seven
stages that are used to create good procedures and maximize all available potential, including
the following:
1. Determine the goals to be achieved
2. Making initial concepts
3. Carry out internal evaluations
4. Carry out an external evaluation
5. Do a trial run
6. Placing procedures on related units
7. Carry out procedures that have been made

The application of SOPs in the management of Karma Kandara Bali Resort Bali
Resort are as follows:

1. Every implementation knows about the newly developed SOP for reasons of
change
2. A copy of the decebar SOP is expanded as needed and ready to be accessed by
all employees / employees of the company
3. Every implementation knows its role in the SOP and can use all its knowledge
and ability to apply it safely, effectively & efficiently

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 4. There are mechanisms for monitoring performance, identifying problems that
may arise from SOPs, and providing support in the process of implementing
SOPs
F. Identification of Actions Required
Karma Kandara Bali Resort Bali Resort explains 9 actions needed:
1. Enter the solution in a set of goals.
2. make a list of various actions for each goal.
3. prepare a timeline.
4. Allocate existing resources.
5. Identify possible problems that will arise.
6. Develop strategies for monitoring progress.
7. Delegating tasks
8 Estimating various costs.
9. Implement the plan.

G. Assessment methodology
The Karma Kandara Bali Resort Bali resort assessment method uses the scoring
assessment method or is based on the results of a customer review.
H. Orientation towards customers / staff or organization
Karma Kandara Bali Resort Bali Resort thinks of several aspirants such as :
consumer orientation
Customer-oriented is a must because customers are everything, without them,
business is not running.
Consumer-oriented messages, sometimes called market-oriented messages, are defined
by the Business Dictionary as communication that focuses on consumer needs. For
example, a consumer-oriented billboard discusses how a product can be used by
consumers to overcome problems that are often faced by consumers.
Employee orientation
Employee orientation is the process of providing information to new employees
who should ideally be known by employees, especially company background, which can
help encourage the involvement of new employees in the company.

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 Organizational Orientation
Orientation is an activity that involves introducing new employees to their
organizations and work units. Orientation is an effort to help workers recognize and be
able to adapt to the situation / business environment / climate of the organization /
company
I. Effectiveness as a means to improve service quality
Five (5) simple strategies used by Karma Kandara Bali Resort Bali Resort to increase
training effectiveness
1. Identify the skills needed by employees
Every job certainly requires special skills or skills
2. find a competent trainer
Training will be effective if delivered by the right trainer. Training aimed at
banks, for example, would be more effective if the trainer had a banking
background or at least the financial industry.
3. Perform a mini session after the training is finished
After the training has taken place at the workplace, don't forget to monitor.
4. Invite managers to get involved in training
From experience, many managers are too busy with meetings and often forget that
employees experience obstacles.
5. Build teaching enthusiasm for trainees
A Latin proverb says that "By learning you will teach, By teaching you will learn"

E. Customer Satisfaction
Philip Kotler defines customer satisfaction as a person’s feeling of pleasure or
disappointment, which resulted from comparing a product’s perceived performance or
outcome against his/her expectations. In the other side, Paul Farris defines customer
satisfaction as the number of customers, or percentage of total customers, whose reported
experience with a firm, its products, or its services exceeds specified satisfaction goals

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 In Karma Kandara Bali Resort all the guest need and desire are the main focus for
all the staff, because when a guest need is fulfilled ofcourse the will satisfied. To achieve
that the managers ususally do the inspection everyday to maintain the operational
process to ensure it is according to the standard.

Source : TripAdvisor

Picture 3. Guest Review

Based on review at TripAdvisor, there is an example of how good is Karma Kandara Bali
Resort in maintaining their service to achieve the guest satisfaction. They can exceed the
guest expectation and they get the 5 points for the Room, Cleanlines and Service as the
result.

F. Continuous Improvement
Continuous improvement is sustainable efforts undertaken to develop and improve
products, services, or processes. These efforts aim to find and get the "best form" of the
resulting improvement, which provides the best solution to the existing problem, the results
of which will continue to survive and even develop for the better.

Among all the tools used to carry out the mission of Continuous Improvement is "four-step
quality modeling" called PDCA (Plan-Do-Check-Act), also known as the Deming Cycle or
the Shewhart Cycle.

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PDCA :

 Plan

Plan (Goal = Objective) and what process is needed to determine the results in
accordance with the specifications of the goals set.

Example :

Identify services, expectations, and customer satisfaction to provide results that

match specifications. Then describe the process from beginning to end that will
be carried out to Focus on Quality Control and Quality Assurance for improving
the quality of Karma Kandara Bali Resort.

 Do
Implement and control what has been planned.
Example :
Karma Kandara Bali Resort provides training in implementing quality control
and quality assurance for employees to improve quality.

 Check
evaluating targets and processes and reporting on the results.
Example :
Karma Kandara Bali Resort always monitor and evaluate processes and results
against targets and specifications such as customer satisfaction and quality
improvement.
 Act
Conduct a total evaluation of the target and process results and follow up with
improvements.
Example :

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 Following up on results means standardizing changes, such as considering which
areas might be applied, revising processes that have been improved, making
modifications to existing standards, procedures and policies, communicating to all
staff, customers and suppliers of changes made if needed, developing plans that
are clear, and document the project. In addition, it is also necessary to monitor
changes by regularly measuring and controlling processes.

Steps in carrying out Continuous Improvement activities.

1. Determine the problem at hand

The many problems faced by organizations or companies can be mapped through
the problem matrix.
2. Data collection
Collect data related to the problem to be solved. Data collected must be clear and
valid.
3. Looking for the root of the problem
In finding the root of the problem.
4. Look for alternative improvements
After understanding the problems that occur, formulate alternative improvements
in the form of a matrix making it easier to see which solution is the best.
5. Running a solution
Apply the solution in a location or place according to existing data. Then measure
the results based on the initial data period, for example 1 week, 1 month or 3
months.
6. Analyze the measurement results
Do the analysis is in accordance with the target to be achieved? if it has not
returned to step 3 (looking for the root of the problem).
7. Standardization
Make standardization in the form of SOP if the targeted results are achieved.
8. Looking for new problems (Continuous improvement)
Remap new problems to continue to make improvements.

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G. Type of added values to be gained
Organization always tries to give valuable return to the client in return and that help the
business to maintain the good image in the market. Value- added is explains the
enhancement a organization provides its product and services before offering the product to
the clients. Value added is considered as takes product that may be accepted as a
homogenous product with fewer differences from the rivalry organization and gives
potential customers with an option that that gives more client satisfaction. Management
receives benefits in various ways like higher customer satisfaction, increment in sales,
improves brand image of organization, achieve management goals. Quality management
aids the management to identify the needs of the clients and manufacture as per the demand
of customers. Management experience high growth in the market and also identifies the
taste and preference of the consumer in the market.
Karma Kandara Bali Resort takes several actions to add value to its products that need to
be obtained for an organization. They are given below :
 Quality Added Value
In general it adds comfort, ease of use or other desirable characteristics that are
valued by customers. for example: Karma Kandara Bali Resort makes foods
fortified with vitamins and minerals, things like this can add value to the product
 Environmental Added Value
Here emphasizes on the protection of environment. For this reason here employs those
methods or systems which don’t harm the environment or less harmful than those
commonly used. For example: Karma Kandara Bali Resort emitting less toxic wastes, and
using less fuel.
 Cultural added value
It is a social marketing strategy, here for production such methods of systems are used
which involve cultural aspects or meet the needs and sensitiveness of cultural groups. For
example: Karma Kandara Bali Resort producing Halal food for Muslims by abiding the
Muslim’s law.

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 H. Type Information Made Available to Customers and The Importance Given to
Effective Marketing at Karma Kandara Bali Resort Hotel Jimbaran.
Today, is not all about promoting business across multiple only. To buy from us and stay
loyal to us, the customers expect us to provide exceptional buyer journeys and tailor our
content and offers to their specific needs and expectations. There is some ways to increase
customer satisfaction. There are some information to given effective marketing in Karma
Kandara Bali Resort, such as:
1) Operating Time :
24 Hours
2) Location :
Jl. Villa Kandaran Banjar Wijaya Kusuma, Ungasan, Benoa, Kuta Selatan
3) Price Lists :
IDR 6.000.000 – 16.000.000
4) Promotional Materials :
Official Website, Online Travel Agent, Social Media (Facebook, Twitter, Instagram,
Youtube)
5) Creating True Image :
Giving a luxury view of Indian Ocean with Crystal clear water at the private beach,
giving the best service with warm, supportive, and welcoming staff so the guest will
enjoy, relax, and get some of their privacy during their stay.
6) Value for Money :
Karma Kandara Bali Resort is a number 4 hotel out of 15 hotels in Ungasan.

Source: TripAdvisor

Picture 4. Overview

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 CHAPTER III

CONCLUSION

A. CONCLUSION
The guest and staff satisfaction in Karma Kandara are both well maintained, it
proved by the good review in TripAdvisor that Karma Kandara acheive 4.5 point of 5.0 for
all the location, cleanliness and service aspect. To keep the good performance, Karma
Kandara always doing the quality inspection and assurance that divided into four :
1. Plan : set out procces and determines the process needed to deliver
2. Do : procces development and testing and also make changes in the procces
3. Check : monitoring procces, modification of the procces and check whether the
procces meets the specified objectives
4. Acting : implement the actions needed to achieve improvements in the procces.
To do all those thing, Karma Kandara use many quality approach, it is to prevent the
problem that may come when inspecting and doing quality assurance so that Karma
Kamdara has lot of option to do the approach. Ofcourse there were similliarities and
difference beetwen all the methods, but it is can fill each other's weakness and the result is
well maintained quality at Karma Kandara. Karma Kandara not just stop when they already
achieve their goals, Karm Kandara always set new goals and improvement to be more
better. Karma Kandara tries to give the best service to the guest so that they satisfied and
make the good image for Karma Kandara, to do that Karma Kandara take several actions :
1. Quality added value
2. Environmental added value
3. Cultural added value
Karma Kandara also provided a complete information for the customer to make the
customer easier to know their product and hotel

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