QUALITY SERVICE IN

TOURISM AND
HOSPITALITY
Prepared by:
Jaymee Ara E. Catchillar
 PRAYER
Dear Lord and Father of all,

Thank you for today.

Thank you for ways in which you provide for us all.
For Your protection and love we thank you.
Help us to focus our hearts and minds now on what
we are about to learn.
Inspire us by Your Holy Spirit as we listen and write.
Guide us by your eternal light as we discover more
about the world around us.

We ask all this in the name of Jesus.

Amen.
Learning Objectives
Upon completion of this lesson, students will be able to:
 Define Total Quality Management
 Identify the basic principle and aspects of TQM
 Identify the quality tools used in today’s industries
 Differentiate Continuous improvement and traditional
approach of TQM
 Organize the TQM system
 Total - made up of the whole
 Quality - degree of excellence a product or service
provides
 Management - act, art or manner of planning,
controlling, directing,….

Therefore, TQM is the art of managing the whole to

achieve excellence.
What does TQM mean?
Total Quality Management means that the
organization's culture is defined by and
supports the constant attainment of
customer satisfaction through an integrated
system of tools, techniques, and training.
This involves the continuous improvement
of organizational processes, resulting in
high quality products and services.
What’s the goal of TQM?

“Do the right things right the first time,

every time.”
Another way to put it
 At it’s simplest, TQM is all managers leading and
facilitating all contributors in everyone’s two main
objectives:
(1) total client satisfaction through quality
products and services; and
(2) continuous improvements to processes,
systems, people, suppliers, partners, products,
and services.
Productivity and TQM

Traditional view:
 Quality cannot be improved without significant
losses in productivity.
TQM view:
 Improved quality leads to improved productivity.
 Basic Principle of TQM
1. The customer makes the ultimate determination of
quality.
2. Top management must provide leadership and support
for all quality initiatives.
3. Preventing variability is the key to producing high
quality.
4. Quality goals are a moving target, thereby requiring a
commitment toward continuous improvement.
5. Improving quality requires the establishment of
effective metrics. We must speak with data and facts not
just opinions.
The three aspects of TQM
Tools, techniques, and training in
Counting their use for analyzing,
understanding, and solving quality
problems

Customers Quality for the customer as a

driving force and central concern.

Culture Shared values and beliefs,

expressed by leaders, that define
and support quality.
Total Quality Management and Continuous
Improvement

TQM is the management process used to make

continuous improvements to all functions.
TQM represents an ongoing, continuous
commitment to improvement.
The foundation of total quality is a management
philosophy that supports meeting customer
requirements through continuous improvement.
Continuous Improvement versus Traditional Approach

Traditional Approach Continuous Improvement

 Market-share focus  Customer focus

 Individuals  Cross-functional teams
 Focus on ‘who” and “why”  Focus on “what” and “how”
 Short-term focus  Long-term focus
 Status quo focus  Continuous improvement
 Product focus  Process improvement focus
 Innovation  Incremental improvements
 Fire fighting  Problem solving
Total Quality Management
Quality Throughout

 “A Customer’s impression of quality begins with

the initial contact with the company and
continues through the life of the product.”
 Customers look to the total package - sales, service
during the sale, packaging, deliver, and service after
the sale.
 Quality extends to how the receptionist answers the
phone, how managers treat subordinates, how
courteous sales and repair people are, and how the
product is serviced after the sale.
 “All departments of the company must strive to
improve the quality of their operations.”

Total Quality Management

Value-based Approach

 Manufacturing Dimensions  Service Dimensions

 Performance  Reliability
 Features  Responsiveness
 Reliability  Assurance
 Conformance  Empathy
 Durability  Tangibles
 Serviceability
 Aesthetics
 Perceived quality

Total Quality Management

The TQM System
Objective Continuous
Improvement

Principles Customer Process Total

Focus Improvement Involvement

Leadership
Elements Education and Training Supportive structure
Communications Reward and recognition
Measurement

Total Quality Management

QUALITY TOOLS
USED IN TODAY’S
INDUSTRIES
 Flowchart
 Statistical process control
 Standardized operating procedures
 Audit
 IT technology
Flowchart - is
used in designing
and documenting
complex program.
It helps visualize
what is going on
and what will be
processed, and
people will better
understand the
process.
Statistical Process Control (SPC)
An industry-standard methodology for
measuring and controlling quality during the
manufacturing process.
Quality data in the form of Product or Process
measurements are obtained in real-time during
manufacturing. This data is then plotted on a
graph with pre-determined control limits.
Control limits are determined by the capability
of the process, whereas specification
limits are determined by the client's needs.
Standard operating procedures (SOP) are written, step-by-step
instructions that describe how to perform a routine activity. Employees
should complete them in the exact same way every time so that the
business can remain consistent. Standard operating procedures help
maintain safety and efficiency for departments such as:
 Production/operations
 Sales and customer service
 Employee training
 Legal
 Financial
QUALITY RECOGNITION IN TOURISM
AND HOSPITALITY SERVICES
The Star Rating Classification according to major travel sites

Star rating Travelocity Expedia Orbitz

Meets budget basic Economy, no-frills Simple

One-star
needs accommodations accommodations

Value, comfortable,
Two-star Meets basic needs Value, clean, basic
affordable
Mid-scale,
High service, Quality, style, comfort,
Three-star convenience plus
additional amenities personalized service
comfort
Superior property, Superior, upscale, Deluxe/upscale,
Four-star
variety of amenities high-quality comfort plus quality
Finest hotels, luxury, Luxury, first-class
Luxury setting, superlative service, services, well
Five-star
flawless guest services highest comfort equipped and state of
standards the art facilities
The tripadvisor.com, ratings that are built on consumer
views

Many hospitality
businesses make the
mistake of not actively
collecting guest reviews on
sites like TripAdvisor. They
may have more pressing
priorities or concerns about
potential negative
feedback. But research
shows that reviews can
provide strong value for
hospitality businesses.
1. Reviews impact bookings
A recent PhoCusWright study1 revealed the impact
reviews have on travelers’ decision-making:
 83% of respondents indicated that reviews help them
pick the right hotel
 80% read at least 6 – 12 reviews prior to booking
 53% won’t commit to a booking until they read
reviews
2. More reviews over time can lead to higher ratings

Consistently collecting reviews yields a

more accurate assessment of your property
– which is important to both you and
potential guests. With more reviews, the
impact of extreme feedback can be limited.
Plus, using negative reviews to improve can
help ensure future ratings continue to rise.
3. Reviews help businesses evolve
Reviews are a free way to assess how
your business is performing. They
highlight what’s going well and where
improvements can be made. Trends in
reviews also reveal insights into guest
expectations and how to better meet
them.
CERTIFIED AIRLINE RATING
WORLD AIRLINE RATING
Skytrax certified airline ratings are internationally
recognised by airlines and media throughout the world.
Introduced in 1999, Certified Airline Rating is the
international rating system that classifies airlines by the
quality of their front line product and staff service
standards. The Certified Airline Star Ratings are
recognised as a global benchmark of airline standards,
developed through many years of professional
experience and Skytrax specialist knowledge of the
world airline industry.
World airport rating
 The global airport rating system that classifies airports
by the quality of airport product facilities and staff
service standards.
 The World Airport Star Ratings are recognised as a
global benchmark of airport standards, developed
through many years of professional experience and
Skytrax specialist, qualitative knowledge of the airport
industry.
The World’s Top 10 Airlines of 2018 are:
 Singapore Airlines  Hainan Airlines
 Qatar Airways  Garuda Indonesia
 ANA All Nippon Airways  Thai Airways
 Emirates
 EVA Air
 Cathay Pacific
 Lufthansa
Best airlines -- by global region
 Northern Europe -- Finnair  China -- Hainan Airlines
 Western Europe -- Lufthansa  Central America / Caribbean -
- Copa Airlines
 Eastern Europe -- Aeroflot
Russian Airlines  South America -- Avianca
 Africa -- Ethiopian Airlines  North America -- Air Canada
 Australia / Pacific -- Qantas  Asia -- Singapore Airlines
Airlines
 Middle East -- Qatar Airways
 Central Asia / India -- Air
Astana  Europe -- Lufthansa
Best low-cost airlines

 Africa -- Mango  South America -- Sky

Airline
 Australia & Pacific --
Jetstar Airways  North America -- WestJet
 Asia -- AirAsia  Middle East -- Flynas
 Central Asia / India --  Europe -- Norwegian
Indigo
 China -- West Air
International Organization for Standardization (ISO)

The International Organization for

Standardization (ISO) is the most significant
standards-developing and publishing body in
the world. International standards allow us to
ensure that equipment such as radios work
everywhere in the world. They are also how we
ensure that the best practices, such as
environmental and quality practices, are
documented and available everywhere.
Membership
ISO is an independent, non-governmental
international organization with a
membership of 162 national standards
bodies.
What are the benefits of ISO International Standards?

ISO International Standards ensure that products

and services are safe, reliable and of good
quality. For business, they are strategic tools that
reduce costs by minimizing waste and errors and
increasing productivity. They help companies to
access new markets, level the playing field for
developing countries and facilitate free and fair
global trade.
The Leading Hotels of the World, Ltd.

It is a collection of authentic and uncommon

luxury hotels. Comprised of more than 400
hotels in over 80 countries, our hotels embody
the very essence of their destinations. Offering
varied styles of architecture and design, and
immersive cultural experiences delivered by
passionate people, our collection is curated for
the curious traveler in search of their next
discovery.
Creative Writing
GENERALIZATION
ASSIGNMENT
 Individual Internet Research Activity:

1. The students will research on 2 two

establishments in the industry of the same
product known for its quality service and
customer satisfaction.
2. Identify and analyze how these two
establishments are different in terms of
quality service and customer satisfaction
despite of having the same product in the
industry.