Principles of Quality Management Leading to Quality Service

• Commitment to Delegating quality

• Culture----” quality awareness”
• Continuous Improvement-Continuous process
• Cooperation--
a. Employee Involvement—engage in day to day operations
b. Employee Empowerment—given appropriate tools and authority
• Control- control mechanism exist
• Customer Focus—Internal and external customer
• Control -Documentation, process and current best practices
• Cross- Functional-high level of strategy formulation it includes functions
and divisions of workers, supply chain and customer chain
A. SUPPLY CHAIN-is the process of managing the flow of goods and
services to and from a business, including every step involved in
turning raw materials and components into final products and
getting them to the ultimate customer
B. CUSTOMER CHAIN-it plays a key role in ensuring that customer needs
are met and that customers are satisfied with the products and services
they receive.
Cause Analysis-to design and build quality into
the hospitality and tourism product.

Change- “learning” mindset

Concept of Team Synergy- solve issues and
challenges of continuous improvement
 Customer Service Through Quality
Management

Difference between excellent poor and

indifferent
 The nature of Service
Difference Between Service and Physical
Goods
 Nature of Service
• Service is Partially or Entirely Intangible-sum of the service/product
combination
 Distinctive Characteristics of Service

• Simultaneity
• Perishability
• Intangibility
• Variability
• Inseparability
Simultaneity
Perishability
Intangibility
Variability
Inseparability
 Guestology
• involves systematically determining what factors are influential, modeling
them for study, measuring their impact on the guest experience, testing
various strategies that might improve the quality of the experience, and
then providing the combination of factors or elements that attract guests
and keep them. Traditional Management thinking systematically
experience by customer.
 Components of Guestology
• Service Standards – a gauge of the level service
• Cast – company’s employees
• Setting- atmosphere, facilities, and Equipment
• Process-method used to provide the services
• Integration – Moment of Truth – construct a quality service delivery system
• Service Theme- a simple phase that acts as motivation for fulling customer
requirements.
Customer Experience
Customer Experience Management