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QUALITY MANAGEMENT.pptx
- 1. QUALITY IS A RELATIVE TERM THAT MEANS DIFFERENT THINGS TO DIFFERENT PEOPLE
- 2. THE GUEST WHO DEMANDS QUALITY MAY HAVE A DIFFERENT CONCEPT THAN THE OPERATIONS MANAGER WHO DEMANDS QUALITY THE GUEST IS CONCERN WITH: SERVICE RELIABILITY PERFORMANCE, APPERANCE AND SO FORTH
- 3. THE OPERATIONS MANAGER’S PRIMARY CONCERN IS THAT THE PRODUCT OR SERVICE SPECIFICATIONS BE ACHIEVED, WHATEVER THEY MAY BE FOR THE OPERATION MANAGER, QUALITY IS DETERMINED IN RELATION TO THE SPECIFICATIONS OR STANDARDS SET IN THE DESIGN STAGES
- 4. THE QUALITY OF AN ORGANISATION’S GOODS AND SERVICES CAN EFFECT THE ORGANISATION IN MANY WAYS SOME OF THE MOST IMPORTANT AREAS ARE LOSS OF BUSINESS LIABILITY COSTS PRODUCTIVITY
- 5. HIGHER- QUALITY GOODS AND SERVICES GENERALLY HAVE LESS LIABILITY EXPOSURE AND LOWER-QUALITY GOODS AND SERVICES IN ADDITION TO LIABILITY COST, QUALITY CAN AFFECT OTHER COSTS, INCLUDING, REWORK, WARRANTY, REPAIR, REPLACEMENT, AND OTHER SIMILAR COSTS
- 6. PRODUCTIVITY AND QUALITY ARE OFTEN CLOSELY RELATED POOR- QUALITY EQUIPMENT, TOOLS CAN CAUSE DEFECTS THAT HURT PRODUCTIVITY SIMILARLY, HIGH-QUALITY EQUIPMENT, TOOLS CAN BOOST PRODUCTIVITY
- 7. BECAUSE OF MANY DIFFERENT WAYS QUALITY CAN AFFECT AN ORGANISATION, IT IS OFTEN DIFFICULT TO DETRMINE PRECISELY THE COSTS ASSOCIATED WITH DIFFERENT QUALITY LEVELS ALSO, IT MUST BE REALIZED THAT GUEST ARE WILLING TO PAY FOR QUALITY UP TO A POINT
- 8. IN RESPONSE, MANY HOTELS AND RESORTS HAVE INSTITUTED A TOTAL GUEST RESONSE PROGRAM IN WHICH QUALITY IN THE WORKPLACE IS TRANSFERED TO DEALINGS WITH THE GUEST TO IMPLEMENT THE PROGRAM, HOTELS AND RESORTS MUST DEVELOP A NEW ATTITUDE TOWARDS GUEST
- 9. REDUCE MANAGEMENT LAYERS SO THAT MANAGERS ARE IN CONTACT WITH GUESTS LINK QUALITY AND INFORMATION SYSTEMS TO GUESTS NEEDS AND PROBLEMS TRAIN EMPLOYEES IN GUESTS RESPONSIVENESS INTEGRATE GUEST RESPONSIVENESS THROUGHOUT THE ENTIRE DISTRIBUTION CHANNEL USE CUSTOMER RESPONSIVENESS AS A MARKETING TOOL
- 10. TODAY’S QUALITY MANAGEMENT EMPHASIZES THE PREVENTION OF DEFECTS AND MISTAKE RATHER THAN FINDING AND CORRECTING THEM THE IDEA OF “BUILDING IN” QUALITY AS OPPOSED TO “INSPECTING IT IN” IS ALSO KNOWN AS QUALITY ASSURANCE THIS APPROACH VIEWS QUALITY AS THE RESPONSIBILITY OF ALL EMPLOYEES RATHER THAN THE EXCLUSIVE DOMAIN OF A QUALITY CONTROL DEPARTMENT, FURTHER MORE SUPPLIERS ARE TREATED AS PARTNERS
- 11. THE REPUTATION OF AN ORGANISATION IS OFTEN A DIRECT REFLECTION OF THE PERCEIVED QUALITY OF ITS GOODS AND SERVICES IN TODAY’S LEGALISTIC ENVIRONMENT, AN ORGANISATION’S LIABILITY EXPOSE CAN BE SIGNIFICANT AND THE ASSOCIATED COSTS CAN BE HIGH
- 12. TOTAL QUALITY MANAGEMENT (TQM) IS A MANAGEMENT PHILOSOPHY THAT EMPHASIZE: “MANAGING THE ENTIRE ORGANISATION SO THAT IT EXCEL IN ALL DIMENSIONS OF THE PRODUCTS AND SERVICES THAT ARE IMPORTANT TO THE CUSTOMER” TQM, IN ESSENCE, IS AN ORGANISATIONWIDE EMPHASIS ON QUALITY AS DEFINED BY THE CUSTOMER. UNDER TQM, EVERYONE FROM THE CEO ON THE LOWEST- LEVEL EMPLOYEE MUST BE INVOLVED
- 13. FIND OUT WHAT CUSTOMER WANT. THIS MIGHT INVOLVE THE USE OF SURVEYS, FOCUS GROUPS, INTERVIEWS, OR SOME OTHER TECHNIQUE THAT INTEGRATES THE CUSTOMER’S VOICE IN THE DECISION- MAKING PROCESS DESIGN A PRODUCT OR SERVICE THAT WILL MEET (OR EXCEED) WHAT THE CUSTOMERS WANT. MAKE IT EASY TO USE AND EASY TO PRODUCE
- 14. DESIGN A PRODUCTION PROCESS THAT FACILITATES DOING THE JOB RIGHT THE FIRST TIME. DETERMINE WHERE MISTAKES ARE LIKELY TO OCCUR,AND TRY TO PREVENT THEM. WHEN MISTAKES DO OCCUR, FIND OUT WHY SO THAT THEY ARE LESS LIKELY TO OCCUR AGAIN. STRIVE “MISTAKE-PROOF” THE PROCESS
- 15. KEEP TRACK OF RESULTS, AND USE THOSE RESULTS TO GUIDE IMPROVEMENT IN THE SYSTEM. NEVER STOP TRYING TO IMPROVE EXTEND THESE CONCEPTS TO SUPPLIERS AND TO DISTRIBUTION