This website uses cookies to ensure you have the best experience. Learn more

How 5 Star Properties Can Achieve Consistency In Quality Service?

3408 words - 14 pages

Abstract:This paper discusses about what is quality service, the tangible and intangible aspects of quality, application of total quality management system, the role of organization structure and process , upper and middle level management ,technology and the implementation to achieve consistent and quality service in 5 star properties.What is Quality service in the hospitality industry?Quality service is the result of an operations effort to discover exactly what the guest want. Once those those needs and desires are known, procedures are implemented to deliver those wants effectively and consistently. When an operation meets guest expectations, it is providing quality service. (Rey A.M ...view middle of the document...

•between management perceptions of customer expectations and service quality specifications.•between service quality specifications and service delivery•between service delivery and external communications to customers. (cited in Hope & Muhlemann, 1998,p.372 )Not only have theories to define service quality been put forward, but the expected relationships between quality and variables such as costs, sales growth, productivity, return on investment, prices, customer satisfaction and loyalty have been the foundation for the development of theories in current research (Andersen & Fornell, 2000,pp.255,267)Application of Total Quality Management For Quality Assurance:-An approach to quality within an organization which is committed to total customer satisfaction through a continuous process of improvement, and the contribution and involvement of people.(Mullins L.J2005,p.964)TQM views an organization as a collection of processes. It maintains that organizations must strive to continuously improve these processes by incorporating the knowledge and experiences of workers. The simple objective of TQM is "Do the right things, right the first time, every time". TQM is infinitely variable and adaptable. Although originally applied to manufacturing operations, and for a number of years only used in that area, TQM is now becoming recognized as a generic management tool, just as applicable in service and public sector organizations.TQM is mainly concerned with continuous improvement in all work, from high level strategic planning and decision-making, to detailed execution of work elements on the shop floor. It stems from the belief that mistakes can be avoided and defects can be prevented. It leads to continuously improving results, in all aspects of work, as a result of continuously improving capabilities, people, processes, technology and machine capabilities.Key elements of TQM:-•A total Process involving all operations management units in the organization ,and led from the top.•The Customer as king with every strategy, process and action directly related to satisfying customers needs.•A great emphasis on a different rational information collection and analysis using modern technologies where appropriate.•An emphasis on a different approach to looking at the costs of poor quality by examining all process in the organization which add to costs.•A greater involvement of people, recognizing that they are a great untapped resource in most companies.•Teamwork as crucially important, involving multi discipline and multi level working to solve problems and to meet customer needs.•The requirements for creative thinking and the ability to think beyond immediate job or work environment. (Mullins L.J2005,p.965)Quality Assurance:-Some properties have quality assurance programs that are directed by a quality assurance director and committee. Committee members are often such employees as department managers,...

Other Essays On How 5 Star Properties Can Achieve Consistency In Quality Service?

IMC Campaign: Media Campaign Essay

2576 words - 11 pages service, they can release a consistent message to the consumers and provide an excellent service. This will also provide less confusion and chaos when the service has been released to the public. For the new service "Full Access Calling Technology, or (F.A.C.T)" AT&T must look at how to release both a consistent message, and a consistent product to help raise awareness within the public. "One-voice, one-look consistency means that MC messages

Marketing Plan Essay

5382 words - 22 pages further information. Here are some services that will be practiced in our company:1. Promptness: People expect as prompt a response to a Web query as they would to a telephone call - a 24-hour response time is probably the maximum.2. Quality: Since we are competing in a "hot" area of World Wide Web activity, good quality photographs and a professional tone to our site are essential.3. Consistency: Customer service and professional image must be

Mercedes Benz Quality Improvement Paper

1812 words - 8 pages in improving their quality management. One of the areas I work in is the service department; we handle all different services repairs and install accessories. I'm a multi task worker, because I work as a service coordinator and also help our department market more consumers. I have a good understand on how the work flow should start and end. At the Mercedes Benz dealership, they need some serious improvements in order to increase customer

Marketing Management And Strategy For Myer Comapny. Nick HSU

4034 words - 17 pages is both a producer and a seller. The large retailer industry can be very volatile due to the impact the environment has on its participants.Due to the introduction of the GST in year 2000, retail turnover has been increased and there has been a sharp sales slump in the retail sector (Inside Retailing, 2001). According to the estimation of ARA, total sales were up 5%; however there had been a drop in department store sales of 3% for the seven

Starbacks Analysis

3467 words - 14 pages coffee firm should focus more on the customer experience and always strive to make it at least better than their competitors can offer. Starbucks' management team is fully aware of these and inculcates it in their daily operations.Starbucks management works together with their suppliers and employees to improve the quality of services at minimal cost. A good customer service starts a quality service that is readily available and fully satisfies his

The Birth And Death Of Stars

1221 words - 5 pages energy and can live for billions of years. (Seeds)During its life, a star burns up its hydrogen in a nuclear fusion reaction. Once the hydrogen is consumed, if it has enough mass, it can then begin to fuse together its other elements, such as helium, for fuel. It will continue on this path until finally it cannot fuse together any of the remaining elements into fuel. It is then that the star begins to die. All stars evolve, get older, move around on

L'oral's Sales Structure

4102 words - 17 pages ProductsL'Oreal's Consumer Products Division is dedicated to bringing a wide variety of hair care, hair colour, skincare, colour cosmetics and fragrances to families everywhere -- at prices they can afford. The Division's star properties, L'Oreal Paris and Maybelline, are two of America's most popular brand names. That is one reason L'Oreal USA holds the top spot in the American beauty market. We make L'Oreal style and quality accessible to the broadest

Case Study "Acme Whistles"

334 words - 2 pages culture that endorse continuous improvement. Year by year company have been improved their product - whistles. This is not only management service; even newcomers actively participated in product development. This employee empowerment believes that employee may be able to solve arising problem of the company the employee rarely causes it.Moreover overlap can be viewed in Quality Function Deployment of the organization, which uses house of

Marketing Assignment

2409 words - 10 pages holds the key to new products becoming successful. If consumers don't know your product exists how can they buy it?Price:Price meets its own demand. The more popular a product is the more the value is added leading to high prices or good prices at discounted rates. The lack of a products popularity may cause the products to be high priced or low priced depending on its quality. All Nokia phones are cheap compared to their competitors but does


511 words - 3 pages reactions to take place. Finally, a new star is born. Going into a long stable period, it will be called a Main Sequence Star. How long a star's main sequence depends on its size. In an average star's main sequence, it will last for about 10 billion years. Jumbo stars and small stars have different courses to take in a star's life cycle. Just at the end of the main sequence, a big star's core will become unstable and start to contract, it's outer

Inheritance Anomaly In Object Oriented Programming

6059 words - 25 pages partitioning of state in superclass this is called State Partitioning Anomaly.Now consider the method get2 which removes two elements from the bounded buffer creates a new relevant state (See Example 2). Here None of the methods except the initializer in Bounded_buffer can be inherited. To maintain consistency with the new constraint the partial state must be partitioned into two state in which exactly one item exists, and the remaining states. Addition of

Similar Papers

How Maya Angelou Shows And Not Tells In Her Autobiography "I Know Why The Caged Bird Sings" A Simple, 5 Paragraph Essay, Yet It Makes Some Good Points. Graded Well

581 words - 3 pages his personality were his actions. At first she didn't mind because she felt loved, "I didn't want to admit that I had in fact liked this, his holding me" (65, Angelou). However, after she realized how wrong it was she broke her silence, to Bailey. By presenting him as a pedophile, she makes the reader want to hate him as much as she does.Maya Angelou describes her thoughts after her rape so perfectly, it seems as if it had only just happened. She

Customer Driven Quality Essay

1932 words - 8 pages customers is the competitive advantage most service industries strive to achieve. This industry must maintain the following to remain successful through:· Consistent, Professional Image· Customer Recognition/Identity· Safety and ProtectionChanges in technology have greatly affected how industry provides certain services. It has allowed an industry to expand the number of customers they can service, reducing time and increased the

Total Quality Management Essay

1865 words - 8 pages .-Providing them the right tools and equipment.-Organizing, planning the tasks in advance.5-Providing them complete specifications and procedures.-Showing them attention, concern. Help them to do their job to perfection.2.3 The competitive environmentBusiness has become increasingly competitive and therefore it is vital for organizations to undertake a competitive analysis of their industry to work out how they can achieve a competitive

Measuring Service Quality And What Is Service Quality. Points About Service Quality Gaps, Importnace Of Service Quality Management And Recommendations

616 words - 3 pages specifications are not met by the performance in the service production and delivery process.Close the gap where the promises given by market communication activities are not consistent with the service delivered.Close the gap where the perceived or experienced service is not consistent with the expected service.Understand that going over customer expectation on service quality can incur higher costs.4. Ways to measure service quality and under this