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Quality Service Management in Tourism and Hospitality

Quality management is focused on maintaining a high level of excellence. It includes determining quality policies, creating and implementing quality planning and assurance processes, and performing quality control and improvement. Quality management aims to achieve excellent product and service quality through all aspects of an organization's activities. It is focused on meeting customer needs and expectations at a price point and level of quality appropriate to the market competition. An effective quality management framework provides the policies and procedures for pursuing quality outcomes across an entire organization. Maintaining quality helps give organizations a competitive advantage over rivals.

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Kimberly Hosmillo Imperial
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33 views

Quality Service Management in Tourism and Hospitality

Quality management is focused on maintaining a high level of excellence. It includes determining quality policies, creating and implementing quality planning and assurance processes, and performing quality control and improvement. Quality management aims to achieve excellent product and service quality through all aspects of an organization's activities. It is focused on meeting customer needs and expectations at a price point and level of quality appropriate to the market competition. An effective quality management framework provides the policies and procedures for pursuing quality outcomes across an entire organization. Maintaining quality helps give organizations a competitive advantage over rivals.

Uploaded by

Kimberly Hosmillo Imperial
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PPTX, PDF, TXT or read online on Scribd
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Quality Service Management in tourism and

hospitality
Total quality management

• TOTAL: Made up of the whole


• QUALITY: Degree of Excellence attached with the product
• MANAGEMENT: An act or act of understanding, analyzing and applying
through Conceptual and Statistical Tools
• Quality management is the act of overseeing all activities
and tasks needed to maintain a desired level of
excellence. 
• Quality management is the act of overseeing all activities
and tasks needed to maintain a desired level of
excellence. 
• Quality management includes the determination of a
quality policy, creating and implementing quality planning
and assurance, and quality control and quality
improvement.
• Quality management is the act of overseeing all activities and
tasks needed to maintain a desired level of excellence. 

• Quality management includes the determination of a quality


policy, creating and implementing quality planning and
assurance, and quality control and quality improvement.

• Quality management is focused not only on product and 


service quality, but also on the means to achieve it.
“made in japan”

”Made in Japan” is a simple phrase, yet it instantly translate to an image of exceptional


design and high-quality production.
What do we mean by quality?

A product or service is of good quality if it


meets the needs & expectations of the
customer
Why quality is important in business?

• Markets are highly competitive:


Customers are more:
-Knowledgeable and demanding
-Prepared to complain about poor quality
-Able to share information about poor quality
(e.g. via email & social networking sites)
It is customers who define quality

• Quality is about meeting the needs and expectations of customers

• If a product or service meets all those needs then it passes the quality test

• If it doesn’t, then it is sub-standard


"Quality is about meeting the needs and
expectations of customers"

• Customers want quality that is appropriate to the price that they are
prepared to pay and the level of competition in the market.
"Quality is about meeting the needs and
expectations of customers"
• Customers want quality that is appropriate to the price that they are
prepared to pay and the level of competition in the market.
"Quality is about meeting the needs and
expectations of customers"
• Customers want quality that is appropriate to the price that they are prepared to
pay and the level of competition in the market.
Key aspects of quality for the customer include:
• Good design – looks and style
• Good functionality – it does the job well
• Reliable – acceptable level of breakdowns or failure
• Consistency
• Durable – lasts as long as it should
• Good after sales service
• Value for money
Quality as a management framework

• QUALITY: Degree of Excellence attached with the product


• MANAGEMENT: An act or act of understanding, analyzing and
applying through Conceptual and Statistical Tools
• FRAMEWORK: a basic conceptional structure (as of ideas)
: a skeletal, openwork, or structural frame
Quality as a management framework

• A quality management framework describes an integrated


approach to strategic goal setting, planning, budgeting and
management across the whole organization. It is the overall
policy and procedural framework within which quality
outcomes are pursued and maintained in every aspect of
activities.
Quality and competitive advantage

• Competitive advantages are conditions that allow a company or organization


to produce a good or service of equal value at a lower price or in a more
desirable fashion. These conditions allow the productive entity to generate
more sales or superior margins compared to its market rivals.
• Competitive advantages are attributed to a variety of factors including cost
structure, branding, the quality of product offerings, the distribution network
, intellectual property, and customer service.
End of Discussion

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