Quality management is the most researched operations management topic in hospitality (Jones 2007). This chapter begins by examining different definitions of quality and goes on to look how quality can be designed into hospitality operations and organizations. Five basic approaches are reviewed: quality inspection (QI), quality control (QC), quality assurance (QA), total quality management (TQM) and continuous improvement (CI). Operators may also seek external recognition or accreditation of their quality standards. A number of schemes exist and have been adopted in the industry–these are explained and reviewed. Within strategies, specific approaches to measuring quality are adopted–mystery guest, customer surveys and audits–so research in these areas is reviewed. The whole approach to quality in industry in general and in hospitality in particular has gradually become more sophisticated over the years. The most unsophisticated strategy–QI–was largely the way quality was managed up to and including the 1950s. During the 1960s, a number of sectors introduced new technologies and created new systems, along with which QC systems were established. For instance, the adoption of cook-chill led to the development of HACCP (hazard analysis and critical control point). However, as with many service operations, the service worker can directly impact a customer satisfaction so that the control approach in some cases was further modified in order to achieve QA. Finally, the 1990s saw the development of the concept of TQM, and more recently CI.
Handbook of hospitality operations and IT، العدد Afify, M. F. (2008). Quality management. Handbook of hospitality operations and IT, 295..
Quality management ,continuous improvement ,service operations,hospitality operations and organizations
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