Hospitality

Contents

Summary ………………………………………………………………………………………………………………… 4

Introduction …………………………………………………………………………………………………………….. 5

The Different Approaches to Quality Management Appropriate to Commercial Operations ……….…… 7
  Definitions of Quality in Terms of Businesses and Services Provision ………………………………….………. 7
  Illustrate the Processes of Inspection and Assurance …………………………………………………………….. 8
  A Range of Approaches to Quality Management ………………………………………………………………….. 10
  The Similarities and Differences Between the Different Methods ……………………………………………….. 11

The Benefits of Quality Management in a Business and Services Context ………………………………… 12
  What is Meant by Customer Satisfaction ……………………………………………………………………………. 12
  The Meaning of Continuous Improvement ………………………………………..…………………………………. 13
  The Types of Added Value to be Gained ……………………………………………………………………………. 15
  The Types of Information Made Available to Customers and the Importance Given to Effective
  Marketing………………………………………………………………………………………………..……………….. 16

A Range of Quality Controls and How Service to the Customer Can Be Improved………………………… 19
  How Quality Management Can be Measured ………………………………………………………………………. 19
  The Benefit of User and Non-User Surveys in Determining Customer Needs…………………………………… 23
  The Methods of Consultation Employed in One Quality Scheme to Encourage Participation by
  Underrepresented Groups…………………………….……………………………………………………………….. 24
  Identify the Value of Complaints Procedures and Analyse How They May be Used to Improve Quality…...… 25

Apply Principles of Quality Management to Improve the Performance of an Organisation……………… 27
  The Role of Self-Assessment In Order to Determine an Organisation’s Current State of Heath……………… 27
  The Importance of Communication and Record Keeping…………………………………………………………. 28
  Guidelines on the Stages of Staff Consultation Necessary for Effective Implementation of a Quality...