CHAPTER 1

Overview of
Quality Service
I Want Quality
QUALITY CANNOT BE DELINKED
FROM OUR WHOLE BEING
Learning Objectives: 1. Define the concept of quality
and quality service;
2 Determine the different
dimensions of quality;
3. Identify the different principles
of total quality management
leading to quality service
management; and
4. Discuss the different barriers of
quality service implementation.
INTRODUCTION

Quality service management is a participative

approach in the hospitality and tourism industry
that enables all employees to work together to
set guest service standards and decide the best
method to meet or exceed these expectations.
Concept of Quality

Quality means consistently providing goods and services

to guests that meet or exceed expectations in the
tourism and hospitality business. Offering high-quality
service will be a significant issue for hospitality
managers in the following years. It's an absolute need in
the newly competitive global hospitality industries that
are just getting started.
Concept of Quality

The International Organization of Standardization

(ISO) defines quality management as "element of the
overall management function that develops and
executes quality policy and as such is the
responsibility of top management." Managing all
operations for the future prosperity of the
organization is a management duty.
Performance - A product’s primary
operating characteristics
Features- Characteristics that
supplement basic functioning
Reliability- Probability of a product
malfunctioning within a specific
time period.
Conformance- The degree to which
a product’s design and operating
characteristics meet established
standards.
Durability- Expected product
life
Serviceability- Speed, courtesy,
competence and ease of repair
Aesthetics- How a product
looks, feels, sounds, tastes or
smells.
Perceived Quality- Reputation
and other indirect measures of
quality.
 DIMENSIONS EXAMPLE

Performance Will the product do the intent job?

Features What does the product do?

Reliability How does the product fail?

Conformance Is the product made exactly as the

designer intended?

Durability How long does the product last?

Seviceability How easy is it to repair the product?

Aesthetics What does the product look like?

Perceived Quality What is the reputation of the company or

its product?
DIMENSION
OF SERVICE
QUALITY

McGraw-Hill/Irwin Copyright © 2013 by The McGraw-Hill Companies, Inc

Importance of Quality Service
Satisfied customers are more likely to be
loyal customers. You provide not only
excellent customer service but also
fantastic goods. Focus on keeping with
trends your clients may follow, such as
offering personal support services to
traveling customers or offering discounts to
loyal customers who buy from often. When
a client needs your services or goods, make
sure you have everything they require on
hand.
 Importance of Quality Service
Customers will be happier if your company
creates a more positive physical environment
for them to be in. To establish a friendly
atmosphere, you don't have to spend a lot of
money. Over-the-top interior design may be
either chilly and uninviting, warm and
friendly, or something between. The critical
element establishing unique experience is
the emotional quality of your workers. This
makes all the difference.
Importance of Quality Service

When customers pay to be serviced,

they should be free from fear of being
harmed. Having a safe atmosphere
involves having much helpful staff
available to greet customers from when
they arrive until they check out.
Interacting with customers regularly
helps to foster a feeling of belonging
among your patrons.
Importance of Quality Service

Your customers must feel they are

getting good value for their money
when they stay at your hotel.
Discounts, free sweets or snacks,
complimentary bottled water, gift
cards, and the like are all low-cost
ways to add value to their stay.
Quality is not complete
without CUSTOMERS
“Customers are
Ultimate Judge
of Quality”
Who are the
● Either internal or external
CUSTOMERS?
● Individuals or group of
persons or entity
● Use, buy, further process
distribute or affected by
the product
● The customer is the real
“Boss”.
What customers require?
● Satisfy , delight & surprise your customer
★customer satisfaction-when customer requirements &
expectations are met
★customer requirements-are stated need & wants
★customer delight-when requirements & expectations
are exceeded.
★customer surprise-how to keep customer happy &
loyal non-stop that they will always come back
● Everyone in the organization should be customer
focused or oriented.
Principles of Quality Principle 1: Commitment
Management Leading Principle 2: Culture
to Quality Service Principle 3: Continuous Improvement
Principle 4: Cooperation
Principle 5: Customer Focus
Principle 6: Control
Principle 7: Cross-Functional
Principle 8: Cause Analysis
Principle 9: Change

Principle 10: Concept of Team Synergy

Principle 1: COMMITMENT

Total commitment is required if a quality

service management culture is to be created.
Top management must set clear standards for
quality, as well as provide the necessary
support and training.
Principle 2: CULTURE

To alter culture and attitudes, training is

essential. Negative attitudes must be
addressed to promote individual contributions
and make ‘quality awareness’ regular aspect of
everyone’s work.
Principle 3: CONTINUOUS IMPROVEMENT

Quality service management should be

“continuous process” not a “one shot” program.
It encompasses both “incremental” and
“breakthrough” improvements.
● Increasing consumer value via new and better goods and
services;
● Recognizing new business possibilities;
● Errors, faults, inefficiencies and waste are reduced.
● Enhancing responsiveness and cycle time performance; and
● Increasing resource usage productivity and effectiveness.
Principle 4: COOPERATION

Employee participation and collaboration should be

sought in the creation of improvement initiative
and performance metrics.
1. Employee involvement
Every employee is engaged in the company’s day to day operations
and plays an active role in assisting the company in achieving its
objectives.

2. Employee empowerment
Recognition by workers and management that there are many barriers
to attaining organizational objectives that may be overcome by
individuals given the appropriate tools and authority.
Principle 5: CUSTOMER FOCUS

External customers (those who get the end

product or service) and internal customers
(those who received and provide products,
services, or information) should be prioritized.
Principle 6: CONTROL

Documentation, processes and current best

practices are required for quality service
management solutions to work appropriately.
Principle 7: CROSS-FUNCTIONAL

QSM is a total system approach in the

hospitality and tourism industry, not a separate
area or program. It is an essential components
of high-level strategy formulation. It spans
functions and divisions, includes all workers,
and extend backward and forward to
encompass the supply chain and customer
chain.
Principle 8: CAUSE ANALYSIS

Instead of focusing on the symptoms of low

quality, the emphasis is on the reasons. This is
accomplished by identifying the problems
underlying causes and executing remedial
measures that address the issues at the root
cause level.
Principle 9: CHANGE

Improvement and education should be part of

everyday work to provide excellent service in the
tourism and hospitality sector. The goal is to
solve issues at their sources and be motivated by
both possibilities for improvement and
difficulties that must be resolved. A “learning”
mindset, such as adapting to change to achieve
new objectives or methods.
Principle 10: CONCEPT OF TEAM SYNERGY

Using the synergy of teams to solve the

issues and challenges of continuous
improvement is a successful strategy.
Quality is Journey,
Not a Destination.
References:

● Quality Service Management in

Tourism and Hospitality, 2022
Michael Bhobet
Baluyot,DHM,CHP
● https://www.youtube.com/wat
ch?v=RGqniblnk4
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