Total quality management and service

list timberland management and assist there ar many ways you notify explain smell, for example serve up or product which meets or passs the expectations of its consumers is cognize as Quality Product or avail. Product step and usefulness Quality plays were important role in Hospitality Industry because if you exceed your Guest Expectation they will surly come back to you and they vll in any case recommend you to their friends and family, which will attach the business. Hospitality Industry is hit the sackn for their Products and Service and so it is important for them to maintain and gradu aloney increase there attribute according to their customers need.Defination Of QualityAccording to Oxford Dictionary Quality mess define as a degree of ExcellenceJurans defins Quality as seaworthiness for intended use the defination says that Quality is meeting or exceeding customer expectations.Ref http//www.shsu.edu/mgt_ves/mgt481/ littleon1/lesson1.htmExample If the Guest St ays in the 5 star hotel property, he is quite sure of the products and service he is going to consider from them, and if the hotel is successful in providing expected service that means they have accustomed the thickening pure tone service and products.According to Deming- Quality should be aimed at the needs of the consumer, present and future.Ref http//www.balancedscorecard.org/TheDemingCycle/tabid/112/Default.aspxExample In the hotels there are guest who vist same property more offently may be e rattling month, hotel should keep the record of their special needs such as what eccentric of room they prefer, any special dietary requirement, any special products they similar having in there room for eg. Fridge, fan etc. And providing any the record needs of the guest on his every vist, i called as Quality Service and Product.Both the definition have almost same essence that is quality can altogether be graspd if the guest is satisfied with the service and products.Accordi ng to me Getting good Service or Product for less amount is qualityFor Example For me staying in BB is more satisfying than a big property because you get all basic things and service in very low price than a big hotel.Difference betwixt Product Quality And Service QualityProduct QualityService QualityProduct Quality can be owned erst purched.For eg, booking of room in a hotel.Service Quality can only be Experienced as Good or badnessFor Eg, food service joinn on table.Product quality,is not strung-out on service qualityService Quality is dependent on Product QualityIt is Tangible, for eg it can be seenIt is Non tangible, can only be experiencedIt is capital based, for eg. Room s, food,It is labour based, staff can only give serviceProduct Quality can remain constant.For eg. room remain sameService Quality can not be constant.For eg. Depends on nature of staff when he is giving service.It includes features( eg food, interior etc), defects(a/c in room is not working)It include s Delivery Time( providing service on give clip), Knowledge of Delivery( can give explanation about what is served to the guest)The above assumption points shows us that both Product Quality and Service Quality plays very important role in hospitality industry. If both the qualities are soundly balance by any company they can easy achieve their goals. From customers point of view both qulaities are important. For Example if a luxuries hotel, providing all facitiles to the guest but cant provide service according guest expectation, than its sure that guest vll not come again.Implementing Quality ModelThere are different types quality mildews available now such as, Total Quality Management, EFQM, Balbridge Award, Continuous Professional Development (CPD), sextette Sigma, ISO 9000, Bench scar and Hazard Analysis and Critical Control Points (HACCP) this quality types are facilitatory to almost all different organization.Hilton KensingtonSix Sigma is an very important model in ho spitality industry Six Sigma is very important model in Hospiality Management, Hilton Hotels have used this model, the model helps every organization to increase revenue, it increases customer loyalty, it also reduce cost,To maintain optimal inventory Hilton hotel as good records of their inventory, there is perfect count of all equipments used in restaurant, in kitchen also chef has proper count of all the food items needed, figuring of equipments are done on first-string basis. In restaurant and otherwise department of hotel trainings are accustomed to all staff about things required in there specific departments, by which staff has good noesis about their inventories.Minimize wastage/pilferage In every department of the Hilton hotel there is very low wastage because of trainings they get from the department heads. For example in front mapping all the paper which are used are recycled, all the peeing bottles which are opened and which has water in it remaining are brought in restaurant and are used in break strong, it helps lot of wastage.Reduce the time staff of department get all required trainings on regular basis from department manager and also from GM, they are told how to work fast and effectively, for example if the front office staff are trainined with latest softwares, and establishment they can check in the guest quickly and so Hilton has all training which helps to reduce the time.Hilton hotel keeps record of every staff and the training they received, which helps them know how will knowledge the staff is.ConclusionIn the above given report I have disscussed about different definitions of quality in the Hospitality industry and the various quality theories developed by the quality gurus like Deming and Juran. The report also mentions the difference between service quality and product quality. I have also disscussed about use of Six Segma in Hilton London Kensington.BibliographyWebsiteshttp//www.businessballs.com/dtiresources/quality_ma nagement_gurus_theories.pdfRef http//www.shsu.edu/mgt_ves/mgt481/lesson1/lesson1.htmhttp//www.balancedscorecard.org/TheDemingCycle/tabid/112/Default.aspxInterviewsMr stephane FB Manger, Hilton London Kensington, Date 1 oct 2009Mr Daniell practicable manager , Hilton London kensington, Date 2 oct 2009BooksThere were no oneness book on Quality Management In the Library So could not reffer from books