Preliminary Flashcards
Focus of TQM
Customer satisfaction
Triangle
Top
Middle
Bottom
General manager, owner and consultant
Top
Manager, supervisor
Midfle
File, staff, clerk
Rank
Implementor
Manager
Followers
All sectors
Functions of management
Planning Organizing Staffing Directing Communicating Controlling
Style all function
Planning
Systematized step by step procedure
Plannin
Asks customer needs and wants
Planning
Summation, complete, whole
Total
Instruct
Directing
Inforn
Conmunicating
Directing vs Communicating
Guidance
Part of communicating
Directing
Broader than Directing
Communicating
Hire and Fire
Staffing
Train, Promotion and Demotion
Staffing
Right person at right position
Staffing
Minimize
Maximize
Monitor
Evaluate
Controlling
Level
Quality
INTEGRATION of ALL FUNCTIONS and processes within an organization in order to achieve CONTINUOUS IMPROVEMENT of the quality goods and services
TQM
Total
Management
Customers want more, something new
Approach, system
TQM
Products
Tangible
Intangible (service, experience)
Concept of TQM
“Doing the things right, first time”
2 primary objectives of TQM
Zero defects
100% customer satisfaction (loyal)
Customer satisfaction
Positive feedback
Sense of touch
Anyone who is IMPACTED by the product or process delivered by an organization
Customer
Positive or negative
Kinds of Customers
External
Internal
End user of the product
May have some connection with the product
External customer
Other divisions of the company that receive the processed products
Internal
Out of the organization
External customer
Employees or organization
Internal customer
Out of the process
Product
2 kinds of products
Semi-finished goods
Finished goods
Guests vs Customers
Treat customers like guests
Guests are studied
Behaviors observed
Wants, needs, and expectations discovered
Service product tailored to meet demands
Guests-treat as visitors
Customer-purchase simply products
Made up of organization that offer guests courteous, professional food, drink and lodging services alone or in combination
Hospitality industry
Service quality and service value are not defined by managers, auditors, or rating organizations
Mind of guest
Study of guests/profile of the guests
Guestology
Guestology is a term originated by __
Bruce Laval of the Walt Disney Company
Guest’s __ within the hospitality organization are __
Behavior
carefully observed
Their __ regarding the hospitality guest experience are __
Wants, needs,capabilities and expectations
Determined
All organization’s employees must treat customers like guests and manage the organization from all the organization’s employees must treat customers like guests and manage the organization from the guest’s point of view
Guestology
Three aspects of the guest’s experience
Service product Service setting (service environment or servicescape) Service delivery
They are carefully woven together to give guests want and expect plus a little bit more
Three aspects or elements
It’s not just an inspirational slogan; in the service-centered hospitality organization, it is the truth and everybody accepts and lives up to it
“It all starts with the guests”
It turns traditional management thinking on its head. Instead of focusing on organizational design, managerial hierarchy and production systems to maximize organizational efficiency, it forced the organization to start everything it does by looking systematically studied, modeled and predicted
Guestology
The goal of Guestology
Create and sustain an organization that can effectively meet the customer’s expectations and still make a profit
Customers come to a service provider with certain expectations for themselves, their businesses and/or their families
Meeting customer expectations
Seeks to understand and plan for the expectation of an organization’s targeted customers before they even enter the service setting
Guestologist
Persons and units that depend on each other and “serve” each other
Internal customers
Intangible part of a transaction relationship that creates value between a provider organization and its customer, client, or agent
Service
Customer oriented management philosophy and strategy
TQM
It is centered on quality so as to result im customer delight
TQM
It implies that all members of the organization make consistent efforts to achieve the objective of customer delight through systematic efforts for improvement of the organization
Total
TQM PHILOSOPHY
Evolved in Japan after WWII
EDWARDS DEMING
Fitness for use
Quality
ISO
International Organization for Standardization
The world body for standards formulation was founded on _ and has its headquarters in _,
ISO
1946
Geneva, Switzerland
Path breaking standard
Totality of features and characteristics of a product or service that bear on its ability to satisfy a given or implied need
Quality ISO 9000
It results on improved productivity as by eliminating defects, no value adding activities and rework. Additional resource capacity is created.
Quality improvement
It reduces the production cycle Tim and machine time.
Quality improvement
Product Quality
Functionality Reliability Usability Maintainability Efficiency Portability
Refers to the core features and characteristics of a product
Functionality
A set of attributes that bear on the existence of a set of functions and their specified properties. The functions are those that satisfy sated or implied needs
Functionality
Measured by mean average time between failures (MTBF). It is an indicator of durability of products.
Reliability
The customer should be able to use the product easily without the help of experts
Usability
It can also be measured by the time taken for training an operator for error free operation of a system
Usability
Refers to the ease which a product can be maintained in the original condition
Maintainability
Products may be defective while in use or in transit. It should be repairable so as to retain the original quality of the product at he lowest cost at the earliest possible time
Maintainability
A set of attributes that bear on the effort needed to make specified modifications
Maintainability
Maintainability is measured at MTTR
Mean Time To Repair
This is applicable to most products. It is the ratio of output to input
Efficiency
This is more important in the context of software. It is defined as a set of attributes that bear on the ability of software to be transferred from one environment to another
Portability
Service Quality
Quality of Customer Service
Quality of Service Design
Quality of Delivery
Customer Service is important in every business. In a service industry meeting customers and finding out their implied requirements is more challenging. There fore, ability to satisfy the customer depends on the quality of customer service
Unlit of customer service
