QUALITY MANAGEMENT AT HOTEL INDUSTRY

TOTAL QUALITY TQM

TQM ENABLERSTeam : Cross functional teams

Leadership :motivate for common growth

Empowerment: authority

Communication

Training

Customer Focus

QMS

OUTPUTS Reduces customer complaints

Reduces the service failure

PLANINGCONTROL

ASSURANCEIMPROVEMEN

TAUDITING

Resources,information

INPUTS

• Reliability

• Responsiveness

• Assurance

• Empathy

• Tangibles

CUSTOMER REQUIREMENTS

• Cleanliness• Room services• Hygienic food• Lighting and

furniture

• Fast check-in and express check-out

• Ambience• Valet parking• Cab service• High speed internet

access

• Corporate lounge• Complementary

services• Antique store

KANO MODEL

Quality Control Tools

Ishikawa

Histogram

Pareto Chart

Failure Mode Effect Analysis (FMEA)

highly structured, systematic techniques for failure analysis

helps to identify potential failure modes based on experience with similar products and processes

Identify the ways in which product/service can fail

Estimate risk associated with specific causes

Prioritize actions to reduce risks

Take 4 variable : Severity(SEV), Occurrence(OCC), Detection(DEC) & Risk Priority Number

REFERENCES:

• https://www.radissonblu.com/en/hotel-hyderabad/reviews/BY_LOWEST• https://www.tripadvisor.in/Hotel_Review-g775971-d2223100-Reviews-Radisson_Blu_Resort_Goa_ Cavelossim_Beach-Cavelossim_Goa.htm• https://radissonhotels.knoji.com/compare-vs/• https://www.radissonblu.com/