Total quality management for tourism and hospitality /
Matt Martin.
- xvi, 388 pages ; 25 cm.
Includes bibliographical references.
Introduction to quality in hospitality industry -- Fundamentals of quality management -- Customer satisfaction and employee involvement -- Continuous process management -- Supplier partnership and performance measures -- Seven tools of quality -- Statistical fundamentals -- Control charts for variables -- Control charts for attributes -- Six sigma principles -- New seven management tools -- Benchmarking -- Quality function development (QFD) -- Taguchi quality loss function -- Productive maintenance -- Failure mode and effective analysis (FMEA) -- ISO 9000 -- Advanced topic double sampling technique.
This book is intended to be a reference book in Total Management (TQM). By now, it is universally agreed across all sectors, hospitality, service, government, non-government and academe that TQ should be applied as widely as possible, i.e. to the whole system. Total Quality is the pursuit of continuous reduction and elimination of any waste, including waste of opportunities to conform to customer specifications. Since quality is associated with conformance, it has to be measured andconformance is measures by the gap between the design (ideal) and theperformance (actual). How the gap varies depends on the tolerance acceptableboth to the customer and the Service Provider. In this text, the readers will see thedirect relationship between statistical capability and the tolerance setting. The book is intended for both practitioners and the university students, andit can also be used as reference tool kit by seminar Trainers and ISO 9000 LeadAuditors. Each chapter of this book begins with a brief introduction to the various concepts which are then explained in detail with the help of solved problems. The readers are provided with further solutions to various problems and also given a set of exercises to solve by themselves"-- Preface of the book.