Quality Management

Examples of University Progression

Awarding Body

Qualification

Course Details

Quality is one of the most important factors, which a hospitality organisation has to consider in order to be successful. Quality in a hospitality organisation can be related to many different aspects of the overall operation, such as the quality of service delivered, the quality of products available to the customer, the quality of the facilities in the organisation and the quality of the employees employed by the organisation. Some theorists believe that quality can only be achieved if certain key areas within the business are performing to a high standard. These are also known as the three key result areas (KRA’s), the customers, the workforce and the assets. All 3 KRA’s interlink with each other, e.g. the asset exist to satisfy the needs of its customers through the skills of its workforce. Only when all three areas are coordinated effectively can quality be achieved. There are several key components of quality, which include meeting the needs of the customers, being committed to quality, meeting standards and being consistent in product and service delivery and having the right quality management systems in place, which enable managers to identify, measure, control and improve quality in the organisation. In the Western world the four best known quality management experts are Crosby, Deming, Feigenbaum and Juran. These four men have had a considerable influence on the development of quality management in organisations throughout the world. In addition to the approaches and philosophies of these four experts, the Japanese quality management culture has also had a huge impact on Western quality management theories, in particular the works of Ishikawa and Taguchi.

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