Certificate No.

AJA19-0226

QUALITY CASE No. 1

Name: _Reginal Carlos A. Gade Date: Feb, 13. 2020

Year/Section: BSHM 1-A Grade/Score: _______________________

Direction: Read the story of Uratex and answer the questions below it.

Uratex Commits to Product Quality

Source: http://www.philstar.com/business/602727/uratex-commits-product-quality
http://www.lazada.com.ph/uratex/

Remember the time when you are still lying on a flat, hard, and uncomfortable bed? As time passed,
people’s curiosity, skill and demand have driven the research on making materials that cater the needs of
man. From flat and hard bed, shifted into soft and more relaxing couch, began in 1968, as part of the
owners’ dream in producing high end quality foam at an affordable price as well as something that man can
use in everyday lives, Uratex has been produced. The brand is well-known for three reasons; its durability,
satisfaction and comfort ability. The company worked passionately in designing products aimed to provide
comfort, healthful, restful and peaceful sleep every single night.
Multiflex RNC Philippines Inc., which makes Uratex, has invested on top-of-the-line equipment to
produce mattresses that are up to world-class standards, while raising the bar in terms of quality foam
production in the Philippines.
Uratex has proven itself to be the leading foam manufacturer in the country. To prove, in five
consecutive years, Readers Digest gives recognition to the company for being the Most Trusted Brand.
This recent award continues to be a proof to the company’s commitment to bring only the best foam
products to Filipinos. With high quality products and numerous innovations, surely consumers will be
satisfied to what they paid for. As consumers, once you choose Uratex brand, you are assured that the
items lasts for years. Another thing that makes them trusted is they always seek ways to improve their
products.
It is now one of the leading foam producers in Southeast Asia, with products that are comparable to
the best in the world. All Uratex foam blocks are produced using processes that rival the best in the United
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States and Europe. It utilizes the computerized Vertifoam process to form perfectly shaped foam. The work
doesn’t end there. Each block of form is cured through a cooling and drying process that ensures durability.
With optimum storage conditions and special equipment for customized cutting according to
specifications, consumers are assured of a top-quality product. And since it is made in the Philippines, it
has a more reasonable cost than imported foam products.
Just recently, Multiflex invested on a German Hennecke foaming equipment to improve its foam
production consistent with its vision for quality. With the call for a green workplace, efforts have been made
to significantly reduce foam waste, which may affect the environment.
The secret to the success of Uratex is based on an uncompromising commitment to product quality
and investment, sound financial management, and people skills that encouraged its staff to help innovate
on its different foam products.
These have helped the Uratex brand become synonymous with world-class manufacturing in the
Philippines.

Questions:
1. What approach in quality has Uratex brand used to excel? Explain briefly.
2. How would you qualify Uratex brand using the three quality types of design, quality of conformance
and quality of performance? Discuss further.
3. Can Uratex brand make use of reengineering to further improve its mattresses? Defend your side.

Answer:
1. We all know that the uratex brand is the most famous foam here in our country. This
uratex brand give us comfortful, and peaceful sleep every single nights. It make us comfortable
the brand prove us in five consecutive year. Readers digest give recognition to the company for
bèing the most truste brand here in our country.
2. For the quality of design we meet the satisfaction of the design because of this design it is
producing the quality that we realty want. For quality of conformance it provide us comfort, and
the quality of performance it has good qualìty it give as more relaxing bed to everyone.
3. For me Yes. The uratex brand can make use of reegineering to further improve thier
mattresses. Because of the good qualities of this brand. They could seek something of information
that can help to improve thier mattresses. If it meets the expectation of the customer it could be a
successful and also complete to universal production.

Certificate No. AJA19-0226

QUALITY CASE No. 2

Name: Reginal Carlos A. Gade Date: Feb. 13, 2020

Year/Section: BSHM 1-A Grade/Score: _______________________

Direction: Read the case and answer the questions below the story it.

Service Quality at the Excellent Hotel

Adopted from: Hospitality Marketing Management (2009) by Robert D. Reid and David C. Bojanic

Gilda Serra had recently transferred to the Excellent Hotel to improve the level of customer service.
She had been with the company for five years and had been quite successful in improving the level of
customer satisfaction at the two previous hotels to which she has been assigned. Gilda knew that the
Excellent was going to be a real challenge. The mix of business was 60% individual transient guests and
40% group business. Of this group business, about 1/3 was motor coach tour groups.
On her first day on the job, she witnessed quite a sight. There was a line of about 20 guests waiting
to check in when two motor coaches arrived and more than 80 additional guests and guides walked into the
lobby to check in. Needless to say, the 2 front desk agents had a look of terror in their eyes as they worked
diligently to process the registration for those waiting to check in. Some 40 minutes later, everyone had
been checked in, but the general manager said to Gilda, “I’m glad that you are here; we need to work out a
better system. Let’s meet for lunch tomorrow to discuss your initial ideas.” Gilda had just picked up a pen to
start brainstorming ideas to present to the general manager when a guest approached her desk.
“Hello, my name is Brey Ong, and I stayed at your hotel last night with my family. We really did not
have a good experience, and I want to tell you about it. I want to make sure that this does not happen
again, to me or anyone else.” Mr. Ong then proceeded to tell Gilda his account of the events. “I was
traveling with my wife and our son, who is 4 years old. Our connecting flight delayed, so we did not arrive at
our final destination at the airport, and I assumed that I would be able to secure my room while waiting for
the luggage. When I approached the employee at the hotel’s airport facility, I was told that the check-in
service was not available at that time of the day. I found this to be surprising, since this was the very type of

Certificate No. AJA19-0226

situation in which an airport facility would be beneficial.

Next my family took a shuttle van from the airport to the hotel, where we were given directions to the
front desk. Two front desk clerks were on duty when the passengers from the airport shuttle arrived a little
before 11 PM. However, one of the front desk clerks was apparently going off duty at 11 PM. And she
proceeded to close her drawer at that exact moment. This left a line approximately 10-12 guests to be
checked in by one clerk. Needless to say, it took some time to process all of the guests, and we had to wait
20-30 minutes for our turn. We were assigned to a room, but at this point we had few bags and my son was
fast asleep and had to be carried. When I asked for assistance with or luggage, I was told that no one is
available at that time of night. The hotel was large, having over 1,000 rooms and the rooms were spread
out among several adjacent buildings. Our room was 2 building away from the lobby area. My wife and I
struggled to carry the luggage and our son to the room. We arrived there about 11:30 and attempted to
enter the room. The key unlocked the door, but the door would not open. After a couple of attempts, we
heard a woman’s voice in the room. Obviously, the room had been double-booked and the woman woken
from her sleep. I used the house phone to call the front desk and explain the predicament. The front desk
manager offered a quick apology and said that she would send someone with a key to a nearby room.
About 10 minutes, a housekeeper happened to be going through the hallway, and she let my family into
room that I had been given over the phone. However, the housekeeper had no idea what was going on and
took my word. After, we had been in the room for 10 minutes, the phone rang and I spoke with the front
desk manager. She acted as though she had sent the housekeeper to open the room, but she still needed
to send someone with the room keys. She apologized one last time and told me to call the front desk if I
had any other problems.”

Questions:
1. In what particular quality level does the problem of Mr. Brey Ong occurred? Explain.
2. How should quality be defined in a hospitality industry like a hotel? How would you assess the
quality of Excellent Hotel? Describe briefly.
3. What proposals should Gilda Serra recommend to the general manager considering the complaint
of Mr. Ong? Discuss.
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Answer:
1. Organizational level, where in the feedback of the customer is needed and it also meet
the expectation of the customer. Mr. Brey ong expectation to the hotel is not meet, based
on their experience no one of their staff has represent to help them to carry their luggage,
then he also want to make sure that it would not happen again to him even to anyone else.

2. Quality will be defined in a hospitality industry if they respect to everyone or anyone who
enter the hotel, about the hospitality industry. The hotel must have enough equipment like
rooms for everyone. In order to maintain the position the position held to complete and it is
necessary to provide quality services by which old customer and new customers attracted.

3. She could propose to have more staff that is qualified Riliable and Responsible and also
change those organization to process the customer. Always check the safety of the
customer. Give some food for acompany the customer and always be humble enough in
handling the customer.