Module 4 Lesson 2 Check in Activity

Identify one quality guru and present his principles of total quality management.
discuss the contributions of the principle in attaining quality in:
TQM emanates from guest expectations. An analysis of guest feedback, complaints and requests
should provide adequate guidelines for devising a methodology for TQM in Housekeeping. The
cycle is ongoing, particularly because guests visiting a hotel vary widely in their expectations.
Providing a clean, comfortable and safe environment for guests is primary but there is also the
aspect of maintenance of the building. Hotel Housekeeping must work in close co-ordination
with the Engineering department to maintain the premises and extend the lifespan of the
property. Since quality is directly proportional to expenses, it is also essential to control expenses
without sacrificing quality. This involves extensive research and expertise in procurement.

Monitoring every process in the Quality Chain from supplier to guest is essential and setting up a
framework with detailed guidelines for this purpose acts as a roadmap to assist employees in
managing quality. Studies have suggested that a TQM framework with Four Ps (Planning.
People, Process and Performance) as the key factors and the Three Cs (culture, communication
and commitment) to support the Four Ps will produce a desirable result.

Process mapping via flow charts is one of the common TQM tools. For example, creating a flow
chart for the Laundry process not only provides a clarity in work processes but also serves as a
referral for a work study analysis. On a micro level, creating standard operating procedures for
every task to be performed is essential and must be followed up by diligent supervision to ensure
that they are being implemented. Most departments have a standard operating manual but all too
often this is a tome that stays on a shelf and is not put into practice. The traditional bedmaking
with three sheets and a blanket has long since been replaced by the use of a duvet and bed runner
so this switch over must be altered in the SOP. For this reason, it is necessary for SOPs to be
reviewed periodically so that quality is consistent and up to- date with current innovations.

In its simplest form, TQM is providing a service quality that strikes a balance between guest
expectations and their perception of the service received. Therefore, the more information the
hotel can glean from the guest, the smaller the gap between the expectation and the perception of
the service provided.

https://www.cleanindiajournal.com/total-quality-management-in-
hospitality/#:~:text=In%20its%20simplest%20form%2C%20TQM,perception%20of%20the%20
service%20provided.