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  • Lesson 1 INTRODUCTION TO TOTAL QUALITY MANAGEMENT IN TOURISM AND

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    Kate Stephanie Simbajon
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    The document discusses total quality management principles for the tourism and hospitality industry. It covers: 1) The importance of quality management in providing consistent, expected service and building customer satisfaction and loyalty. 2) How companies can sustain competitiveness by focusing on key drivers of customer satisfaction and empowering employees and customers. 3) The differences between total quality management (TQM) which aims to reduce errors, and Six Sigma which focuses on reducing defects. 4) Implementing TQM requires defining organizational objectives, training employees, empowering customers, and pursuing service excellence and perfection relentlessly.

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    The document discusses total quality management principles for the tourism and hospitality industry. It covers: 1) The importance of quality management in providing consistent, expected service and building customer satisfaction and loyalty. 2) How companies can sustain competitiveness by focusing on key drivers of customer satisfaction and empowering employees and customers. 3) The differences between total quality management (TQM) which aims to reduce errors, and Six Sigma which focuses on reducing defects. 4) Implementing TQM requires defining organizational objectives, training employees, empowering customers, and pursuing service excellence and perfection relentlessly.

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    © All Rights Reserved
    Flag for inappropriate content
    14 views11 pages

    Lesson 1 INTRODUCTION TO TOTAL QUALITY MANAGEMENT IN TOURISM AND

    Uploaded by

    Kate Stephanie Simbajon
    The document discusses total quality management principles for the tourism and hospitality industry. It covers: 1) The importance of quality management in providing consistent, expected service and building customer satisfaction and loyalty. 2) How companies can sustain competitiveness by focusing on key drivers of customer satisfaction and empowering employees and customers. 3) The differences between total quality management (TQM) which aims to reduce errors, and Six Sigma which focuses on reducing defects. 4) Implementing TQM requires defining organizational objectives, training employees, empowering customers, and pursuing service excellence and perfection relentlessly.

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    © All Rights Reserved
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    INTRODUCTION TO TOTAL QUALITY

    MANAGEMENT IN TOURISM AND


    HOSPITALITY INDUSTRY
    PRINCIPLES OF HOSPITALITY MANAGEMENT
    1. Provide the 2. Focus strategy
    3. Provide the 4. Define and 5. Find and hire
    service quality and on the key drivers
    service setting that sustain a total people who love to
    value that guests of guest
    guests expect service culture serve
    expect satisfaction

    6. Train your 9. Glue the guest


    7. Motivate and 8. Empower guests 10. Provide
    employees, then experience
    empower your to co-create their seamless service
    train them some elements together
    employees experiences delivery
    more with information

    12. Pursue
    11. Manage the 13. Don’t fail the 14. Lead others to
    perfection
    guest’s wait guest twice excel
    relentlessly
    What is the importance of Quality Management?

    The offered The cost to change


    product or Prices are not easy to another service
    services are to change is measured as
    similar low
    How should companies sustain
    their competitiveness?
    What distinguished TQM from Six Sigma?

    TQM SIX SIGMA

    REDUCE REDUCE
    ERRORS DEFECTS
    Makes Makes things
    What are the guests and
    visitors feel
    work for the
    visitor and
    managerial goals of welcome guest

    Tourism and
    Hospitality? Makes the Makes high
    best service profit
    What is the importance
    of Tourism and
    Hospitality in today's
    economy?
    What are the trends
    that affect Tourism
    and Hospitality
    Industry?
    How should Tourism and Hospitality
    industry be structured and
    conceptualized?

    “Organizational Objectives”
    How should TQM be
    implemented in tourism
    and Hospitality?
    What are the
    challenges of quality
    management in the
    Tourism and
    Hospitality industry

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