RUNNING HEAD: QUALITY BE DESIGH METHODS 1

STUDENT NAME: OSENYO MARY MPAYO

ADMISSION NUMBER: BHM/2020/18

PROFESSOR NAME: MR. ANGORE

SUBJECT: HOSPITALITY SERVICE MANAGEMENT

SCHOOL: MOI UNIVERSITY NAIROBI CAMPUS

DATE: 14th /5/2021

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Question 2

Explain the following quality by control methods giving relevant examples from the

hospitality industry

A. Tangchi method

Taguchi refers to experimental design as "off-line quality control" because it is a method

of ensuring good performance in the design stage of products or processes. Some experimental

designs, however, such as when used in evolutionary operation, can be used on-line while the

process is running. Taguchi believed that product quality was achieved by consistently meeting

design specifications..

Example in hospitality industry

In the front office For example, a telephone is designed to be far more durable than

necessary because more than once it will be pulled off a desk and dropped on the floor.

Taguchi also applied the concept of robustness to the manufacturing process. For

example, the recipe for caramel candy was reformulated to make plasticity, or chewiness, less

sensitive to the cooking temperature

B. Poka-yoke method

It is also known as mistake proofing. Poka-yoke is the use of any automatic device or

method that either makes it impossible for an error to occur or makes the error immediately

obvious once it has occurred. It is a common process analysis tool.

Examples of application of poka-yoke method in hospitality industry include,

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In the kitchen the use of different chopping boards with different colour codes to chop

food ingredients to avoid food contamination that can affect the customer.

Another thing is the use of different colour cods in tomato sauce and mustard sauce

bottles to make it easy for customers to choose.

Hotel Room Key Card Activated Electricity. Since most hotel guests don’t bother to turn

off the lights and other electronics when they leave their room. Which leads to uncontrolled

electricity consumption, and increased carbon footprint? So hotels have come up with an

ingenious way of controlling how much electricity guests spend. The key-card activated

electricity switches.

C. Benchmarking method

Benchmarking is the competitive edge that allows organizations to adapt, grow, and

thrive through change. Benchmarking is a continuous quality improvement process by which an

organization assesses its internal strengths and weaknesses; evaluates comparative advantages of

leading competitors; identifies best practices of industry functional leaders; and incorporates

these findings into a strategic action plan geared to gaining a position of superiority. It is a

process of identifying, sharing and using knowledge and best practices by measuring against

defined standards or benchmarks. In other words, it involves continuously monitoring the value

customers put on the company’s product and comparing it with the best Benchmarking in

hospitality is a way of comparing best hotels practices against your hotel organizations. This

process identifies performance gap and achieve a competitive advantage. Benchmarking can be
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applied against any process, approach, function, or product in business. The process primarily

focuses on measures like quality, time, cost, effectiveness, and the satisfaction of customers to

distinguish where there are problems. Benchmarking can be a valuable process for businesses in

all industries.

An example of benchmarking in hospitality is for instance the manager of Hilton hotel

visits the Villa Rosa Kempinski hotel and observe their daily activities and learn from them. The

new experiences that he gets he will use them to improve service production in his hotel. In the

hospitality industry, the benchmarking concept can be applied to a number of processes that

constitute operational activities within the industry. These processes include the following:

accommodation reservation process; guest check-in process; procedure for making up a hotel

guest room; and procedure for serving a meal in the restaurant. These processes and many others

in the hospitality industry can be measured against some defined benchmarks.

D. Blueprinting method

Blueprinting (also called flowcharting) is a technique that helps to understand the totality

of a service as a process, so that “fail points,” those stages of the service that have a high

statistical probability of generating problems, can be identified, understood, and possibly

redesigned. The blueprint is an objective, graphical depiction of the service. Blueprint is a

technique used for service innovation

The benefits of blue printing in a business include;

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1. Blueprints are treasure maps that help businesses discover weaknesses.by

analyzing the services offered one can discover weakness and rectify before it

affects the business. An example in hospitality industry is

2. Blueprints help identify opportunities for optimization. The visualization of

relationships in blueprints uncovers potential improvements and ways to

eliminate redundancy. An example in hospitality industry is identification of

opportunity when you invent a dish that is rare in that location. This makes you

stand out and better your services