Quality Fundamentals

Adriana M. Isunza Díaz.

References: Davis, B., Lockwood, A., Panteliddis, J., Alcott, P. (2008). Food and Beverage Management (4th ed).
[PDF File]. Orford, U.K.: Elsevier
Evans, J., Lindsey, W. (2008). The Management and Control of Quality. (7th ed.) New York, U.S.A.: McGraw Hill.
FDA, National Advisory Committee on Microbiological Criteria for Foods (August, 1997). HACCP Principles &
Application Guidelines. https://www.fda.gov/Food/GuidanceRegulation/HACCP/ucm2006801.htm
Knowles, G. (2011). Quality Management. [PDF file]. USA: Bookboon.com
Robbins, S., Coulter M. (2011). Management (11th ed.). New Jersey: Prentice Hall
 Video
➢ Watch Youtube Videos: You Tube – ¿Qué es
calidad según ISO 9000?– Luis Fernando
Velez
https://www.youtube.com/watch?v=xRn2F8
IT6HQ
➢ Write down your conclusions.

1
 Fundamentals
➢ The level of quality directly impacts the amount of
waste and rework a company experiences.
➢ Waste and rework increase costs and thus consume
profits.
➢ Quality is every employee’s responsibility and should
start at managerial level.
➢ Improvement is a never-ending process.
➢ Training in quality control should be open to
employees at all levels, and as stated before, it has
to start with the managerial level commitment.
2
 What is quality?
➢ Total level of customer satisfaction with the
organization’s product or service.
➢ Components:

✓ Features are the characteristics, attributes, or

functionality of the product or service which are
compatible with customer expectations, in short,
design quality.
✓ Performance quality refers to the difference
between the design specifications of the product
and the actual performance of the product.

3
 Why is quality subjective?
➢ Quality is a perception; therefore, it might be
regarded as subjective. Not all customers have the
same expectations for a product or service.
➢ Considerations:
✓ Is defined by the customer.
✓ Associated with creating customer value.
✓ Meet or exceed customer expectations.
✓ Achieved only if the whole organization works together
towards it.

4
Quality timeline

5
 Quality
➢ In gastronomic services is more than just
satisfying the customer needs.
➢ Customers are becoming more demanding and
sophisticated.
➢ It means to delight the guest by exceeding their
expectations.
➢ It means creating loyal guests to our concept.
➢ The concept needs to add value (features that the
customer did not expect)
➢ Surprise your guest in every visit.
6
 Total Quality
➢ Cannot wait for mistakes to happen.
➢ If they do, immediate corrective actions are
taken.
➢ Plan and prevent problems.

➢ Emphasis is moved from inspection to prevention.

➢ Proactive rather than reactive.

➢ Involves employees.

7
Key Features

8
 Quality Management System
➢ Focuses on exceeding customer satisfaction.
➢ Anything that impedes it, must be removed.
➢ Involves the whole organization, suppliers,
continuous improvement of products and services
delivered.
➢ Encourages creativity, training and empowerment,
performance measurement.
➢ Teamwork and participation.
➢ Changes in organizational culture.
9
Key Features

10
 Continuous Improvement
➢ Continuous improvement, sometimes called continual
improvement, is the ongoing improvement of
products, services or processes through incremental
and breakthrough improvements.
➢ These efforts can seek "incremental" improvement
over time or "breakthrough" improvement all at once.
➢ Tools:
1. Process mapping.
2. Root cause analysis.
3. The plan to check act (PDCA) cycle.
11
 Homework
1. Research on the main authors of quality.
2. Watch Youtube Video: EUSKALIT.net: Calidad:
método Kaizen – 5S cocina -
https://www.youtube.com/watch?v=WdMV4DX81
yw
➢ Take notes, write down your conclusions.

12
 Teamwork:

➢ Choose two process (production and service) in

the F&B Division OF YOUR INTEGRADORA
PROYECT and explain:
✓ How you define and create quality in those
processes.

13
14