Principles of Quality Management Leading to
Quality Service
Principle 1: Commitment
Total commitment is required if a quality
service management culture is to be created.
Delegating ‘quality’ concerns to a single person
or department is insufficient.
Principle 2: Culture
To alter culture and attitudes, training is
essentials. Negative attitudes must be
addressed to promote individual contributions
and make ‘quality awareness’ a regular aspect
of everyone’s work.
Principle 3: Continuous Improvement
Quality service management should be seen as
a “continuous process”. It is not a “one-shot”
program. Continuous improvement
encompasses both “incremental” and
“breakthrough” improvements. Improvement
may take several forms, including the following:
1. Increasing consumer value via new and
better goods and service;
2. Recognizing new business possibilities;
3. Errors, faults, inefficiencies, and waste
are reduced;
4. Enhancing responsiveness and cycle
time performance, and as well as; and
5. Increasing resource usage productivity
and effectiveness.
Principle 4: Cooperation
1. Employee involvement – refers to the
fact that every employee is engaged in
the company’s day-to-day operations
and plays an active role in assisting the
company in achieving its objectives.
2. Employee empowerment – refers to
recognition by workers and
management that there are many
barriers to attaining organizational
objectives that may be overcome by
individual given the appropriate tools
and authority.
Principle 5: Customer focus
The requirements of external customers
(those who get the end product or service)
and internal customers (those who receive
and provide products, services or
information) should be prioritized.
Principle 6: Control
Document, processes and current best
practices are required for a quality service
management solutions to work
appropriately.
Principle 7: Cross-Functional
Quality service management is a total
system approach in the hospitality and
tourism industry, not a separate area or
program.
Principle 8: Cause Analysis
Rather than allowing defects to occur and
then inspecting and rectifying them, quality
service management aims to design and
build quality into the hospitality and
tourism product.
Principle 9: Change
Organizational success is dependent on
learning and adapting to constant change.
Improvement and education should be a
part of everyday work to provide excellent
service in the hospitality and tourism
sector.
Principle 10: Concept of Team Synergy
Using the synergy of teams to solve the
issues and challenges of continuous
improvement is a successful strategy.