Managing For Quality In The Hospitality Industry

by King, John H., Jr.; Cichy, Ronald F., Ph.D., NCE, CHA

• ISBN13: 9780130945891
• ISBN10: 0130945897
• Edition: 1st
• Format: Paperback
• Copyright: 2005-01-13
• Publisher: Pearson

Summary

This practical Quality Management book focuses on meeting the expectations of internal customers, external customers, and owner/investorsthe backbones of any organization and its culture. Integrating theories and real-life examples to illustrate how to achieve high quality, the authors add credibility to the process by sharing their successful quality management experience in a contemporary case history - while simplifying the most important elements in managing quality in the hospitality industry.Chapter topics cover how to tap an organizationrs"s hidden strengths, team effectiveness, the tools of the trade, assessing and implementing quality, leadership, and quality life.For Managers of Quality, General Managers, owners, executives and other personnel in the hotel, restaurant, and club industries.

Table of Contents

Foreword	xi
Preface	xiii
Acknowledgments	xv
Reviewers	xvii
About the Authors	xix
An Overview of Managing for Quality	1	(14)
Learning Objectives	1	(1)
Introduction	2	(1)
The System for Managing and Improving Quality	3	(6)
Doing the Right Things	4	(2)
Quality and Leadership	6	(1)
Customers	7	(2)
Starting the Process of Managing and Improving Quality	9	(2)
Summary	11	(1)
Key Terms	11	(1)
Review Questions	12	(1)
Activities in Your Organization	12	(1)
Reference	13	(1)
Relevant Web Sites	14	(1)
Champions of Quality	15	(20)
Learning Objectives	15	(1)
History of Managing for Quality	16	(1)
The Quality Gurus	16	(12)
Deming	16	(3)
Juran	19	(7)
Feigenbaum	26	(1)
Crosby	26	(1)
Ishikawa and Taguchi	26	(2)
Modern-Day Quality Efforts---Gurus	28	(2)
Common Themes of the Gurus	30	(1)
Summary	31	(1)
Key Terms	31	(1)
Review Questions	32	(1)
Activities in Your Organization	32	(1)
References	32	(1)
Relevant Web Sites	33	(2)
Quality Management	35	(20)
Learning Objectives	35	(1)
Shifting Paradigms	36	(2)
The HDS Example (1991): A Testimonial	36	(1)
Change Fighters	37	(1)
Change Makers	37	(1)
Traditional versus High Performance Organizations	38	(6)
How to Spot a High Performance Organization	40	(2)
Functional Teams	42	(2)
Core Principles of Quality	44	(2)
Needs and Expectations = Requirements	46	(3)
Customers First	47	(1)
Service	48	(1)
Culture	48	(1)
Kinds of Customers	49	(3)
Summary	52	(1)
Key Terms	52	(1)
Review Questions	53	(1)
Activities in Your Organization	53	(1)
References	54	(1)
Relevant Web Sites	54	(1)
Tapping the Organization's Hidden Strengths	55	(26)
Learning Objectives	55	(1)
Internal Customer Focus	56	(3)
Associates as Creators and Deliverers of Service	58	(1)
Synergism, Diversity, and Empowerment	59	(12)
Life Without Synergism and Empowerment	59	(1)
Transforming Diversity to Synergism	60	(3)
Empowerment	63	(8)
Human Resources Process Model	71	(6)
Summary	77	(1)
Key Terms	78	(1)
Review Questions	79	(1)
Activities in Your Organization	79	(1)
Reference	80	(1)
Relevant Web Sites	80	(1)
Team Effectiveness	81	(22)
Learning Objectives	81	(2)
What Is a Team?	83	(3)
Participative Management	85	(1)
Collaborative Thinking	86	(1)
Examples of Teams	87	(3)
Self-Directed Teams	87	(3)
Total Customer Satisfaction Teams	90	(1)
Teamwork	90	(8)
Summary	98	(1)
Key Terms	98	(1)
Review Questions	99	(1)
Activities in Your Organization	100	(1)
References	100	(1)
Relevant Web Sites	101	(2)
Serving External Customers	103	(22)
Learning Objectives	103	(1)
Focus on External Customers	104	(1)
Quality Perceived	105	(1)
Fact versus Perception	105	(1)
Customer Satisfaction Challenge	106	(2)
Loyal Customers	108	(1)
Using Customer Information	109	(9)
Hearing the Customers' Voices	111	(4)
Get More Customers to Complain	115	(3)
Service Excellence	118	(2)
Summary	120	(1)
Key Terms	120	(2)
Review Questions	122	(1)
Activities in Your Organization	122	(1)
Relevant Web Sites	123	(2)
CQI Journey	125	(14)
Learning Objectives	125	(1)
CQI Defined	126	(2)
Steps in the Process for Quality Improvement	128	(4)
CQI Process Tools	132	(1)
Management's Role	133	(3)
The CQI Journey	136	(1)
Summary	136	(1)
Key Terms	137	(1)
Review Questions	137	(1)
Activities in Your Organization	137	(1)
Relevant Web Sites	138	(1)
Tools of the Trade	139	(28)
Learning Objectives	139	(1)
ISO 9000	140	(2)
Measuring Standards	142	(2)
Asking the Right Questions	144	(1)
Management ``Tools of the Trade''	145	(16)
Brainstorming	145	(3)
Nominal Group Technique	148	(2)
Cause and Effect Analysis	150	(2)
The PDCA Cycle	152	(2)
Flow Chart	154	(4)
Check Sheet	158	(1)
Pareto Chart	158	(1)
Run Chart	158	(1)
Run/Control Chart	159	(1)
Force Field Analysis	160	(1)
Transition from Tools to the SQPD Guide	161	(1)
Summary	161	(2)
Key Terms	163	(1)
Review Questions	164	(1)
Activities in Your Organization	164	(1)
References	165	(1)
Relevant Web Sites	165	(2)
Strategic Quality Plan	167	(24)
Learning Objectives	167	(2)
Shared Vision	169	(2)
Personal Vision	170	(1)
Shared Visions in High Performance Organizations	170	(1)
Mission	171	(2)
Core Values	173	(3)
What We Are All About	176	(2)
Strategic Goals	178	(2)
Critical Processes	180	(1)
Strategic Results	181	(3)
Balanced Score Card	184	(1)
Generating and Operationalizing the Strategic Quality Plan	184	(2)
Building Commitment	186	(1)
Summary	187	(1)
Key Terms	187	(1)
Review Questions	188	(1)
Activities in Your Organization	188	(1)
Reference	189	(1)
Relevant Web Sites	190	(1)
Assessing Quality	191	(22)
Learning Objectives	191	(1)
Assessment Defined	192	(1)
Assessing Customer Wants	192	(2)
Quality Indicators	194	(2)
External Customer Assessment at HDS Services	196	(3)
Internal Customer Assessment at HDS Services	199	(7)
Group Input	205	(1)
Sanitation Scores	205	(1)
Benchmarking	206	(1)
Using the Assessment Information at HDS Services	207	(1)
Key Elements of Quality Improvement	207	(1)
Summary	207	(2)
Key Terms	209	(1)
Review Questions	210	(1)
Activities in Your Organization	210	(1)
References	211	(1)
Relevant Web Sites	211	(2)
Implementing Quality	213	(24)
Learning Objectives	213	(1)
Restricting Forces---Spanning the Centuries	214	(1)
Twentieth Century Management versus High Performance Management	215	(1)
The Six Steps of Implementation	215	(9)
Education	216	(2)
Assessment	218	(3)
Address the Burning Issues	221	(1)
Determine Critical Processes and How to Measure Progress	222	(1)
Redesign the Processes	223	(1)
Continuous Improvement	223	(1)
The Costs of Quality	224	(3)
Transformation at HDS Services (2003)	227	(4)
Implementation of Service Systems	231	(1)
Summary	232	(1)
Key Terms	232	(1)
Review Questions	233	(1)
Activities in Your Organization	233	(2)
Reference	235	(1)
Relevant Web Sites	235	(2)
Leading Quality	237	(16)
Learning Objectives	237	(1)
The Leadership Paradigm	238	(2)
Leadership Assessment	240	(8)
Leadership Qualities	241	(3)
Leadership Keys	244	(2)
Leadership Secrets	246	(2)
Some Additional Thoughts on Leadership	248	(1)
Summary	249	(1)
Key Terms	249	(1)
Review Questions	250	(1)
Activities in Your Organization	250	(1)
References	250	(1)
Relevant Web Sites	251	(2)
Quality Life	253	(16)
Learning Objectives	253	(1)
Self-Understanding	254	(1)
Personal Definition of Quality	255	(1)
Applying Quality Principles to Life	256	(1)
A Personal Quality Triangle	256	(3)
Effectiveness of QL	259	(1)
Implementation of a Quality Life	259	(3)
Use of the Tools	262	(4)
Summary	266	(1)
Key Terms	266	(1)
Review Questions	266	(1)
Activities in Your Quality Life Journey	266	(1)
Relevant Web Sites	267	(2)
Final Thoughts	269	(10)
Learning Objectives	269	(2)
Final Thoughts Regarding Improving Quality	271	(3)
Challenges Facing the Industry	274	(2)
Summary	276	(1)
Key Terms	276	(1)
Review Questions	276	(1)
Activities in Your Organization	276	(1)
References	277	(2)
Glossary	279	(12)
Index	291	(8)
Your Tools of the Trade	299