integrated management systems
MAASAI MARA UNIVERSITY
SCHOOL OF TOURISM AND NATURAL RESOURCE MANAGEMENT
DEPARTMENT: TOURISM MANAGEMENT
COURSE TITLE: QUALITY MANAGEMENT SYSTEMS
COURSE CODE: BTM 311
NAME: NICANOR OTIENO OKOTH
REGISTRATION NUMBER: BTM/030/2012
LECTURER: MR. MUNKE
Task: with relevant examples, critically evaluate the role and importance of quality management systems integrations in mainstream operations of the hospitality industries in Kenya.
DEFINATION OF TERMS
QUALITY
Juran (1998) identifies quality as an attribute which relates to the customer.
According to Grönroos (1990, 36) defines quality as what the customer perceives it to be where as Juran (1988, 21) defines quality as the features of products or services which meet the expectations of customers and lead to customer satisfaction.
For these reasons, quality can then be understood as the result of being satisfied or not, after having assessed the quality during a service delivery process or staff-customer contact depending on the delivery of the service in terms of having met the expectations of a customer or not.
INTEGRATION
According to the Merriam-Webster dictionary ©2012, this is the act of forming, coordinating, or blending into a functioning or unified whole.
INTEGRATED MANAGEMENT
According to CQI Integrated Management Special Interest Group 2007,
Integrated Management is the understanding and effective direction of every aspect of an organization so that the needs and expectations of all stakeholders are equitably satisfied by the best use of all resources.
QUALITY MANAGEMENT SYSTEM
“A set of co-ordinated activities to direct and control an organization in order to continually improve the effectiveness and efficiency of its performance.”
INTEGRATED QUALITY MANAGEMENT SYSTEM (IMS)
According to CQI Integrated Management Special Interest Group 2007,
An Integrated Management System is a single integrated system used by an Organization to manage the totality
SCHOOL OF TOURISM AND NATURAL RESOURCE MANAGEMENT
DEPARTMENT: TOURISM MANAGEMENT
COURSE TITLE: QUALITY MANAGEMENT SYSTEMS
COURSE CODE: BTM 311
NAME: NICANOR OTIENO OKOTH
REGISTRATION NUMBER: BTM/030/2012
LECTURER: MR. MUNKE
Task: with relevant examples, critically evaluate the role and importance of quality management systems integrations in mainstream operations of the hospitality industries in Kenya.
DEFINATION OF TERMS
QUALITY
Juran (1998) identifies quality as an attribute which relates to the customer.
According to Grönroos (1990, 36) defines quality as what the customer perceives it to be where as Juran (1988, 21) defines quality as the features of products or services which meet the expectations of customers and lead to customer satisfaction.
For these reasons, quality can then be understood as the result of being satisfied or not, after having assessed the quality during a service delivery process or staff-customer contact depending on the delivery of the service in terms of having met the expectations of a customer or not.
INTEGRATION
According to the Merriam-Webster dictionary ©2012, this is the act of forming, coordinating, or blending into a functioning or unified whole.
INTEGRATED MANAGEMENT
According to CQI Integrated Management Special Interest Group 2007,
Integrated Management is the understanding and effective direction of every aspect of an organization so that the needs and expectations of all stakeholders are equitably satisfied by the best use of all resources.
QUALITY MANAGEMENT SYSTEM
“A set of co-ordinated activities to direct and control an organization in order to continually improve the effectiveness and efficiency of its performance.”
INTEGRATED QUALITY MANAGEMENT SYSTEM (IMS)
According to CQI Integrated Management Special Interest Group 2007,
An Integrated Management System is a single integrated system used by an Organization to manage the totality