Quality in Business Excellence
Introduction:-
Most Hospitality Operators use the term “Quality” somewhere in their advertising and promotion. What exactly does that mean? One would compile multiple responses, as management tries to define “Quality”. The same would be said for their staff, and, just as importantly, the customers. We all have different perspectives. Quality has become an essence to lifestyle and with intensification of competitors; there exist a constant drive to excel in business. Various authors and individuals have defined quality as per the business aims and objectives, however a definite explanation of quality is quite impossible as the word quality itself is an ever changing phenomenon. This report attempts to define quality to its closest meaning, by comparing and contrast two definitions from different authors. It defines and differentiates service quality and product quality and finds out how Jumeirah Carlton Tower Hotel, which is the chosen organisation for this report, uses the EFQM quality model to maintain and enhance quality. The information used in this report is collected by reviewing various authors’ books and journals in hospitality.
Two definitions of Quality in hospitality contexts:-
First definition of Quality:-
Crosby, (1979) in his book, “Quality without tears” wrote that quality has to be defined as conformance to requirements.
Though brief, Crosby’s definition places the organisation in the position of operating to something other than opinion and experience. It means that the best brains and most useful knowledge will be invested in establishing the requirements in the first place. They will not be used in determining what can be done to smooth over the rough places. According to Crosby, Quality is to be provided in the first instance itself and there shouldn’t be situations, whereby the end user should find defects and recommend changes. For quality to achieve at its finest level there should be intense research done to prevent product
Most Hospitality Operators use the term “Quality” somewhere in their advertising and promotion. What exactly does that mean? One would compile multiple responses, as management tries to define “Quality”. The same would be said for their staff, and, just as importantly, the customers. We all have different perspectives. Quality has become an essence to lifestyle and with intensification of competitors; there exist a constant drive to excel in business. Various authors and individuals have defined quality as per the business aims and objectives, however a definite explanation of quality is quite impossible as the word quality itself is an ever changing phenomenon. This report attempts to define quality to its closest meaning, by comparing and contrast two definitions from different authors. It defines and differentiates service quality and product quality and finds out how Jumeirah Carlton Tower Hotel, which is the chosen organisation for this report, uses the EFQM quality model to maintain and enhance quality. The information used in this report is collected by reviewing various authors’ books and journals in hospitality.
Two definitions of Quality in hospitality contexts:-
First definition of Quality:-
Crosby, (1979) in his book, “Quality without tears” wrote that quality has to be defined as conformance to requirements.
Though brief, Crosby’s definition places the organisation in the position of operating to something other than opinion and experience. It means that the best brains and most useful knowledge will be invested in establishing the requirements in the first place. They will not be used in determining what can be done to smooth over the rough places. According to Crosby, Quality is to be provided in the first instance itself and there shouldn’t be situations, whereby the end user should find defects and recommend changes. For quality to achieve at its finest level there should be intense research done to prevent product
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