Tqm in Hotel

TOTAL QUALITY MANAGEMENT ASSIGNMENT

QUALITY MANAGEMENT SYSTEM IN HOSPITALITY INDUSTRY

Definition of Quality management system: ISO 9000 defines a QMS as a management system to direct and control an organization with regard to quality. If we insert the ISO 9000 definitions for the words in italics we produce the following unintelligible definition: ‘A QMS is a set of interrelated or interacting elements that establishes and achieves policy and objectives that direct and control an organization with regard to the degree to which a set of inherent characteristics fulfils requirements’. For an effective quality management system, it has to comprise dynamic processes that bring resources, activities and behaviours together in the right relationship, and focus effort on the achievement of objectives.
Elements of a Quality Management System 1. Organizational Structure 2. Responsibilities 3. Methods 4. Data Management 5. Processes 6. Resources 7. Customer Satisfaction 8. Continuous Improvement 9. Monitoring 10. Product Quality
ISO 9000 family: The purpose of the ISO 9000 family of international standards is to assist organizations implement and operate effective quality management systems. The ISO 9000 family intends to facilitate mutual understanding in national and international trade, and to help organizations achieve sustained success. The scope of the ISO 9000 family of international standards is limited to quality management systems.
There are four standards in the family:
ISO 9000: Quality management systems – Fundamentals and vocabulary.
ISO 9001: Quality management systems – Requirements.
ISO 9004: Quality management systems – Guidelines for performance improvements.
ISO19011: Guidelines on quality and/or environmental management systems auditing.
The ISO 9000 family of standards apply to all organizations regardless of type, size and product provided.

ISO 9000: ISO 9000 is an international standard that specifies the fundamental concepts and vocabulary associated with quality management systems. The purpose of ISO 9000 is to facilitate common understanding of the concepts and language used in the ISO 9000 family of standards. ISO 9000 intends to be used in conjunction with ISO 9001 and ISO 9004. ISO 9000 defines the principles, the fundamental concepts and the terms used in the family of standards. It contains 81 definitions and no requirements. Applies only to the concepts and terms used in the ISO 9000 family of standards. They are not the only concepts and definitions in the field of quality management.
ISO 9001: The purpose of ISO 9001 is to provide an equitable basis for assessing the capability of organizations to meet customer and applicable regulatory requirements. It is, therefore, a test specification for a quality management system. ISO 9001 applies where an organization needs to demonstrate its ability to provide product that meets customer and applicable regulatory requirements and aims to enhance customer satisfaction. ISO 9001 defines the requirements for a quality management system, the purpose of which is to enable organizations to satisfy their customers’ needs and expectations continually. The criteria relate to organizations and not products. There are no product acceptance criteria in ISO 9000. The Standard contains eight sections, 51 clauses and over 250 requirements.
ISO 9004: The purpose of ISO 9004 is to assist organizations satisfy the needs and expectations of all interested parties. It is intended for organizations whose top management wishes to move beyond the requirements of ISO 9001 in pursuit of continual improvement. It is not intended as a guide to meeting the requirements of ISO 9001. ISO 9004 provides guidelines for improving the performance of the organization and the satisfaction of all interested parties. It has a similar structure to ISO 9001 to assist in their application as a consistent pair. The Standard contains eight sections and 64 clauses, but no requirements. ISO 9004 applies to organizations seeking guidance on developing quality management systems and improving their performance. It may be used to assist the design and development of a quality management system.

QMS for a Hotel: A QMS for a hotel is basically a manual that talks about how the hotel should go about implementing quality inside the organisation. The contents of the manual would vary from one hotel to another. A generalised outlay of the contents a quality manual is given bellow or in other words most manuals will discuss about the following areas:

1. Introduction: The introduction of the manual would contain information about the hotel, brief history about the hotel and then it would have basic purpose behind the manual's existence. It would also discus about the scope of the manual and where all it can be applied. Finally it would have definitions of some or most the important terms that the manual would contain for reference or reader's understanding. 2. Business overview:
Then the manual would go on to discuss about the hotel's vision, values and mission and apart from that it would also have information about key success areas. This section of the manual would also have information and schematics on the hotel's organisational structure, its nature of business and operations, and also about the stakeholders. 3. Business processes: This section of the manual would have more detailed information on the hotel's business process and what are the hotel's system performance indicators and how they are measured. This section would also have information on how to manage its physical resources, human resources and its financial resources. Then this section would also discuss what marketing process that is present in the company and how it has to manage its supply chain. 4. Various matrices: The manual would contain various matrices like the Functional matrix which talks about how various functions are related to various processes. It would also have Requirement deployment matrices that talks about how, where and when the various resources are deployed for the constructive purposes of the hotel 5. ISO 9001 compliance matrix for the hotel. 6. ISO 14001 compliance matrix for the hotel. 7. Regulation compliance matrices for the hotel. This matrix would have information about the various compliance the hotel follows and will continue to follow in accordance to the norms of various associations like Food and Drug Administration (FDA), The Agricultural and Processed Food Products Export Development Authority(part of Ministry of Commerce & Industry, India), etc. 8. Approvals The approval section would include the list of current product, process and system approvals and their scope.