QSM PRELIM HEHE

Knutson (1990)

reflected in his research that the intense competition in the hospitality, industry has led many business to look for ways on how they can profitably differentiate themselves from their competition and capture the highest quality

Weiermair (2000)

noted that in the tourism sector, even though the production and distribution of services involve different experiences on both parts of the tourists and the suppliers, the ultimate goal is still to achieve the highest quality possible

Joseph Juran

one of the pioneers in “quality” research, defined quality as “fitness for use.”

International Organization for Standardization (ISO)

the world body for standard formulation, also defined quality as “the totality of features and characteristics of a good or

service that bear on its ability to satisfy a given or implied need.”

product

can be defined as anything that we can offer to a market for attention, acquisition, use, or consumption that could satisfy a need or a want

Goods

according to Hill (1999), refer to physical objects for which a demand exists; their physical attributes are preserved over time; and their ownership can be established, can exist independently of the owner, and can be traded on markets

Services

meanwhile, have four features. Lovelock (1983) connoted this as the IHIP characteristics: intangible, heterogeneous, inseparable, and perishable

Service product

Ford (2011) mentioned that goods and services could not be separated from each other.

Performance

it refers to a service product’s primary operating characteristics. Usually in the hospitality and tourism industry, as we are catering to intangible dominant concepts, performance often means prompt service.

Features

are dimensions of quality, which are usually cited as a secondary aspect of performance.

Reliability

it refers to the ability to perform the promised service product dependably and accurately.

Conformance

this quality dimension means that a service product’s design and characteristics should meet the standard set.

Durability

this dimension is more detectable in goods rather than in services and it has both technical and economic dimensions.

Serviceability

the sixth dimension of quality, again more inclined toward goods rather than services, is serviceability or the speed, courtesy, competence, and ease of repair.

Aesthetics

how a service product is perceived – is clearly a matter of personal judgment. It reflects how a guest is as an individual. Even with this fact, there appears to be some patterns in guests’ likes and dislikes when it comes to basis of tastes.

Perceived Quality

guests usually do not have a complete guide on a service product’s dimensions; unknowingly, they are indirectly measuring and this measurement is the only basis for them to compare brands.

Walter A. Shewhart

was an American physicist, engineer, and statistician. He is also known as the Father of Statistical Quality Control and also related to the Shewhart cycle

William Edwards Deming

was an American engineer, statistician, professor, author, lecturer, and management consultant. He championed the work of Walter Shewhart, including statistical process control, operational definitions, and what Deming called the “Shewhart cycle” which had evolved into Plan-Do-Study-Act (PDSA).

Joseph M. Juran

was the first to incorporate the human aspect of quality management which is referred to as Total Quality Management (TQM)

Armand V. Feigenbaum

was an American quality control expert and businessman. He devised the concept of Total Quality control (TQC) which inspired Total Quality Management (TQM)

Kaoru Ishikawa

He was also the one who coined the “Ishikawa” or “fishbone” diagram that highlights the cause and effect of the activities and processes while in constant search of quality in operations.

Genichi Taguchi

was an engineer and statistician. From the 1950s onward, he developed a methodology for applying statistics to improve the quality of manufactured goods.

Walt Disney

pioneered the thought of the service providers not only as team players but also as “cast members” just like in a movie or theater

Bruce Laval

an industrial engineer of the Disney Company, conceptualized the term “guestology” and the guest point of view (GPOV) when viewing service quality in the tourism and hospitality industry

Theodore Levitt

was an economist and professor at Harvard Business School. He was also an editor of the Harvard Business Review who was especially noted for increasing the Review’scirculation and for popularizing the term globalization. In 1983, he proposed a definition for a corporate purpose: Rather than merely making money, it is to create and keep a customer

Christopher Lovelock

was best known as a pioneer in the field of Services Marketing among other titles, such as author, professor, and consultant. He

was also known for his excellent case studies.

Mary Jo Bitner and Bernard H. Booms

developed their expanded “marketing mix” for services which took into account the distinctive characteristics of service identified in the “crawling out” stage; intangibility, inseparability, heterogeneity, and perishability. They added three more Ps to this original marketing mix to make it more appropriate to services: people, process, and physical evidence.

Total

Make up of the whole.

Quality

Degree of excellence a product or service provides. : starts with understanding customer needs and ends when those needs are satisfied.

Management

It is a process of planning, organizing,

directing and controlling.

Producer’s Perspective

the quality is to conform to the specifications with cost considerations.

Consumer’s Perspective

is to consider quality characteristics with price considerations.

Philip Crosby

defines quality as “the means to

conform to standards, specifications or

requirements”.

Parasurman

defines quality as “the concerned with meeting or exceeding customer expectations

W.Edwards Deming

defines quality in terms of the capacity to satisfy needs.

Gilmore

defines quality as the degree to

which a specific product satisfies the wants

of a specific consume

vertically and horizontally

Teams can be formed____

Ethics

is an individual’s understanding

of what is good and what is bad at the

workplace.

Integrity

refers to honesty, values and an individual’s sincerity at workplace.

Trust

is one of the most important factors necessary for implementation of total quality management.

Building Bricks

Bricks are placed on a strong foundation to

reach the roof of recognition

Training

Employees need to be trained on Total Quality Management.

Teamwork

Team work is a crucial element of total quality management

Leadership:

It provides a direction to the entire process of Total Quality Management.

Binding Mortar

binds all the elements together.

Communication

Communication binds employees and extracts the best out of them.

Downward Communication

Flow of information takes place from the management to the employees

Upward Communication

Flow of information takes place from the employees to the top level management

Sideways Communication

Communication also takes place between various departments.

Recognition

is the final element of total Quality Management.

guestology

Dickson (2010) defined guestology as the scientific study of the behaviors, needs, and expectations of people in a service environment, and how to use that knowledge to optimally manage a service organization.

Klein (2014)

mentioned in her study that guestology involves knowing the

guests or clients and their needs and wants, perceptions and expectations.

Make eye contact

be happy

greet & welcome every guest

be like sneezy

seek out guest contact

don’t be bashful

provide immediate service recovery

be like doc

display appropriate body language

don’t be grumpy

create dreams

be like sleepy

thank each and every guest

don’t be dopey

Service

It is a skill; It is about delivering the needs and wants of our guests.

Hospitality

It is the positive emotional response elicited from our guests.

Customer expectation

For customer satisfaction and customer service to be achieved, a complete and proper understanding of _____ is very important.

Need based customer

It is important to note that these customers are adept in avoiding any attempt for upselling and they will immediately leave after they are done getting what they need.

Wandering customers

Although, generating a small percentage to revenue, it is important to note that this segment still provides insightful information about the products and can therefore contribute to the feedback mechanism of the company.

Discount Customers

They are contributory to a company's cash flow because the products which are seldom purchased at full price are actually availed by these customers as best markdowns.

Impulsive Customer

These customers do not have a shopping list in in mind and do shopping instinctively; Moreover, this kind of customers are receptive to recommendations on products.

Loyal customers

The most important segment to please and should be one of the priorities in mind of a specific company.

Strategic planning

is the process of identifying a company’s internal and external characteristics which will contribute to the attainment of its goal pointing to a specific direction while formulating different policies on how best to achieve it.

Strategies

Are plans that are designed to achieve a specific aim of the company. It usually involves setting goals, planning actions to achieve such goals, and maximizing resources to achieve the goals.

Cost leadership strategy

focuses on increasing profits by reducing operational costs and charging lower prices.

differentiation strategy

focuses on making a company’s service being attractive and unique in comparison to those of its competitors.

focus strategy

concentrates on developing services for niche market.

focus is on differentiation

An example would be a coffee shop which adapted the drive-through business model. It focuses on guests who do not really necessarily want to sit down and have a cup of coffee. The guests like the brand and offering, but do not have the time to sit down and enjoy a cup of coffee. They have t on the move.

Focus is on cost leadership

An example would be the study hubs in the university belts. They have a very focused market place. They specifically target student guests that are looking for cheaper alternatives to hotel lounges wherein they could spend their time studying. They do not provide for everyone but only for students, that is why their price is relevantly low.

Porter's Generic Strategies

This can help a decision maker to make the best choice for his/her company.

customers

In the hospitality and tourism business. ______ play a significant role in the operations.

Internal analysis

It is where an organization takes stock of the resources and assets that it possesses. These include the strengths that enable an organization to function well. Experts refer to this as the "secret sauce" of an organization.

external analysis

Identifying a company's opportunities and threats, through different tools such as the Political, Economic, Social, Technological, Environmental, and Legal (PESTEL) analysis, exhibits what it needs to be wary about which somehow are uncontrollable to a certain level.

Competitors

also shape the tourism and hospitality industry. The presence of this major key player brings about major changes in the industry

Capital Suppliers.

Another player that we need to consider to the suppliers of capital.

Labor Supply

As the pool of skilled employees is also of utmost importance, as they also shape the market. Without a stable labor supply, the tourism and hospitality operations will be greatly affected as they drive the operation itself