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TQM & Service Industries

his customers, anticipate those needs, and provide solutions to those needs every time and on time. The most obvious customer in a hotel situation is the guest, but a more effective approach is to consider the next person in the process the customer. Thus housekeeping not only serves the guest, but also the front office in keeping rooms ready for sale. The marketing department not only tries to attract guests to the hotel, but also serves management by maximizing yield (Brown, March 26, 1993, p. 29).

This methodology can and should be expanded to other parts of the organization if TQM is to be fully implemented. Although it is most clearly understood with regard to manufacturing and assembly, it can be applied to other businesses, such as hotels, and to other departments, such as accounting. It is up to the accounting staff, for example, to make sure that appropriate budget reports are delivered to staff members on time for review, and that those reports are accurate. It is up to the Night Audit staff to ensure that the hotel is ready for check-out an

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TQM & Service Industries. (1969, December 31). In LotsofEssays.com. Retrieved 04:31, March 29, 2024, from https://www.lotsofessays.com/viewpaper/1689949.html