Chapter 3

What is Quality Management System? (QMS)

A quality management system (QMS) is a collection of business processes focused on achieving quality policy and quality objectives to meet customer requirements.

It is expressed as the organizational structure, policies, procedures, processes and resources needed to implement quality management. (ISO 9000).

A set of co-ordinated activities to direct and control an organization in order to continually improve the effectiveness and efficiency of its performance.

What is the purpose of establishing QMS?

Helps the organization to control and improve process and product quality

Establish a framework, ensuring process is performed in consistent and efficient manner

Meet objectives

Clarify policies and procedures to improve teamwork

Reduce product failure and customer complaints

What are the benefits of QMS?

CLARIFY

CONTROL

SIMPLIFY

QMS Process

QUALITY PLANNING

QUALITY CONTROL

QUALITYIMPROVEMENT

QUALITY ASSURANCE

QUALITYAUDITING

QUALITY PLANNING

• A Quality Plan helps you schedule all of the tasks needed to make sure that your project meets the needs of your customer. The main goal of quality planning is to accomplish zero errors in the product/service offered as part of a strategy of continuous improvement process

Activity: Find the gaps. Create a quality planning in this situation

Visualize the lobby of a hotel that is renowned for its quality service. The General Manager is discretely observing the activity in the hallway. Nearby is the front desk and guests are being checked in, and from his vantage point the Manager can hear what is being said. The front desk clerk is confirming the arrangements of the booking with the guest and the following discussion occurs:

"Sir, you will be charging your accommodation to the company and paying your other expenses." "No, all expenses will be paid by the company." "I am sorry sir, but according to this, we have only authorized charge of the accommodation." "Last time I stayed here I had the same problem and last week I personally rang to sort this out. All expenses are to be charged." The clerk goes to get authorization on the account and the now disgruntled guest turns to his companion and says in exasperation: ". . . you see it's exactly as I said it would happen. I stay here every month and yet every time I have this same problem."

QUALITY CONTROL

Controls prevent change and when applied to quality they regulate performance and prevent undesirable changes being present in the quality of the product/service being delivered

Quality Control Hotel Services of Driftwood Hospitality Management

Guest Feedback Program

We have designed a hotel evaluation tool that allows properties to ask guests for feedback; then we use this data to take corrective action when needed. Guest feedback is essential for measuring performance and allows us to make recommendations or suggest initiatives that will improve the guest experience

Quality Control Services

We take the time to look at hotel operations from the guest’s perspective so that we can make more meaningful customer service change recommendations.

We follow the path of the guest from the first encounter through their stay. Details such as how long it takes for a guest services representative to pick up the phone, how clean the rooms are, and whether staff members are wearing name tags are documented for further review. We can also evaluate cash handling, food ticket and beverage controls, and other processes during a quality control auditing phase.

Safety Audits

Our highly-trained loss prevention specialists can evaluate a property for total loss prevention and identify ‘hot spots’ to increase safety measures. We provide all of our hotels with comprehensive loss prevention training programs for hotel managers and line employees. We also provide manuals and programs for ongoing property maintenance.

Quality Improvement

Emphasize continuous examination of work processes in their operations by teams of organizational members trained in basic statistical techniques and problem-solving tools. Team members are empowered to make decisions based on their analysis of data . They are also empowered to make sure that the employees know where they are expected to achieve and focus their efforts on

Employee Survey Program

Positive employee morale is linked to positive guest experiences. Driftwood Hospitality Management has developed a survey tool that helps hotels gauge employee morale and determine areas of strength and weakness. This information is valuable to general managers and hotel staff working to improve productivity and the customer service experience. A well-managed quality control system is essential for improving hotel operations and customer service.

Manager on Duty Program

Driftwood has developed comprehensive and individualized ‘manager on duty programs’ that include a set of policy manuals, procedures, and reports. These programs are a vital component of any hotel management program.

Quality Assurance

A lasting and continuous improvement in quality can only be achieved by directing organizational efforts towards planning and preventing problems from occurring at source.

Quality Auditing

Periodic, independent, and documented examination and verification of activities, records, processes, and other elements of a quality system to determine their conformity with the requirements of a quality standard such as ISO 9000

Get a partner. Find the answer on the ff. questions

1. What is the difference between policies and procedures?

2. Are Procedures the Same as Work Instructions?

3. What is the difference between corrective action and preventive action?