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An Overview of Managing for Quality



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Chapter One An Overview of Managing for Quality Managing for Quality in the Hospitality Industry King Cichy 2006 Pearson Education Inc Upper Saddle River NJ 07458 Strategic Quality Plan Quality is the standard of measurement it is the measurement of excellence Quality is clean fresh and well appointed Managing for quality looks at issues of safety and presentation from the perspectives of the customers Susan K Smith President Food Concepts Inc Denver Colorado Managing for Quality in the Hospitality Industry King Cichy 2006 Pearson Education Inc Upper Saddle River NJ 07458 Learning Objectives Develop a personal definition of quality Understand the two categories of customers in an organization Discuss the three criteria for doing things right Managing for Quality in the Hospitality Industry King Cichy 2006 Pearson Education Inc Upper Saddle River NJ 07458 Learning Objectives cont Describe the process and advantages of benchmarking Define a learning organization Understand five positive results from the process of managing for quality Managing for Quality in the Hospitality Industry King Cichy 2006 Pearson Education Inc Upper Saddle River NJ 07458 Managing for Quality Paradigm Meeting customer expectations Reducing problems Managing Quality Managing for Quality in the Hospitality Industry King Cichy 2006 Pearson Education Inc Upper Saddle River NJ 07458 Total Quality Management The concept of management for quality is an outgrowth of the Total Quality Management TQM philosophy of management Managing for Quality in the Hospitality Industry King Cichy 2006 Pearson Education Inc Upper Saddle River NJ 07458 TQM Philosophy States Bottom line performance will take care of itself IF Customer requirements identified Deficiencies minimized Managing for Quality in the Hospitality Industry King Cichy 2006 Pearson Education Inc Upper Saddle River NJ 07458 Personal Definition of Quality Not solely based on appearance and financial success Organizational culture of a company makes



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