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Quality Management and Continuous Improvement Uni 1 DB SA Second Week - Essay Example

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Hotel Escargo is having issues with check-in and out process as evident with higher average check in and out times than the industry standards, overall quality and customer satisfaction ratings are poor. Improving check and out process system is essential to improving overall…
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Quality Management and Continuous Improvement Uni 1 DB SA Second Week
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Quality Management and Continuous Improvement Assessment One Hotel Escargo is having issues with check-in and out process as evident with higher average check in and out times than the industry standards, overall quality and customer satisfaction ratings are poor. Improving check and out process system is essential to improving overall quality of the hotel. Using phrases such as “good morning” and acknowledging the customers presence on the line would boost customer satisfaction. Ensuring change request process time is shorter will also boost customer satisfaction and overall quality (Shelton, 2014) . For prevention costs the hotel should capitalize on training staff on using the hotel system reducing lead times, check in and out process times making the hotel efficient. For internal failure costs the hotel should ensure all the room services have met the quality requirements and are readily available at customer change requests. This effectively reduces lead time process and reduces time during change requests process. For external costs the hotel should ensure the all the services are available at check- in and out times.
Assessment Two
To determine the cost of quality for Hotel Escargo it’s important to use the metrics such check in and out times, change request process times and customer satisfaction. Examples of cost of quality under appraisal include a suggestion box cost for customers to give feedback on services received. For prevention costs include training and education of staff for technical use of hotel systems (Shelton, 2014). For internal failure costs include equipment and system failure costs to meet systems failures effectively. For external cost include complaints cost to timely deal with customer complaints.
Reference:
Shelton, Skip. "How to Calculate the Cost of Quality | EHow." EHow. Demand Media, 31 Aug. 2010. Web. 08 Feb. 2014. Read More
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