Quality Service Management in Tourism and Hospitality PDF

QUALITY SERVICE MANAGEMENT IN TOURISM AND HOSPITALITY TOTAL - Made-up of the whole Quality - degree of excellence a product or service provides Management - act, art or manner of planning, controlling, directing,…. Therefore, TQM is the art of managing the whole to achieve excellence. 3TOTAL...

QUALITY SERVICE MANAGEMENT IN TOURISM AND HOSPITALITY TOTAL - Made-up of the whole Quality - degree of excellence a product or service provides Management - act, art or manner of planning, controlling, directing,…. Therefore, TQM is the art of managing the whole to achieve excellence. 3TOTAL QUALITY MANAGEMENT The Concept of TQM Produce quality work the first time. Focus on the customer. Have a strategic approach to improvement. Improve continuously. Encourage mutual respect and teamwork. 4 TOTAL QUALITY MANAGEMENT P- plan O- organize L- lead C- control Total quality management (TQM) has been defined as an integrated organizational effort designed to improve quality at every level. - The process to produce a perfect product by a series of measures require an organized effort by the entire company to prevent or eliminate errors at every stage in production is called total quality management. - According to international organization for standards defined tqm as, “TQM is a management approach for an organization, centered on quality, based on the participation of all its members and aiming at long- term success through customer satisfaction and benefits to all members of the organization and to the society.  Characteristics of TQM Committed management. Adopting and communicating about total quality management. Closer customer relations. Closer provider relations. Benchmarking. Increased training. Open organization Employee empowerment. Flexible production. Process improvements. Process measuring Three Aspect of TQM Counting - Tools, techniques, and training in their use for analyzing, understanding, and solving quality problems Customers - Quality for the customer as a driving force and central concern Culture - Shared values and beliefs, expressed y leaders, that define and support quality  Principles of TQM 1. Produce quality work the first time and every time 2. Focus on the customer 3. Hava a strategic approach to improvement 4. Improve continuously 5. Encourage mutual respect and teamwork Key Elements of TQM 1. Focus on the customer. It is important to identify the organization’s customers. External customers consume the organization’s product or service. Internal customers are employees who receive the output of other employees 2. Employee involvement the job of all employees, employees should be involved in quality initiatives. Front line employees are likely to have the closest contact with external customers and thus can make the most valuable contribution to quality. Therefore, employees must have the authority to innovate and improve quality. 3. Continuous improvement – The quest for quality is a never-ending process in which people are continuously working to improve the performance, speed and number of features of the product or service. Continuous improvement means that small, incremental improvement that occurs on a regular basis will eventually add up to vast improvement in quality. TQM is the management process used to make continuous improvements to all functions. TQM represents an ongoing, continuous commitment to improvement. The foundation of total quality is a management philosophy that supports meeting customer requirements through continuous improvement. As Part of the Continuous Process Improvement. View all work as process – production and business. Process – purchasing, design, invoicing, etc. Inputs – process – outputs Process improvement – increased customer satisfaction. Improvement – 5 ways: 1) reduce resources, 2) reduce errors, 3) meet expectations of downstream customers, 4) make process safer, 5) make process more satisfying to the person doing Continuous improvement Quality Improvement Team Statistical Total Quality TQM Participation Control Mission: Continuous Quality Improvement Systematic Customer Problem Focus Solving Focus  Benefit of Total Quality Management (TQM) Improved quality. Employee participation. Team work. Working relationships. Customer satisfaction. Employee satisfaction. Productivity. Communication. Profitability. Market share Importance of TQM Example in pharma industry Handling: Containers should be opened carefully and subsequently resealed in an approved manner. Highly sensitising material such as penicillins and cephalosporins should be handled in separate production areas. Highly active or toxic API (e.g. certain steroids, cytostatic substances) should be manufactured in a dedicated area and using dedicated equipment. Pure and final API should be handled in an environment giving adequate protection against contamination. Storage: Secure storage facilities should be designated for use to prevent damage or deterioration of materials. These should be kept clean and tidy and subject to appropriate pest control measures Environmental conditions should be recorded The condition of stored material should be assessed at appropriate intervals  Storage conditions for api should be based upon stability studies taking into account time, temperature, humidity, light, etc. Packaging Labelling packaging processes should be defined and controlled to ensure that correct packaging materials are used correctly and other specified requirements are met. Printed labels should be securely stored to avoid mix-ups arising. Marking and labelling should be legible and durable, provide sufficient information, for accurate identification and indicate, if appropriate, required storage conditions, retest and/or expiry date. Sterile Area Personnel suffering from an infectious disease or having open lesions on the exposed surface of the body should avoid activities which could compromise the quality of API. Smoking, eating, drinking, chewing and storage of food should be restricted to designated areas separated from production or control areas. Labelling Each container should be identified by an appropriate label, showing at least the product identification and the assigned batch code, or any other easily understandable combination of both. Containers for external distribution may require additional labels. Computerized System Computer systems should be designed and operated to prevent unauthorized entries or changes to the programmed. In the case of manual entry of quality critical data there should be a second independent check to verify accuracy of the initial entry. A back-up system should be provided of all quality critical data  Advantage of TQM Improves reputation- faults and problems are spotted and sorted quicker. Higher employee morale- workers motivated by extra responsibility ,team work and involvement indecisions of tqm. Lower cost. Decrease waste as fewer defective products and no need for separate Disadvantage of TQM Initial introduction cost. Benefits may not be seen for several years. Workers may be resistant to change Benefits of Total Quality Management 1. Financial benefits include lower costs, higher returns on sales and investment, and the ability to charge higher rather than competitive prices. 2. Improved access to global markets, higher customer retention levels, less 3. Time required to develop new innovations, and a reputation as a quality firm. 4. Total quality management (tqm) is one such approach that seeks to improve quality and 5. Performance which will meet or exceed customer expectations. What is TQM Concept and Purpose To improve customer satisfaction International Organization for Standardization standard ISO 8402:1994 "A management approach of an organization centered on quality, based on the participation of all its members and aiming at long term success through customer satisfaction and benefits to all members of the organization and society.”  HISTORY OF TQM (TOTAL QUALITY MANAGEMENT) TQM involves methodology for continually improving the quality of all processes, it draws on a knowledge of the principles & practices of: The behavioral sciences The analysis of quantitative & non- quantitative data Economics theories Process analysis TQM in 1120s Some of the first seeds of quality management were planted as the principles of scientific management swept through U.S. industry. 1930s:Walter Shewhart developed the methods for statistical analysis and control of quality. 1950s:W. Edwards Deming taught methods for statistical analysis and control of quality to Japanese engineers & executives Joseph M. Juran taught the concepts of controlling quality and managerial breakthrough Armand V. Feigenbaum’s book Total Quality Control was published Philip B. Crosby’s promotion of zero defects paved the way for quality improvement in many companies 1968 (kaoru Eshikawa) His synthesis of the philosophy contributed to Japan’s ascendancy as a quality leader Today: TQM is the name for the philosophy of a broad and systemic approach to managing organizational quality. Quality standards such as the ISO 9000 Series and quality award programs such as the Deming Prize and the Malcolm Baldridge National Quality Awards specify principles and processes that comprise TQM. MALCOLM BALDRIGE NATIONAL QUALITY AWARD The Malcolm Baldrige National Quality Award recognizes U.S. organizations in the business, health care, education, and nonprofit  sectors for performance excellence. The Baldrige Award is the only formal recognition of the performance excellence of both public and private U.S. organizations given by the President of the United States. The award promotes awareness of performance excellence as an increasingly important element in competitiveness. It also promotes the sharing of successful performance strategies and the benefits derived from using these strategies. DEMING’S 14 POINTS ON TQM STEPS IN IMPLEMENTING - TQM obtain CEO commitment educate upper-level mgt create steering committee outline the vision statement, mission statement & guiding principles prepare a flow diagram of company processes focus on the owner/customer & surveys - OBSTACLES TO TQM LACK OF MANAGEMENT COMMITMENT LACK OF EMPLOYEE MOTIVATION INABILITYTO CHANGE ORGANISATION CULTURE IMPROPER PLANNING LACK OF CONTINUOUSTRAINING & EDUCATION INADEQUATE USE OF EMPOWERMENT & TEAMWORK TQM TODAY Characterized differently by each company that practices it The primary philosophy Continuous improvement to exceed the customer expectations Identify and correct issues at the earliest stage Incorporate quality into the final product GROWTH OF TQM  Japanese industries followed the path & guidance of Joseph Juran & Edward Deming for TQM, and by mid-1970s became a world leader in most industries & consumer product segments, for eg., Sony in Consumer Electronics, Toyota & Honda in 4-wheeler automobile industry, Honda &Yamaha in 2 wheeler industry etc. Gradually TQM spread to most of the world’s industries in Korea, Europe and USA and it was accepted as universal mantra for world class performance and excelling in individual fields of operation Quality Control, Quality Assurance & Total Quality Management QUALITY MANAGEMENT IN THE DRUG INDUSTRY (WHO) - In the drug industry at large, quality management is usually defined as the aspect of management function that determines and implements the “quality policy”, i.e. the overall intention and direction of an organization regarding quality, as formally expressed and authorized by top management. The basic elements of quality management are: an appropriate infrastructure or “quality system”, encompassing the organizational structure, procedures, processes and resources; systematic actions necessary to ensure adequate confidence that a product (or service) will satisfy given requirements for quality. The totality of these actions is termed “quality assurance”. Within an organization, quality assurance serves as a management tool Within an organization, quality assurance serves as a management tool. In contractual situations, quality assurance also serves to generate confidence in the supplier. The concepts of quality assurance, GMP and quality control are interrelated aspects of quality management. They are described here in order to emphasize their relationship and their fundamental importance to the production and control of pharmaceutical products Why Quality is important in pharmaceuticals? The pharmaceutical environment today is changing quickly due to globalization, increased competition, cost constraints, demands for efficiency, development of international regulation, supply chain complexity, and product/process complexity. In this fast-changing environment, the people and companies that learn to adapt will prosper. To manufacture & deliver consistently zero-defect products to the patients. The quality, efficacy and safety attributes of products must be ensured so that the consumer health is not compromised. Impacts of ignorance on Quality Manufacturing process Packaging Transportation Storage condition MEDICINE QUALITY Lack of therapeutic effect: Prolonged illness Death Toxic and adverse reaction Waste of limited financial resources Loss of credibility QUALITY - A measure of excellence or a state of being free from defects, deficiencies and significant variations. - Quality is “totality of characteristics of an entity that bear on its ability to satisfy stated and implied needs”. - The ability to make the same thing the same way, over and over again. ROLE OF QUALITY CONTROL IN PHARMACEUTICAL INDUSTRY - Quality control is an essential operation of the pharmaceutical industry. - Drugs must be marketed as safe and therapeutically active formulations whose performance is consistent and predictable.  - New and better medicinal agents are being produced at an accelerated rate. At the same time more exacting and sophisticated analytical methods are being developed for their evaluation. 4 Main responsibilities of quality control in pharmaceutical industry include : Efficacy Safety Quality Compliance OBJECTIVES OF QUALITY CONTROL Establishment of quality standard: Main motive of QC is the economical production of a high-quality product at the quality level the customer wants. Locating quality deviations: It is necessary to analyze the trend and extent of quality deviations in a manufacturing process, which should be explained by statistical techniques. Evaluating methods and processes of production: It is a corrective measure to maintain the quality. Quick sale of quality goods: QC accelerates the sale of the goods by supplying only the quality goods. Production of standard quality goods: QC aim at manufacturing standard quality products and avoids producing inferior quality goods. Improvement in quality: Aims at creating quality consciousness at all levels in the organization. COMPONENTS OF QUALITY CONTROL 1. Adequate facilities, 2. trained personnel and 3. approved procedures must be available for sampling, inspecting and testing of starting materials, packaging materials and intermediate bulk and finished products and where appropriate of monitoring environmental conditions for GMP purpose. Quality Management (QM) - A quality management system is a management technique used to communicate to employees what is required to produce the desired quality of products and services and to influence employee actions to complete tasks according to the quality specifications. - In brief, quality management is not the responsibility of management alone. - Participation/involvement of both parties (management and employees) is essential for achievement of quality and other benefits. QUALITY ASSURANCE: - Obtaining confidence that, required quality of product or service is satisfactory for their intended use. OR Sum of all activities and responsibilities required to ensure that the medicine that reaches the patient is safe, effective, and acceptable to the patient. - QA= GMP + QC+ Product design and development + Quality goal activities QA is a way of preventing mistakes or defects in manufactured products and avoiding problems when delivering solutions or services to customers. Goals of QA Programs:- - To make certain that each medicine reaching a patient is safe, effective, and of standard quality. - Obtaining quality products that are safe and effective through structured selection and procurement methods - Maintaining quality products through the appropriate storage, distribution, monitoring, and use by prescribers, dispensers, and consumers - Characteristics of a QA Program o Medicines are selected on the basis of safety and efficacy, in an appropriate dosage form with the longest shelf life. Suppliers with acceptable quality standards are: - Medicines received from suppliers and donors are monitored to meet quality standards. - Medicine packaging meets contract specifications. - Repackaging activities and dispensing practices should maintain quality. - Adequate storage conditions in all pharmaceutical areas are maintained. - Transportation conditions are adequate. - Product quality concerns are reported and monitored. ACTIVITIES IN QUALITY ASSURANCE: Planning Data collection Quality control Documentation Evaluation Reporting activities