What is Quality? PDF

**What is quality?** Fitness for use. -Joseph Juran This means that the concept of quality is variable to the one defining it. **Products/Goods** are [tangible] items that are manufacture, produced, or assembled and can be physically held or possessed by customers, such as electronics, clothing,...

**What is quality?** Fitness for use. -Joseph Juran This means that the concept of quality is variable to the one defining it. **Products/Goods** are [tangible] items that are manufacture, produced, or assembled and can be physically held or possessed by customers, such as electronics, clothing, or vehicles. **Services** are [intangible] offerings that provide customers with action, expertise, or experiences. **Service Product: Goods and Services** **Product/Goods (Physical Objects)** **Services (Intangible)** **4 Features of Service (IHIP)** 1. **Intangibility** 2. **Inseparability**- take part of the service. 3. **Heterogenous**- inconsistency/variability 4. **Perishable**- it has to be consumed once purchased. [Note: Goods and Services cannot be separated from each other.] **8 Dimension of Quality for Service Products** - **Performance**- how well the service product does its job and meets your needs. - **Features-** extra qualities or options that enhance the service. - **Reliability**- ability to perform the promised service product dependable and accurately. - **Conformance**- service products design and characteristics should meet the standard set. - **Durability**- how long the service lasts without deteriorating. - **Serviceability**- how easy is it to maintain and fix the service if something goes wrong. - **Aesthetics**- appreciation of things, the visual & sensory appeal of the service. - **Perceived Quality**- refers to the quality that customer recognizes via senses. **Guestology**- refers to the study and understanding of guests and customers. **Customer Expectations**- anticipated standards, experiences, and outcomes that customers envision when interacting with a product, service, or brand. **Survey Form**- to collect feedback and opinions from customers about their finding experience at a restaurant. **Common Issues or Criticisms that can arise from a restaurant survey form include the ff.:** - **Food Quality**- complaints about taste, presentation, temperature, or portion size of the dishes served. - **Service**- negative feedback regarding staff behavior. - **Cleanliness**- concerns about the cleanliness the cleanliness of tables utensils. Restrooms, and the gen. environment. - **Ambiance**- criticisms about noise level and all over. - **Pricing**- customer dissatisfaction with menu prices in relation to the quality of food and service. - **Wait Time**- frustration due to long waiting time. - **Communication**- unclear menu descriptions. - **Allergies and Special Requests**- complaints about dietary restrictions. - **Reservation Process**- negative feedback about difficulties in making reservations. - **Online Experience**- problems with online ordering. - **Consistency**- customers may notice variations in quality. - **Hygiene**- concerns about food safety practices. - **Feedback Response**- dissatisfaction when suggestions. - **Payment Process**- issues related to payment methods. - **Lack of Options**- feedback about limited menu choices. **Customers**- used in retail and business contexts. **Guests**- used in the hospitality industry. **Clients**- used in professional service context. **5 Types of Customers** - **Loyal Customer**- someone who keeps coming back to the same brand or business because they really like what they offer. - **Impulse Customer**- someone who buys things on a whim, often much planning. - **Discount Customer**- customer is all about finding the best deals. - **Need-Based Customer**- customer buy things when they have a specific need or problem to solve. - **Wandering Customer**- customers browses around without a clear goal to buy. **PORTER'S GENERIC STRATEGIES** - **Cost Leadership Strategy**- be the cheapest in making something to attract price-sensitive customers. - **Differentiation Strategy**- make something special that stands out so people are willing to pay more of it. - **Focus Strategy**- pay extra attention to a small group of customers or a specific area to do really well there. - **Internal Assessment**- looking within organization to evaluate its resources, capabilities, and performance. - **External Assessment**- focuses on understanding factors outside the organization that can impact its success. - Apple (Iphone) - samsung, xiaomi - Coca Cola - pepsi, rc - McDonalds -- Jollibee - Nike -- adidas, puma - Toyota -- honda - Starbucks -- dunkin donuts **Other Stakeholders and Relevant Groups** **Stakeholders**- all people involve in a business. - **Resource Suppliers**- give the materials a business needs for make it products. - **Capital Suppliers**- give money to a business so it can grow and operate. Ex.: investment firms - **Labor Supply**- group or people who work for a company like employees and workers. **THE GUEST AND THE SERVICE SETTING** **The Servicescapes**- refers to the physical environment and atmosphere in which a service is delivered to customers. Ex.: In restaurant, the décor, lighting, layout, and seating arrangement are all part of the servicescape. **Servicescapes** broader term that encompasses the entire physical settings and its impact on the service experience. **Ambiance** specifically focuses on the emotional of sensory aspects that contribute to the overall fuel pr mood of the environment. **Rutledge's Principles of Design for Tourism and Leisure-Related Establishments** 1. Everything should have a purpose. 2. The design should be for both employees and guests. 3. Function and aesthetics should be present. 4. Set-up a substantial experience for the guests and employees. 5. Set-up appropriate experience for guest and employees. 6. Adhere to technical requirement. 7. Comply with needs at the lowest possible cost. 8. Establish design with less suspension. - **Emotion**- refers to specific and intense feelings that are usually short-lived and triggered by a particular event, situation, or stimulus. Ex.: happiness, sadness, anger, fear, excitement - **Mood**- is a more general and long-lasting state of feeling that isn't necessarily tied to a specific event. Ex.: calm, grumpy, cheerful, melancholic, anxious **Employee Satisfaction**- refers to how content and fulfilled employees are with their jobs and their overall experience working for a company. **SERVICE STAFFING IN TOURISM AND HOSPITALITY INDUSTRY** - **Internal Hiring**- known as internal recruitment or internal promotion, is the practice of filling job vacancies or positions within a company by considering and selecting candidate who are already employed within the same org. - **External Hiring**- practice of recruiting and bringing in new employees from outside the organization to fill job positions. - **Information about the applicant**- refers to the details, data, and insights gathered regarding an individual who has applied for a job or position within an org. - **Fairness of the company**- ensuring that the process is transparent, consistent, and unbiased, providing all eligible employees are equal chance to compete. - **Internal Hiring**- promoting or hiring from within the org. allow you tap into the knowledge. - **Skills Transfer**- the transfer of skills and knowledge from experienced employees to those who are new to the role. - **Cultural Fit**- existing employees are likely aligned with the org. values and culture making them strong candidates for new roles. - **Retention and Motivation**- offering advancement opportunities through internal hiring can boost employee morale, motivation, and job satisfaction. - **Cost and Time Efficiency**- internal hires require less time and resources for onboarding and training since they are already familiar with the company's operations. **Education and Experience are two critical factors that org. consider when evaluating candidates for job positions.** - **Education**- refers to the formal learning and qualifications an individual has acquired through schools, colleges, universities, and specialized training programs. - **Experience**- encompasses the practical skills, knowledge, and insights and individual gains through their work, internships, projects, and involvement real-world situations. **APPROACHES TO HIRING EXTERNAL EMPLOYEES** - **The Internet**- posting job boards to attract candidates from all over the world. - **Print Advertising**- job positions in newspapers. - **Professional Linkages or Groups**- reaching out to industry relating associations or networks to find potential candidates with relevant skills and experience. - **Internships or Work and Travel Program**- offering internships or programs that allow students or travelers to work temporarily. - **Referral or Peer Recommendations**- referring friends, acquaintances often leading to reliable hires. - **Company's Image or Brand**- attracting candidates through a positive company reputation or strong branding that showcases the company as an appealing place to work. - **Walk-In Application**- allowing candidates to physically visit the company's location to drop-off resumes. - **Headhunters**- hiring specialized recruiters. - **Talent Pooling**- building and maintaining a database of potential candidates who have shown interest in the company. **TRAINING THE EMPLOYEES** - **External Hiring**- sending employees to workshops, classes, or seminars outside the company to learn new skills or gain industry knowledge. - **Internal Hiring** - **Personal Training**- one on one training - **On the Job Training**- learning while doing the actuals tasks of the job. - **Classroom Lecture**- traditional teaching method where an instructor impacts knowledge and info to a group of employees in a classroom setting. - **Simulation**- creating scenarios that mimic real work situations for employees to practice problem-solving and decision-making. - **Audiovisual Presentation**- using videos and presentations to deliver training content in a visually engaging way. - **Computer Aided Training**- using digital tools and software to provide, interactive training modules that employees can compete on computers.