Quality Management Bill Rowson
Quality: the extent to which a product or service meets requirements, needs,
specifications of guests. Philip Crosby 1979
Why is quality important?
- Good quality generates satisfied customers (returning guests, positive image
building)
- It can result in competitive advantages
- Good quality reduces costs (rework, waste, complaints etc.)
Sales gains.
-improved response
-high prices
-improved reputation
High Quality increased profits
Reduce Costs
-increased productivity
-lower rework
-lower warranty costs
E>P E=P E<P
Perceived perceived quality
Quality is poor is good
E= Expectations P= Perceptions
PDCA Cycle
Plan -> Do -> Act -> Check -> Plan etc..
Module assignment part C
Apply the following conditions:
- Visit the restaurant between week 4 and 7
- Maximum of three students per table
Make a quality control checklist related to items you think are important for quality.
What means quality to you?
Explain the scale (1 – 5) Likert Scale. What score is good and what score is not good.
Ambience
Service write about these three parts , max 400 words.
Quality: the extent to which a product or service meets requirements, needs,
specifications of guests. Philip Crosby 1979
Why is quality important?
- Good quality generates satisfied customers (returning guests, positive image
building)
- It can result in competitive advantages
- Good quality reduces costs (rework, waste, complaints etc.)
Sales gains.
-improved response
-high prices
-improved reputation
High Quality increased profits
Reduce Costs
-increased productivity
-lower rework
-lower warranty costs
E>P E=P E<P
Perceived perceived quality
Quality is poor is good
E= Expectations P= Perceptions
PDCA Cycle
Plan -> Do -> Act -> Check -> Plan etc..
Module assignment part C
Apply the following conditions:
- Visit the restaurant between week 4 and 7
- Maximum of three students per table
Make a quality control checklist related to items you think are important for quality.
What means quality to you?
Explain the scale (1 – 5) Likert Scale. What score is good and what score is not good.
Ambience
Service write about these three parts , max 400 words.
