Quality is

A comprehensive organization—wide effort to improve the quality of products and services, applicable to organizations.

Anyone who is impacted by the product or process delivered by an organization.

The end user as well as intermediate processors.

Other divisions of the company that receive the processed product.

The output of the process carried out by the organization.

A combination of both the tangible (goods) and intangible (services)

Product Features

Refers to quality of conformance (consistency

Today’s market demand high quality products at low cost. Having ‘high quality’ reputation is not enough

The new customer is not only commanding priority based on volume but is more demanding about the “quality system”

The shift from low volume, high price to high volume, low price have resulted in a need to reduce the internal cost of poor quality.

As systems have become more complex, the reliability requirements for suppliers of components have become more stringent.

Higher customers expectations are getting spawned by increasing competition

Which products and services meet your expectations?

What products and services are most important to the external customer?

The core element of the good or service “How the service should be done?”

Customer perception of how the good function of the service is delivered “How the customer should be satisfied?”

Customers’ prior expectations (generalized and specific service experiences) and their perception of service performance affect their satisfaction with a service.

Give at least 1 Quality Guru

Performing task well, even better than competitors

A plan for competing in the market place

To ensure all tasks performed are the right tasks

Developed after taking into many factors and following some strategic decision

The long-range plan for the company

Statement that defines what is our business; Who are our clients; and How our values defines our business

Monitoring the business environment for market trends, threats, and opportunities

Unique strengths that can help us win the market

Competitive Priorities (competitive edge)

Developed to focus on the identified competitive properties

Offering product at a low price relative to competition

The cost advantages that enterprises obtain due to size, throughput, or scale of operation, with cost per unit of output generally decreasing with increasing scale as fixed costs are spread out over more units of output.

Quality is defined differently depending on who is

2 Major Dimensions of Quality

Quality needs to address

One of the most important competition priorities

Time Related Issues

Company environment changes rapidly

Easily switched production from one item to another; easily customized products/service to meet specific requirements of a customer

Ability to ramp production up and down to match market demands

Decisions often require

Decisions must focus on

3 Generic Strategies in Operations

Founder of Wendy's

Internal Audit

Key Action Plan Area

This industry is made up of organizations that offer guests, courteous, professional food, drink and lodging services, alone or in combination.

Even more challenging for those in the hospitality organizations is the simple reality of _______________ are defined not by the managers, auditors, or rating organizations.

Sum total of the experience that the guest has with the service provided on a given occasion or set of occasions.

Any key or crucial moment or period during a service encounter, a make-or-break moment; subsequently expanded by others to include any significant or memorable interaction.

The study of guest and their behavior.

3 Guest Experience

They seeks to understand and plan for the expectations of an organizations’ target customers before they even enter the service settings, so that everything is ready

Intangible part of a transaction relationship that creates value between a provider organization and its customers, client or guest.

Services can be provided by

A technical after-sale function that is provided by the service department

Persons or units within the organization that depends on and serve each other

If they don’t provide the experience their guests expect, someone else will

The entire bundle of tangibles and intangibles provided by a hospitality organizations to guests during a service experience, same as "Service Package"📦

There are no such thing as service industries.

More and more, today’s consumers want their goods and services packaged as part of a memorable experience that has an emotional impact.

Abbreviate VIP

Understanding the guests includes:

Service Delivery System consists of

Usually the reason for being is embodied in the name of the business.

Environment where the experience takes place.

The technology and people part.

Service environment affects buyer behavior in 3 ways:

Physical surroundings help shape appropriate feelings and reactions in customers and employees.

Feelings are a key driver of customer responses to service environments

Emotional responses to environments can be described along 2 main dimensions:

Main Dimensions in Servicescape Model

Ambient environment is composed of hundreds of design elements and details that must work together to create desired service environment.

In service settings, music can have a powerful effect on perceptions and behaviors, even if played at barely audible levels

An ambient smell is one that pervades an environment.

Colors can be stimulating, calming, expressive, disturbing, impressional, culture, exuberant, symbolic.

Colors can be defined into 3 Dimensions:

Guide customers clearly through process of service delivery.

Shapes customer’s experiences and behavior.

Is integrative framework of customer responses to service environments

Part of the management function which is somehow critical because of the different areas that we need to consider.

The Service Advantage in Marketing

Give at least one importance of Service Personnel

They link the organization to outside world.

Often results in service staff having to pursue both operational and marketing goals.

3 Main Causes of Role Stress

Occurs when there is a gap between what employees feel inside, and emotions that management requires them to display to customers.

Most commonly found in large, bureaucratic organizations.

Longer-term view of financial performance; firm seeks to prosper by investing in people.

Employees make recommendations through formalized programs.

Employees retrained; supervisors reoriented to facilitate performance.

Employees skilled in teamwork, problem solving, etc.

People are motivated and satisfies knowing they are doing a good job.

People derive a sense of identity and belonging to an organization from feedback and recognition.

Specific, difficult but attainable and accepted goals are strong motivators.

The most basic employee need is survival.

Most people enjoy being part of a group or team. This sense of belonging can be helpful in managing employee direction and behavior in the workplace.

Includes the company as a whole.

Social group that forms without a guidance from the organization

The purpose is to publicly and officially say thank you for a job well done.