Lesson 1

28問 • 1年前

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can be defied as anything that we can offer to a market for attention, acquisition, use or consumption that could satisfy a need or want.

Product

refer to physical objects for which a demand exists; their physical attributes are preserved over time; and their ownership can be established, can exist independently of the owner, and can be traded on markets.

Goods

are heterogeneous due to their dependence on the workforce which does the act. In hospitality, this concept is sometimes referred to as "inconsistency. ”

Services

means that the production (the act of delivery of service staff) and the consumption (guest experience) cannot be separated from each other.

Inseparability

are heterogeneous due to their dependence on the workforce which does the act.

Services

is also brought about by the differing likes and dislikes of the guest. Even though a standard is set, the satisfaction of each guest varies greatly and of course, as previously stated, the guest defines the concept of high quality;

Concept of Heterogeneous

means that the production (the act of delivery of service staff) and the consumption (guest experience) cannot be separated from each other.

Inseparability

mentioned that goods and services could not be separated from each other. In the delivery of services, one cannot be performed properly without the use of tangible items.

Ford(2011)

in an article in Harvard Business Review, mentioned that because of the competition for high-quality goods and services and with the internationalization of said concepts,

Garvin(1987)

It refers to a service product's primary operating characteristics. This dimension of quality has very measurable attributes, that is why brands can usually be ranked objectively on their respective aspects. Although measurable, it is quite hard to measure overall performance rankings as they involve benefits that not every consumer needs.

Performance

are dimensions of quality, which are usually cited as a secondary aspect of performance. They are secondary in such a way that they supplement the basic functioning of a service product. Sometimes, identifying features from the primary performance characteristics is difficult as they accentuate the actual performance indicators. But what is important to know is that features involve objective and measurable attributes that can be clearly observed which sometimes affect their translation in quality differences.

Features

It refers to the ability to perform the promised service product dependably and accurately. This means that being able to provide service as promised is one of the main considerations in assessing this dimension. When the guest is promised a mouthwatering dining experience, then the ambiance, service, and food should all be complementary to deliver the said experience.

Reliability

can also mean dependability in handling guests' service problems, in that every challenge or difficulty that may arise be treated right the first time

Reliability

This quality dimension means that a service product's design and characteristics should meet the standard set. Juran became one of the pioneers who specialized in this area. Service products to be accomplished and performed properly need to have specifications. These specifications are treated as the “targets” to be met in a specific service product

Conformance

became one of the pioneers who specialized in this area. Service products to be accomplished and performed properly need to have specifications. These specifications are treated as the “targets” to be met in a specific service product

Juran

This dimension is more detectable in goods rather than services and it has both technical and economic dimensions

Durability

can refer to the amount of use before a specific product deteriorates. In the case of service aspect, in both personal and company reputation, costs in training and hiring of qualified and complementary staff may be considered within this dimension.

Durability

The sixth dimension of quality, again more inclined toward goods rather than services, is serviceability or speed, courtesy competence, and ease of repair. Guests are concerned with the breakdown of the products that are actually offered to them. But most importantly, they are concerned with how fast the standard they paid for can be restored.

Serviceability

how a service product is perceived—is clearly a matter of personal judgment. It reflects how a guest is as an individual. Even with this fact, there appears to be some patterns in guests' likes and dislikes when it comes to the basis of tastes. Their tastes of course are affected by a variety of factors, including their demographic and psychographic characteristics. In the case of some famous hotel chains, they have segmented their properties or brands to cater to the different needs of the guest

Aesthetics

is highly subjective.

Aesthetics

Guests usually do not have a complete guide on a service product's dimensions; unknowingly, they are indirectly measuring and this measurement is the only basis for them to compare brands. Corporate reputation is its most prized possession and is the focus ____.

Perceived Quality

• An American physicist, engineer, and statistician. • He is also known as the Father of Statistical Quality Control and Related to the Shewhart cycle

Walter A. Shewhart

• An American engineer, statistician, professor, author, lecturer, and management consultant. • He championed the work of Walter Shewhart, including statistical process control, operational definitions, • what Deming called the “Shewhart cycle" which had evolved into Plan-Do-Study-Act (PDSA).

William Edwards Deming

• He made many contributions to the field of quality management in his more than 70 active working years. His book, Quality Control Handbook, is a classic reference for quality engineers. • He revolutionized the Japanese philosophy on quality management and in no small way worked to help shape Japan's economy into the industrial leader it is today. • Dr. Juran was the first to incorporate the human aspect of quality management which is referred to as Total Quality Management (TQM).

Joseph M. Juran

• A businessman and author who contributed to management theory and quality management practices. • He initiated the Zero Defects program at the Martin Company. • As the quality control manager of the Pershing missile program, Crosby was credited with a twenty-five percent (25%) reduction in the overall rejection rate and a thirty percent (30%) reduction in scrap costs

Philip B. Crosby

• An American quality control and businessman. • He devised the concept of Total Quality Control which inspired Total Quality Management (TQM)

Armand V. Fiegenbuam

• A notable for rejuvenating the norm in the works he always believed that quality should not stop in reinventing a product alone. • He was one of the few people who believed that delivering quale does not stop in purchasing the product; it goes beyond the transacting itself. • Thus, he highlighted and reinvented the concept of customer service. giving us the concept of after-sale service and warranty. • He was also the one who coined the “Ishikawa" or "fishbone" diagram that highlights the cause and effect of the activities and processes while in constant search of quality in operations.

Kaoru Ishikawa

• An engineer and statistician. • From the 1950s onward, he developed a methodology for applying statistics to improve the quality of manufactured goods. • Taguchi methods have been controversial among some conventional Western statisticians, but others have accepted many of the concepts introduced by him as valid extensions to the body of knowledge

Genichi Taguchi

NORTH AMERICA

Lovelyn Valenzuela · 30問 · 1年前

NORTH AMERICA