Quality Management

Definitions of Quality -Quality should be aimed at the needs of customer’s present and future. -Quality is a fitness for use. After comparing the above definitions it can be concluded that quality is identifying and maintaining the customer needs via right practices and procedures to obtain the same level of services. These can be done by the complete market research which will show where the product lies in the market. What are the things need to implemented to improve the product which will satisfy the customer needs. This also includes meeting the requirements of internal customers like suppliers as well as staff of the organization. Quality is not only improving the services but to maintain the flow of implemented services. There are three points which are very important for the maintenance of quality which are as follows :- Business performance cheque Value for money Operational excellence Customer feedback Staff expectations *Differentiation Betwe*en* Product Quality and Service Q*uality Quality model used by Royal Lancaster Hotel Royal Lancaster Hotel uses the Six sigma quality model to achieve and maintain the quality in the market. Definition of Six Sigma: Six Sigma is a formalized methodology used to measure and deliver the quality to their customers. Six sigma were invented by a Motorola Corporation Quality and Reliability Engineer , Mr. Bill Smith which are implemented by Following Steps : Define Measure Analyse Identify Control Define : There are certain policies which Royal Lancaster Follows which are as follows : The telephone should be answered by the telephone operator before the third ring. The guest should be greeted is the employee is within the 1 metre of the guest. Alcoholic and non Alcoholic drinks should be served after taking the order. Name of the dish and the description of it should be given by the waiter as soon as the waiter places the...