Hotel Escargo Quality Improvement

Teresa Luna

American Intercontinental University

Quality Management and Continuous Improvement

MGT656-1104A-01: IP2 Continual Improvement

October 16, 2011

Abstract:

This paper examines customer service and the check-in and check-out process of Hotel Escargo and how new technology can speed up the check in and check out process.

Put together all of your work and planning for the hotel to date, as well as additional research through Library articles now, for a slide presentation with notes for the management team and owner of Hotel Escargo.

To continue quality improvements, Hotel Escargo will implement the six steps in the Continuous Quality Improvement process

The cost of quality (COQ) is a measurement which calculates all of the costs related to producing and selling poor quality products and services. One method to estimate the cost of quality is to use word processing and excel spreadsheets and nine simple steps (Miltenburg , 2005).

1. The first step is choosing what process to measure. For a hotel that could be customer service or house cleaning. How do these things add value to your business and what would be the cost of improving them?

2. The process of documenting all of the steps required to complete a task such as checking in and out customers. Also you must figure out what percentage of the service is error free and what percentage needs improvement.

3. Get feedback from employees that are directly involved in the work. Utilize a survey or team meeting to figure out which step or process needs improvement.

4. Take out the areas that avoid poor quality such as training and system improvements.

5. Take out areas that have high stat's such as inspections and ratings.

6. Take out the internal and external costs that have to do with failures such as processing customer complaints.

7. Break down the quality costs into parts that go with steps or resources within the process. For example, if total quality costs are $2000...