Cost of Quality

Quality and Cost

Loretta Powell

American Intercontinental University

MGT656-1201D: Quality Management and Continuous Improvement

Paul Blossom

February 12, 2012

Abstract

Hotel Escargo has many services to offer the customers, but has some weaknesses. The hotel needs to improve on its customer service. The check-in and out times for Hotel Escargo is longer than appropriate. There is a need for change to occur in its structure on a personal and organizational level.

Cost and Quality

Hotel Escargo needs to improve the hotels procedures and increase quality and customer satisfaction. Information on the current processes of Hotel Escargo was collected and compared to other 5 star hotels. The hotel must focus on quality to bring about customer satisfaction. Total Quality Management needs to be implemented. Using the ISO 9000 standards means that customer satisfaction is the most important issue. Improvement under the practices should be continuous. Happy customers recommend services to others. Word of mouth is an important marketing tool. Quality includes continuous improvement and learning., Continuous improvement can be accomplished through several ways. These ways include better product and development, better processes, and genuinely being more efficient. (Wadsworth, Stephens, & Godfrey, 2002)

Quality Issues At Hotel Escargo

The Hotel has a problem with its check-in and check-out procedures. It needs to main tain TQM and Total Customer Satisfaction to increase its reputation for high standards. The hotel offers various services, but the customer service must be improved for the customers to enjoy and utilize these services. Customers are always conscious of the services offered. Small details are very important when it applies to customer satisfaction. Customers want value as well as good pricing. Hotel Escargo must offer the same value those other hotels to gain a competitive advantage. Quality management can’t be...