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Step in implemeting TQM

1)Access the leadership capabilities of line managers

2)Form departmental teams of volunteer who work on TQM

*will work on TQM

3)Create organizational and departmental mission,strategies goals on how the goals will be met

4)Team to decide the level of guest service expected

5)Identify and record gaps in service

6)Empower and coach team to create strategies to overcome the challenges

7)Use team problem-solving technique to solve all issue related service deficience

make improvement of the service

*to

9)Identify and record results

10)Celebrate successes. contiuous the process

1)Assess the leadership capabilities of line managers

2)Form departmental team of volunteer who will work on TQM

3)Create organizational and departmental mission ,goals.strategies on how the goals will be met

4)Team to decide the level of guest service expexted

expected

5)Identify and record gaps in service

6)Empower and coach team to create strategies to overcome the challenges

7)Use team problem-solving technique to solve all issue related service deficience

7)use team problem-solving technique to solve all issue related service deficiencies

Make improvement to the service

9)Identify and record results

10)Celebrate successes and continuous the process

TQM implemeting

1)assess the leadership and capabilities of line managers

2)form departmental team of volunteer who will work on TQM

3)create organizational and departmental mission goals strategies on how the goals will be met

4)Team to decide the level of guest service expected

5)Identify and record gaps in service

6)Empower and coach team to create strategies to overcome the challenges

7)Use team problem-solving technique to solve all issue related service deficiencies

Make improvement to the service

9)Identify and record results

10)Celebrate successes and continuous the process

Globalization

The process of growing interdependence among elements of the global economy

In the global economy, resources,markets and competition are worldwide

in scope

Globalization

The process of growing interdependence among the elements of the global economy

In the global economy,resources markets competition are worldwide in scope

Globalization

The process of growing interdependence among elements of the global economy

In global economy, resources,markets,competition are worldwide in scope

Global Management

management in businesses and organizations with interests in more than one country

>Marriott

>Mandarin Oriental

>Ritz Carlton

>Starbucks

Management challenges and opportunities of working across national and cultural borders must be mastered

management in businesses and organizations with interests in more than one country >Marriott >Mandarin Oriental >Ritz Carlton >Starbucks

Management challenges and opportunities of working across national and cultural borders must be mastered

management in businesses and organizations with interests in more than one country

>Marriott >Mandarin Oriental >Ritz Carlton >Starbucks

Management challenges and opportunities of working across national and cultural borders must be mastered

global management

management in businesses and organizations with interests in more than 1 country >Marriott >Mandarin Oriental >Ritz Carlton >Starbucks

Management challenges and opportunities of working across national and cultural must be mastered

add oilll

3Q Q_Q

Global manager

a global manager is culturally aware and informed on intenational affairs

Strong global perspective

Always stay informed about international development

Be open-mind and have the ability to work with different kinds of workforces with diverse cultures

a global manager is culturally aware and informed on international affairs

Strong global perspective

Always stay informed international development

be open-mind and have ability to work with different kind of workforces with diverse cultures

a global manager is culturally aware and informed international affairs

Strong global perspective

Always stay informed international development

be open-mind and ability to work with different kind of workforces with diverse cultures.

A global manger is culturally aware and informed international affairs

Strong global perspective

always stay informed international development

be open-mind and ability to work with different kind of workforces with diverse cultures

variability pershability intangibility inseparability

Variability - Quality of service is likely to vary because of provider,location,timing(i.e.lack of consistency)

eg. Service quality provider by hotel A in HK and Singapore may vary

Variability - Quality of service is likely to vary because of provider,location,timing(i.e.lack of consistency) eg.Service provider by hotel A in HK and TW may vary

Variability - Quality of service likely to vary because of provider,location,timing (i.e.lack of consistency) EG Quality of service provider by Hotel A in HK and TW may vary

Variability - Quality of service is likely vary because of provider,location,timing (i.e. lack of consistency) EG. Quality of service provider by Hotel A in HK and TW may vary

Perishability - As service cannot be stored,it is lost forever when not used
Demand pattern fluctuates during a day and/or season .
EG.An empty seat on flight cannot be inventoried

Perishability - As service cannot be stored,it is lost forever when not used .
Demand pattern fluctuates during a day and/or season
EG.An empty seat on flight cannot be inventoried

Perishability - As service cannot be stored , it is lost forever when not used . Demand pattern fluctuates during a day and/or season

EG. An empty seat on flight cannot be inventoried

Perishability - As service cannot be stored , it is lost forever when not used . Demand Pattern fluctuates during a day and/or season EG. An empty seat on flight cannot be inventoried

Intangibility - Service innovations are not patentable therefore need to build up the brand name rapidly to preempt any comprtitors. Service is for guest use only,not for possession

competitors

Intangibility - Service innovations are not patentable,therefore need to build up the brand name rapidly to preempt any competitors. Services is for guest use only not for possessment

possession

Intangibility - service innovations are not patentable ,therefore need to build up brand name rapidly ,preempt any competitors . Service is for guest use only not for prossession

Eg.Customer will have no way to evaluate their meal at restaurant until they have experienced the food and service

customer will have no way to evaluate their meal at restaurant until they have experienced the food and service

customer will have no way to evaluate their meal at restaurant until they experienced the food and service

customer will have no way to evaluate their meal at restaurant until they experienced the food and service

4. Inseparability

Inseparability

production and consumption of service happen at the same time . Presents a special challenge because each guest may have his/her own requests

production and consumption of service happen at the same time. Presents a special challenge because each guest may have his/her own requests

inseparability - production and consumption of service happen at the same time. Presents a special challenge ,each guest may have his/her requests

EG.The presence of loud customers in restaurant will influence the experienced of other customer

the presence of loud customers in restaurant will influence the experienced of other customers

Trend in Hospitality Management

Globalization Diversity Empowerment Safe and Security Value Consciousness Legal issues Technology Advancement

globalization

world become global village . Opportunities to work in different counties increase

Workforce become more diverse

Competition increase

globalization - world become global village .opportunities to work in different counties increase . Workforce become more diverse . Competition increase

globalization - world become global village.opportunities to work in different counties increase. Workforce become more diverse. competition increase .

globalization - World become global village. opportunities to work in different counties increase. workforce become more diverse . competition increase

Diversity

- diversity group of staff with different cultures. - diversity group of guest with different expectation

Diversity - Diversity of staff with different cultures . Diversity of guest with different expectation