The essence of the concept of quality, quality in the field of basic concepts. Science subject, purpose and objectives

Developer: Turayev. O

PLAN:

• Quality the concept essence lighting giving modern approaches.
• "Hotel in agriculture services quality management“ science subject, content, target and functions.
• Hotel in agriculture services quality management science teaching need.

"Quality the concept essence lighting giving modern approaches" theme basically management, economy, work production, services area and tourism actual. It following directions explanation you can:

• 1. Classic approach modern approach transition
• Classic approach quality — product or service to the consumer thrift level, standards compatibility with it is based on comments.

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• Modern approach while quality not only product technical indicators, but its stability, environmental effects, consumers experience and social value with also set.

2. ISO standards on the basis of approach

• ISO 9000 standard than: quality — items or service set requirements satisfy get ability.
• Modern management quality — consumers needs present and the future also full satisfy get the possibility as interpret is.

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3. Consumers centered approach�

• Quality essence just work produce criteria does not bind.
• Consumers experience, convenience, use security, service show speed and even aesthetic aspects also quality a part converted.

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4. Stable development and quality

• Modern concept quality — stable work production, environmental security and social responsibility with closely bound.
• For example, “green tourism”at service quality not only convenience, but nature damage avoiding with assessed.

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5. Innovation approach

• Quality provide now just control not, but innovation processes current make through is achieved.
• “Total quality management (TQM), “lean production”, “six sigma” like the concept of quality all management process to the center puts.

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6. Digital transformative conditions quality

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• Digital technology (Io, big data, AI) quality monitoring make and improvement main means becoming.
• For example, service provision customer real time thoughts (feedback) on the basis of quality reviews and promptly with improve possible appear if.
• Modern approach quality the concept simple “standard compatibility”from expansion, consumers needs, environmental stability, innovation, social responsibility and digital technology with the combination case many along with understanding become.

ISO 8402-94

• ISO 8402-94 international standard "service show quality" term also reception made if, him of the consumer identified or I guess made needs meet allows allowing service show Process itself specific features and terms and conditions please that regarded.
• The most important features of the ability to meet certain needs of service include the following:
• Let it be convincing;
• let care;
• reliability;
• efficiency;
• communicativeness;
• politeness

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Let convincing

• Let convincing - when you say employee the promise made service clear show ability is understood. Quality service show program work out no reliable interaction provide start should. Service provider staff professional co level high ministry no reliable interaction provision for on if service makes. Staff legally prescribed as a result have reached the hotel's reputation to undermine hotel building reconstruction make and re equip spent large thus, also, customer do stone and polite relationship also cannot clean up.

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Let caring

• Let caring - customer help give and promptly with service show let's be ready. Service provision at the time often emergency cases happen gives or customers unexpected please (for example, number white royal or bigger bed put etc.) with contact will. In such cases, the enterprise finds a rational solution to the given problem and the ability to price it.

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Reliability

• Reliability - employee self-assurance. Mutual trust relations they coming for Consumers more trust external to sign attention give very it is important. Hotel, hall, number, restaurant good up was interior, rooms, corridors clean, polite clean view of employees - all all service show quality external criteria if, customers certain in the enterprise all something place and he believe can study to look get rid of out.

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Efficiency

• Efficiency - the ease of communication with service staff. Example for if guest number Swiss called if it's a couple of hours in not, but a couple minutes reaching should come.

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Communicativeness

• Communicativeness - the customer possesses the necessary information at the time and, according to them, presents it without demand to account staff with customers between misconceptions.

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Kindness

• Kindness - give special attention to the customer and show them individual service. Each client has their own specific needs. Client directory faithful stay provide for services show during certain client directory for special importance have that, its individual careful of account would get show necessary.

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• Service in the market quality when you say reference point made consumers what understand hospitality enterprises for important importance have, is that quality; understand discuss in of the consumer personality carefully in the center stands.

• User service quality reception I'm comin above the description is based model this understanding following three structural part unit that look allows gives:

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• Main quality;
• Required quality;
• Desired quality.

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Main quality;

• Service user must be that considered properties summary. Client this quality existence hope do, work produce with them discuss to do should not found. Hotel enterprise services for main quality the following example is:

• To the hotel location sharing clean sheets, pillow skin and towels availability
• Hotel room cleaning every day
• Television and number available other that boast cutting-edge s work guarantee without breaking
• Guest with final account-book error avoiding etc

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Requiremented quality;

• Service technical and functional features summary

Required quality.

• Consumers service availability about just dream be you can the quality.

Many international organizations, is that Europe Quality organization ISO standardization international organization by XXI century - quality age, that recognized be avail not. Actually quality- in society of labor high effect index, national wealth source and most importantly, social and economic from the crisis out factorr.

Present in the day quality management system (SMT) each a advanced company increasingly important necessity become go.

ISO 9000 series international standards - From smt use minimum requirements set gives.

Quality in the field well-known the Japan and Of America second world war next recovery in the process important the role played scientists according to William Edward Deming, quality is not only a consumer's desire for commercial content but also an indicator of future expectations.

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**Quality Issues in the Field** Another prominent American specialist, Armenian V. Feygenbaum, author of the quality complex management theory and member of the International Quality Academy (NAC) academy, describes quality as follows: "Not the quality engineer or marketer, but the consumer who made the decision. The quality of competitive market conditions, despite persistent changes, remains stable.

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The history of the concept of quality

From the previous 18th century BC, King Hammurabi of Babylon established laws. Between 1901 and 1902. Swimming (ancient Mesopotamian territory) about history. In 1780, Hammurabi created an encyclopedia of laws. In the encyclopedia 282, the law if, they black tenant columns was stricken was), product quality for being responsible for tar was. Then if you master home construction. however the house resistant not, fall any people loss if, master death penalty set. Poor quality products work not only for material but also physical punishment practice has been used history

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What should the quality itself?

In the hotel to improve the quality of today's products and services is one of the important issues of the day. The sale of the product or provision of services only the quality improvement process not only to get more profit but for society, it is also necessary for you to contribute to its development

The “quality” concept in the hotel industry will have the following specific properties:

1) to know exactly the quality to satisfy the customer's needs and then refer to a specific one. The desire to constantly improve their quality and offer certain services allows you to achieve a competitive advantage in the market;

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2) on the quality and full-fledged services required;

3) the quality constant, to be repeated many times and always to be done, is a kind of quality service while

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The quality of service, which is the customer's satisfaction primarily when providing hotel guests, means services that meet the needs and requirements of quality service. The level of quality, in turn, available in the hotel's restaurant or the service provided, and the fit depends on the expected level of imagination.

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Quality of service – service features is determined or estimated, providing the ability to meet the needs of the set.

ISO 8402-94 international standard "service quality" in terms of the process of allowing the consumer to serve the needs of their identified or estimated and is considered as a specific feature of a set of terms.

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The most important service offering to meet the specific needs of ability characteristics enter the following:

The hotel - complex services to people outside the home among them are nesting and feeding the provider directory essential services are at an equal level of service.

The average price of the hotel services customers based on the quality of the impression received:

• To meet;
• Registration;
• Placement;
• Number of services;
• Business services;
• Transport services and others

There are several methods of evaluation of the quality of these services. One of them, the scientists of the university of texas Parashuraman A., V. l. and berries are developed by A Zaytaml "SERVQUAL (quality of service) assessment methodr.

This method in measuring the quality of service the quality of service from the impression and representing the ratio of hope-east of china (service quality index) (sq – service quality index) quantitative indicators of

to apply that implies.

"SERVQUAL" reviews method survey in the form if, two parts is:

• I– part – "client hope"
• II part – "client impression

To determine the quality of the main contributory services the indicators are:

Moddiylik that is , offered services are used in the process of equipment, technology, personnel, provide with the necessary tools level.

Reliability that is , on the services promised and without defects performance, as well as the overall prestige of the enterprise

Responsibility is not that is , visitors are always necessary to provide the service and desire to help. Please contact the staff with any guests you in the short term to solve it and give (up to someone else to installing need it)

Convincing ie thoughtful and orderly team, qualification, be attentive to himself and to unsuspecting guests

Caring, to show up to take care of that, individual approach to every guest. In such circumstances, which can be a negative impression one gets from guest services for any reason.

Service quality in the hotel shows the effects of the following factors:

- material-technical base status (base technical or technical quality): comfortable

planirovka quality cosmetics and buildings, to give the total number of buildings and hotel equipment, and provided with comfortable furniture, high-quality beds-collection pillows, modern high fertile kitchen equipment, etc.

- advanced service technologies (functional quality): the total number of buildings and the harvesting procedure and methods of living, registration and settlements with customers to make a coffee shop, bar, restaurant in the preparation of food and drink and the other rules (reseptura);

- the quality of culture (social quality): the staff of the hotel

conduct than the guests, high professional skills and competence to be able to accurately, rapidly and cultural willingness to provide services;

- information culture: the timely delivery of complex information for consumers of information, completeness, ob'ektivligi, reliability and innovation and b

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