2-TOPIC: THE BASIS OF METHODOLOGICAL QUALITY MANAGEMENT IN HOTEL MANAGEMENT SERVICES. THE FORMATION AND DEVELOPMENT OF THE SCIENTIFIC SCHOOL OF QUALITY MANAGEMENT

PLAN:

• 1. Quality management principles and functions
• 2. Classification of quality management methods.
• 3. The formation and development of the school of quality management in the USA.
• 4. The JAPANESE school of quality management and its main aspects.

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1. Quality management principles and functions

• 🔹 Quality management principles
• International standards of quality management (iso 9000 series) and is based on the concept of modern management. The main principles are the following:
• Directed to the customer – product and service quality should be the needs and requirements of the consumer.
• Leadership of the leader of – head up high and be personally responsible to ensuring the quality of the process should give direction to the team.
• Attraction staff – all employees should be actively involved in the quality improvement process.

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• Processing approach – quality management are not separate tasks, but the entire process holistically consider the case requires.
• Systemic approach – all the processes in the organization are managed as a single system.
• Continuous improvement – the main objective of quality management – continuous improvement.
• To decide based on facts – certain decisions are made without have to rely on data and analysis.
• Partner relationships – suppliers and partners and has established long-term trusted relationships with clients.

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🔹 Quality management functions

• Planning – product and service quality requirements to set goals and develop strategies.
• Organization – units which are necessary to ensure quality, processes and resources of the formation.
• Motivation – interested in increasing the quality of staff, to stimulate the creation of a system.
• Control – production and service processes the measurement and evaluation of quality indicators.
• Analysis and evaluation – quality indicators, customer opinion and the results of the analysis of the process.
• Correction and improvement – to eliminate the identified deficiencies, the update process and continuous development.

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Currently, various quality management systems are being used worldwide. However, this system is currently used by the best international companies successfully conducting business for eight key areas based on the principles of systematic quality management.

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The first principle is that the consumer with attention to keep working.

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Consumer preferences for changes in the organizational, methodological, and technical aspects of adaptation strategy development, operating in a competitive market environment, are crucial for organizations and enterprises.

Organizations understand their current and future needs of their consumers and therefore will be subject to their requirements, and to achieve even better results than expected, they must be satisfactory.

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The second principle – the role of government.

Accordingly, to be the head of all the principles of a systematic approach to quality management, that is, in mutual harmony with them, one should envision a connection. Quality management and the successful completion of this work will serve to identify the factors that create the necessary conditions for their occurrence.

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The unity of purpose and direction of the leader ensures that the organization's activities, as well as the creation of a quality management system in accordance with it, create an internal environment and make strategic decisions to do this, and support in addressing all issues of work in the organization will be fully attracted.

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The third principle working to attract.

This is one of the basic rules, according to him, every worker should be involved in quality management activities. Each of them can achieve this goal when the need arises to improve their internal characteristics.

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Employees at all levels of the organization are the foundation. The quality of these services, the full involvement of people with disabilities, and their ability to manage the management system allow them to bring benefits to the organization. Wealth is considered the organization's most senior employees. Therefore, all necessary conditions will be created for them to open up and use their creative potential.

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3 – the principle of the content brief. People are more valuable to the organization and an important part in maximizing the benefit to the organization, and these people can best utilize their opportunities

The fourth principle – processing approach and paired with it

the fifth principle – systemic approach to management

According to this principle products production, maintenance and management of the process of mutual link is complex. To each their own access out of the process and said, “vendors” and “consumers”is regarded as a system which is able to

The sixth principle – continuous improvement.

The goal is to change and improve the organization's activities, which should be considered permanent. Twenty years ago, the quality of the optimal strategy was based on the quality of the concept. Later, the Japanese, American, and European industries, as is known from experience, are not the limit of improvement; the quality of systematic measures to improve their organization and self-management components of the system, i.e., to become subsystemic, should be.

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Quality Improvement Actions Include:

Analyze and evaluate the current situation to identify areas for improvement;

Set improvement objectives;

Search for potential issues affecting improvement goals;

Select and evaluate the identified issues;

Implement the selected improvement actions;

Measure, verify, analyze, and evaluate results to determine whether objectives have been achieved.

The seventh principle – based decision making to data. Making decisions based on the implementation of this principle means not giving up for the night will promote. The report on information gathering and analysis must make decisions based on them. For this purpose, we have developed and analyzed our control, regulation, and common statistical methods.

The eighth principle – a mutually beneficial relationship with suppliers. These principles are applied not only to foreign suppliers but also to domestic ones.

The modern concept of quality management is any goal-oriented activity, the concept of management. In this context of quality management, it would be worthwhile to focus on a more economic basis.

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Quality control: The factors affecting product quality are studied separately. Many random qualities are local and depend on the influence of subjective factors. These factors indicate the level of quality necessary to prevent the consequences of the quality management system.�

Factors Affecting

Quality

Random

Local

Subjective & Objective

Technical

Organizational

Socio‑Economic

Influencing quality random factors, quality projection reflexes, the development of the enterprise as a result of events that have occurred over the past few years, the quality of the product comes to bring changes. The suppliers of these goods include events associated with the random event.

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The product (service) affects the quality of local factors, the manufacturer's geographical location, production conditions, society's attitude towards the directory, and enterprise products manufactured by the national economy, such as production based on religious values.

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The product (service) affects the quality of subjective factors to change the quality of the product as a result of human activity. The remaining factors are considered the most important in relation to this factor. Because product quality in relation to other production factors affects more than men

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The factors affecting the enterprise being developed to improve product quality in another type can be learned. These factors are of technical, organizational, economic, and social types and can be divided into:

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Technical factors group:

• technological equipment, equipment, instruments and means control condition;
• initial materials, drives the quality of raw materials and products;

Organizational factors group:

• the regularity and speed of work;
• equipment maintenance and repair;

Economic factors group:

• the form of payment for the work;
• the amount of salary;
• high quality products and mukofatlash for work;
• product unsuitable for salary deduction from stay;
• the costs and the cost of the product;

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Social factors group:

selection of personnel, location and change of location of work;

increase in the organization's qualifications;

scientific and technical creativity, rationalization and inventiveness;

residential and household conditions, relationships within the team, and the environment consist of psychological and other factors.

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When we say "economic quality is convenient," we mean the relationship between the quality of the product and the costs.

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The hotel offers business services to improve the quality of promising destinations. You can specify the following:

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• the hotel's material and technical base and its infrastructure improve and enhance coordination based on modern requirements for all elements of interaction and mutual relations;

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• production and wide application of new technologies in communication and mutual provision of services, including personal action;

• the formation and development of the high level of competence and professionalism of the hotel staff, on the same basis of high-level hospitality environment;

• service quality management process and the organization of the hotel on the basis of generally accepted international quality standards and adapt to them

The three leading regions of the world: the usa, japan and western europe in the example, we will review the history of the development of quality management

Quality management experience in the usa. The quality of the product is the main goal, which has become america's leading companies in the quality is not the way to satisfy the needs of the consumers, but are viewed as a means of reducing the production costs.

US 80 was conducted in conjunction with quality management quality planning at the beginning of the year.

This is an important achievement of the quality of service. Thus, it is not given enough attention to the domestic consumer of production – without taking the needs of the firm plans to increase the quality of internal concluded. The quality management process such additional set of problems.

E In The Usa. Your book's two: “Quality, productivity and competitiveness” and “Exit from the crisis” out of publication. The monographs in this “rule 14” if your philosophy is known by the name of taking the place of them, the overall quality (Total quality)made the basis of

The problem began to manifest itself in the depth of quality in the USA. American industry resources, potential, dignity, and high paid wages are managed at a higher level. Zero-defect ventricular (ZD) or "defect load" quality system collaboration. By 1962, all current players in the military industry of the united states would have been extensive in the area of the industry.

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"ZD" quality system collaboration can refer to the following main characteristics:

The main activity of the enterprise is considered the evaluation criterion - defects occur due to misunderstanding. Khuja-financial activities, or the connection to subordinates indicators all of these criteria.

The main initiative provides senior management by the system. First of all, care should be exercised to work management directory of flawless interest show.

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• The whole process of connection motivation gets to work flawlessly. The increase in material and spiritual work encourages my professional career, technical re-equipment, and others.
• Teaching, sharing the team on a permanent basis in that directory, coexists with the formation of a system of training and experience.
• Let it be continuous. "ZD" in the system improvement, as well as the large uktiriladi would be unlimited, i.e. defects and new reasons to be rid of them can be ahead of other players will push detection problems.

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One of the main functions of improving the quality of the company nationwide - "the earlier - quality!" - is the motto of practice to adhere to. Under this motto, the American Society for Quality Control (SNAJ) quality initiative is held monthly. The society, founded in 1946, currently leads the state and society. 53 thousand team members have their own scientific and technical personnel.

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Quality management indicates whether Japan was never finished and enhances the quality of work experience. That devastated Japan in 1945, the year the industry was full of work. Also, during that period, Japanese technology was a reactionary position.

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In japan, product design, production, sales and quality analysis to increase the level of changes – PDCA cycle “planning – complete – check the effects of the correction”

(“plan – do – check – action”)see link

A number of specific features of the approach to quality management in japan, however, the theoretical comparative analysis of the world experience shows that have common features with its rules.

Specific features of the Japanese approach to quality management:

labor results in all divisions and continuous improvement;

the quality of the product, but quality control processes

to;

3) to eliminate the drawbacks to allow the likelihood;

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4) the previous operation of the problems arising in the transition I to the next research and analysis;

5) "your consumers do - the next production operation acting on the principle of" promotion;

6) take responsibility for the quality of the results of the work directly loaded by the artist;

7) the active use of the human factor to increase the creative potential of workers and employees, saying: "Good people, bad work, it's a shame."

follow

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"The Great Japanese Miracle" Let's get the main idea - to apply advanced technologies in any field. The firm's microprocessors and technologies, new materials, design of automated systems, and fully computerized statistical methods are being widely applied.

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Quality is as important a collaboration of the Japanese bugin tugarak specific quality of the system. The quality of the circle results directly in the workplace understands many of the groups of individuals who indicated activity, its main task is to find practical issues, research and solutions to the imperial research determination, as well as constant research will go into.

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The quality of this club

small professional group (usually from 3 people to 12 people);

- work independently based on quality control related to (but not within the formal structure of the organization);

- Activity is indicated directly in the workplace (the executive manager and it will look like a single unit).

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The motto of quality circles is: "Quality decides the fate of the enterprise"; "tomorrow will wear what appears beautiful Today"; "the quality in every minute to think about this"

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For employees in Japanese companies, "five zero" received the name of ensuring the quality of participation in the developed program. The rules for short -formed in the view of the proverb:

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• not created (conditions for the occurrence of defects);

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• so as not to send (the defective product to the next stage);

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• not accepted (defective product from the previous stage);

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• change (technological procedures);

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- repeat not (errors)

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Quality management European experience. Programs to improve quality have been implemented for many years in the US and Japan as an active policy on quality issues, long-term quality planning is carried out in Europe, and the rest continued quality control from medium to rare exceptional cases.

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In 1980, efforts to improve the quality of products and services were observed throughout Europe. ISO 9000 series standards based on the implementation of a wide quality system.

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In september 1988, the president of the firm's 14 largest western europe is the european quality management fund (sbef), and signed the agreement on the establishment of the firm.

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Comparison of Quality Approaches

Thank you for your attention!