How does the implementation of a quality managment system such as EFQM Research Paper

How does the implementation of a quality managment system such as EFQM or Six Sigma in the hospitality industry help improve th - Research Paper Example All the prominent organizations may have a well defined quality management system in order to ensure the quality of all the products or services offered to the customers by the organization. Earlier, in most of the organizations, a quality control (QC) division was functioning whereas at present instead of QC, Quality Assurance (QA) division is functioning. The change from QC to QA reflects the importance and changing concepts about the quality in organizational world. Service sector is one area in which quality plays a vital role in determining the success and failures of an organization. For example, in hospitality industry, the customers often compare the quality of services they received from different organizations before they select one organization. European Foundation for Quality Management (EFQM) and six sigma (Developed by Motorola Corporation) are the major quality management systems implemented in the hospitality industry at present. Both EFQM and Six Sigma have some meri ts and demerits. This paper briefly analyses how the implementation of a quality management system such as EFQM or Six Sigma helps the hospitality industry to improve the performance. ... â€Å"To achieve Six Sigma, a process must not produce more than 3.4 defects/ million opportunities. A Six Sigma defect is defined as anything outside of customer specifications†( What is six sigma, 2010) (Jkerrigan, n. d) The basic architecture of six sigma includes five aspects; define, measure, analyse, improve and control. The organization which implements six sigma should define its objectives at first. Then the organization measures the output with the help of statistical analysis. If the output does not reach the six sigma mark, the process should be improved further and further till it reaches that mark. Proper control should be exercised while the organization strives for better quality and management practices. â€Å"Six Sigma is driven by the customer and thus aims to achieve maximum customer satisfaction and minimizing the defects. It targets the customer delight and new innovative ways to exceed the customer expectations† (Advantages and Disadvantages of Si x Sigma, n. d).The focus of Six Sigma implementation is attached to the customer. In most of the modern quality management systems customers are at the central point. All the quality improvement activities are rotate around the customer since the customer is the one who is capable of making or breaking an organization. Starwood Hotels and Resorts have already implemented the Six Sigma approach. Six Sigma at Starwood has helped improve the financial performance of the group by ushering in the quality and consistency of the customers' experiences. Six Sigma has also provided the guidelines and tools to create a consistently superior guest experience at all properties, and simultaneously improve the bottom line. The Six Sigma organization in the group reports to

Unit Plan Assignment Example | Topics and Well Written Essays - 1250 words

Unit Plan - Assignment Example More over, lessons are outlined as well as supportive assessments and assignments that will aid student in learning. Student learning materials, resources and units background information are also included in this plan. Probability is the number of favorable outcomes with reference to the total number of possible outcomes. This is established depending on the nature of the event i.e. independent or dependant as well as the presence of replacement since order matter. It is therefore very important to note that there is a huge difference between the theoretical and there experimental probability of any event. More over, sample spaces can be formed from possible outcomes and be determined through the application of the counting principle or through permutation or combination. This should be done to ensure that the student to understand this unit and be able to compute probable outcomes from an event. Further more, practical demonstration should be used frequently to demonstrate the main bases of this unit. Class quizzes and home works should be a very important tool of teaching this unit to encourage self assessment. This lesson is inclusive of introduction which should not take more than 5 minutes. The remaining time should be distributed equally to the sub topics as out lined in the week’s plan. At the end of this lesson students should be able to differentiate the terms as well as be able to work out probability problems under this category. A very brief discussion of the previous day’s lesson should be discussed to remind the student about the unit. In this lesson it should be mentioned how a certain order will affect the probability of an outcome. This can be demonstrated by the use of different colored balls for students to see the order in which the colors emerge. In this lesson permutation will also be revisited. This lesson is about the