Quality Management

Vision of the demographic changes in the seniorgeneration with special reference to the hotelbusiness in germany

Fachbuch, 2012
15 Seiten, Note: "-"



I. Abstract
1.1.1 Approaches on Measurement of Quality Demand-related measurements of quality Supplier-related measurement of quality Employee-related measuring of quality
1.2 Objectives and Methodology
1.2.1 Certification as a feature of quality ability Hotel classification Service management and customer retention
1.3 Summary and Conclusion



Figure 1: The five dimension of quality

Figure 2: Attempts at measurement of the Service performance quality

Figure 3 : Demand related measuring

Figure 4: Employee-related measuring

Figure 5: Results of the German Classification

Figure 6: Types of services

I. Abstract

Quality Management is of utmost important for every company, hotel business etc.. Quality Management, short QM. assures the customer satisfaction in various fields. QM stands for everything that should develop into a positive direction. This is the main reason why I would like to work on that issue. The article gives an outline of my visionary view of Quality Management referring to the hotel business


1.1.1 Approaches on Measurement of Quality

Generally, quality management is a leadership task. The objectives of quality management in hotel business are to be derived from superior business targets such as profit, profitability and safeguarding of competitive advantages. The targets of quality management may be subordinated to marketing objectives.

In quality management market-oriented targets, such as improvement of guests’ satisfaction, guests’ loyalty and business-orientated targets, like increasing orientation towards guests and creation of quality consciousness, can be assessed within the staff.

In order to realize marketing-oriented targets it is necessary for the hotel respectively the restaurant to have information about guest-relevant criteria of service performance quality and its valuation. Information must therefore be assessed internally as well as externally and transposed into quality standards of guest service. By quality we understand all the characteristics and features of guest service that are related to the optimal fulfilment of the guests’ needs.

The different perception of quality characteristics by the guests and by the staff members makes the formulation of requirements on the quality of a service company more difficult. In hotel business quality can be broken down into 5 evaluable categories, which can be assigned to specific fields in hotel and restaurant service performance. The five dimensions of quality in hotel and restaurant business can be seen as follows:

illustration not visible in this excerpt

Figure 1 : The five dimension of quality

However, the requirements on service depend on the target group that often is not homogeneous. Therefore, requirements often cannot be formulated generally. The planning and reaching of a superior quality level - seen from the view of a customer or a guest - is therefore a complex optimization challenge in business practice. Numerous features of quality must be chosen, classified and weighed. Hence result single requirements that have to be made concrete in order to fulfil specific guest desires. Looking ahead we should always have prevention of mistakes in our mind, because this is the best way towards quality improvement.

Demand-related attempts of measurement estimate quality from the guest’s view and supplier- related attempts of measurement from the entrepreneur’s view. Staff-related attempts of measurement take the staff members’ view into consideration.

In order to measure quality various tools are necessary, which feature as follows1

illustration not visible in this excerpt

Figure 2: Attempts at measurement of the Service performance quality Demand-related measurements of quality

Customer-orientated quality of service performance is if there is an agreement of service with a benefit in mind, which is subjectively seen by the guest. These impressions naturally are overlapped by the guest’s expectations and by the entrepreneur’s talent to sell the service in a positive way. In order to prove in how far the service provided is due to the quality standards required there usually various objective and subjective methods are applied.

illustration not visible in this excerpt

Figure 3 : Demand related measuring

A generally favoured objective method in hotel and restaurant business is that a test customer anonymously consumes the service offered. This method is applied for example by testing persons of various restaurant and hotel guide-books. Then the results are published in relevant magazines.

The observation by experts as another objective method has got a disadvantage: the persons involved often are informed in advance, they do not behave as normal customers and staff members; the expert often judges as an expert and does not take into account the emotional view of a real customer.

The feature-oriented subjective measuring generally consists of a homogeneously structured questionnaire. Thus, the questioned person judges standardized situations by means of a scale. This method, however, is not able to take into account the key experiences, which eventually have arisen during the service process and which particularly are recognized as quality relevant by the guest.

In order to assess also such events, in business practice therefore only more complex, result- orientated methods can be applied (for example making interviews to make the whole service performance process visible together with the customer). Supplier-related measurement of quality

There are also various objective and subjective approaches:

illustration not visible in this excerpt

Figure 4: Employee-related measuring

By means of quality audit service performance quality is not evaluated directly, but objectives, structures and processes, which are related to them.


1 Source: Dienstleistungsqualität messen, Marketing für Hotellerie und Gastronomie, Kurt Wolf, Roland Heckmann, Mattheus Verlag, p. 156.

Ende der Leseprobe aus 15 Seiten


Quality Management
Vision of the demographic changes in the seniorgeneration with special reference to the hotelbusiness in germany
ISBN (eBook)
ISBN (Buch)
536 KB
demographic, seniorgeneration, hotel business, quality management, Seniorenreisen
Arbeit zitieren
Ph.D., MBA , BBA Dieter F.-W. Freiherr von Münster-Kistner (Autor), 2012, Quality Management, München, GRIN Verlag, https://www.grin.com/document/199007


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