1. LOGO
TOTAL QUALITY
MANAGEMENT
BY : NIK ROZILAINI

2. WHAT IS QUALITY IN
HOSPITALITY?
2
Perfection
Consistency
Eliminating waste
Fast delivery
Compliance with policies and procedures
Providing a good, usable product
Doing it right
Delighting or pleasing customers
Total customer service and satisfaction

3. 1
4
5
1
2
3
 Transcendent or judgmental definition: excellence
 Product-based definition: quantities of
product attributes
 User-based definition: fitness for intended
use
 Value-based definition: quality vs. price
 Manufacturing-based definition:
conformance to specifications
FORMAL DEFINITION OF QUALITY

4. Quality Perspectives
4
Customer
Distribution
products
and
services
needs
transcendent &
product-based user-based
manufacturing-
based
value-based
Marketing
Design
Manufacturing
Information flow
Product flow

5. THE HISTORY OF
QUALITY
MIDDLE AGES INDUSTRIAL AGES CURRENT AND FUTURE
 Skilled craftsmanship
during Middle Ages
 Industrial Revolution:
rise of inspection and
separate quality
departments
 Early 20th Century:
statistical methods at
Bell System
 Quality control during
World War II
 Post-war Japan:
Evolution of quality
management as
promoted by Deming and
Juran
.
 US quality crisis around
1980; growth of product
quality awareness in
manufacturing
industries
 Quality as a
management discipline:
from “Little Q” to “Big
Q” – emergence of Total
Quality Management
 Malcolm Baldrige
National Quality Award
(1987)
 Disappointments and
criticism
 Skilled craftsmanship
during Middle Ages
 Industrial Revolution: rise
of inspection and separate
quality departments
 Early 20th Century:
statistical methods at Bell
System
 Quality control during
World War II
 Post-war Japan: Evolution
of quality management as
promoted by Deming and
Juran
CONTRIBUTES TO
4 STAGES CHARACTERISTICS

6. Summary
● 4 Stages and the Characteristics
1st stage
2nd stage 3rd stage
4th stage
Sorting
Correcting
Identify the none
conformance
Quality manual
Performance
data
Self inspection
Product testing
Quality planning
Statistics usage
Paperwork
control
Third party
approvals
System audits
Quality manual
Quality costs
Process control
Failure detection
Effect analysis
Focused
Continuous
Internal customers
Prevention
Interdepartmental
barriers
Leadership
QUALITY INSPECTIONS (1910S ) QUALITY CONTROL (1924 ) QUALITY ASSURANCE (1950) QUALITY MANAGEMENT (1980)

7. THE IMPORTANCE OF
QUALITY
2014 2025
QUALITY AND PROFITABILITY
CONTINUES
QUALITY
PROFITABILITY
Competitions
Changing product mix
4 REASONS
High level of customers
satisfaction
Changing customers

8. Quality and Profitability
8
Improved quality of
design
Higher perceived value
Increased market
share
Higher prices
Increased
revenues
Improved quality of
conformance
Lower manufacturing
and service costs
Higher profitability

9. QUALITY PRINCIPLES
TOTAL QUALITY
QUALITY PRACTICES
QUALITY TECHNIQUES

10. Foundation of the
philosophies
 Based on three fundamental
principles:
 A focus on customer s
and stakeholders
 Employee engagement
and teamwork
 A process focus
supported by continuous
improvement and
learning
e
TOTAL QUALITY
PRINCIPLES
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11. e
TOTAL QUALITY
PRACTICESS
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 Strategic planning and design of organizational and work
systems
 Customer engagement and knowledge acquisition
 Workforce management
 Process management
 Information and knowledge management
 Leadership

12. e
TOTAL QUALITY
TECHNIQUES
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 Statistical methods
 Visual aids for problem solving, such as
flowcharts
 Techniques specific to quality assurance
activities, such as control charts, measurement
systems analysis, reliability models, and so on.

13. 3 LEVELS OF QUALITY
ORGANIZATION
LEVEL
INTERNAL
2.
PERFORMANCE/
JOB LEVEL
1.
PROCESS LEVEL

14. Organizational level: meeting
external customer requirements
Process level: linking external and
internal customer requirements
Performer/job level: meeting
internal customer requirements

15. ORGANIZATION LEVEL
Vision
SERVICES
PROFITABILITY
PRODUCTS
45%
20%
10%
25%

16. Quality and Personal
Values● Personal initiative has a positive impact on
business success
● Quality-focused individuals often exceed
customer expectations
● Quality begins with personal attitudes
● Attitudes can be changed through awareness
and effort (e.g., personal quality checklists)
1
6

17.  Is driven by customer wants and needs
 Makes significant contribution to business success
 Matches organization’s unique resources with
opportunities
 Is durable and lasting
 Provides basis for further improvement
 Provides direction and motivation
QUALITY
COMPETITIVE ADVANTAGE
INFLUENCE OF QUALITY
PERSONEL VALUES

18. LOGO
THE END…..
FOR FURTHER REFERENCES KINDLY READ THE
TEXT BOOK!!