Covers TQM + Quality Control Tools

2. TOTAL QUALITY TQM

4. TQM ENABLERS
Team : Cross functional teams
Leadership :motivate for common growth
Empowerment: authority

5. Communication
Training
Customer Focus

6. QMS
OUTPUTS
Reduces customer complaints
Reduces the service failure
PLANING
CONTROL
ASSURANCE
IMPROVEMEN
T
AUDITING
Resources,information
INPUTS

8. • Cleanliness
• Room services
• Hygienic food
• Lighting and
furniture
• Fast check-in and
express check-out
• Ambience
• Valet parking
• Cab service
• High speed internet
access
• Corporate lounge
• Complementary
services
• Antique store

10. Ishikawa

11. Histogram

12. Pareto Chart

13. Failure Mode Effect Analysis (FMEA)
highly structured, systematic techniques for failure analysis
helps to identify potential failure modes based on experience with similar products and
processes
Identify the ways in which product/service can fail
Estimate risk associated with specific causes
Prioritize actions to reduce risks
Take 4 variable : Severity(SEV), Occurrence(OCC), Detection(DEC) & Risk Priority Number

14. • https://www.radissonblu.com/en/hotel-hyderabad/reviews/BY_LOWEST
• https://www.tripadvisor.in/Hotel_Review-g775971-d2223100-Reviews-Radisson_Blu_Resort_Goa_
Cavelossim_Beach-Cavelossim_Goa.htm
• https://radissonhotels.knoji.com/compare-vs/
• https://www.radissonblu.com/