hotel management

Chapter 39 Quality Management (2)
[-]. ABC Analysis

The ABC analysis method is the method used by the Italian economist Pareto (Vifredo:: Pareto) to analyze the possession relationship between social population and wealth.The main quality problems in the hotel can be found out by using the ABC analysis method.

1. Principle
The ABC analysis method is based on the principle of "the key is the minority, and the second is the majority". Through the analysis of various factors affecting the quality of the hotel, the number of quality problems and the ratio of quality problems are two correlations. According to the standard, the Pareto curve is used for quantitative analysis to solve the quality problems. This method first calculates the proportion of each quality problem in the total problem, and then divides the quality problems into A, B, and B according to certain standards. Category C, in order to find out one or two key quality issues that have a greater impact on hotel quality, and incorporate them into the PDCA cycle of hotel quality (see P416), so that effective hotel quality management can be realized. The characteristics of category A problems are: the number is small, but the number of occurrences is high, accounting for 70% of the total number of complaints. The characteristics of category B problems are: the number is average, and the frequency of occurrence is relatively small, accounting for 20% to 25% of the total number of complaints. The characteristics of category C problems are: the number is large, but the frequency of occurrence is small, accounting for about 10% of the total number of complaints.After classification, we can first focus on solving category A problems, which can clearly improve the quality of the hotel.At the same time, prevent the rise of B-type problems and pay due attention to C-type problems.Because type C problems are often accidental or uncontrollable.

2. The steps of ABC analysis
(1) Determine the method of collecting relevant service quality issues and information. The specific methods include: quality survey form, guest complaint form, guest opinion letter and inspection records of various departments.

(2) Classify, count and arrange the collected relevant quality problems, make a statistical table, and calculate the ratio and cumulative ratio on the table.

(3) Draw a Pareto curve coordinate map according to the statistical table, the left vertical axis indicates the number of problems, and the right vertical axis indicates the cumulative ratio.

General division criteria:

Category A: the most critical question, the general cumulative percentage is between 0% and 70%.

Category C: Secondary questions, with a cumulative percentage of 70% to 90%.

Category C: general questions, with a cumulative percentage of 90%~100%.

The above classification criteria are not absolute. The scope of ABC class division can be adjusted to a certain extent according to the actual situation.

(4) Conduct analysis to find out the main quality problems.

Type A problem - "dish quality" is the main quality problem that the hotel exists.Such problems account for 60% to 80% of the overall quality problems.It can be seen that although there are not many type A problems, only "dish quality" is the only problem, but this problem accounts for 67.1% of the overall hotel quality problems, which shows that "dish quality" is the key minority problem.If this problem can be solved, it will greatly improve the quality of the hotel.Therefore, the hotel managers must give full attention to the A-category issues and take it as the object of the current hotel quality PDCA cycle.

Type B problems - "service attitude, foreign language proficiency" are secondary quality problems in hotels.Such problems accounted for 17.7% and 8.3% of the total number of hotel quality problems.Although such problems are not included in the current PDCA cycle of hotel quality, managers should also pay enough attention to prevent them from rising.

Questions of type C - "entertainment facilities, others" are general quality problems in hotels.There are many such problems, but they only account for 4.9% and 2% of the total number of hotel quality problems.Occasionality is a characteristic of this type of problem, and managers only need to provide some preventive and improvement measures.

[-]. Causal Analysis Diagram
The ABC analysis method mainly looks for the main quality problems of the hotel.But how did these major quality problems arise?What is the reason?Cause-and-effect diagrams are a simple and effective way to analyze the causes of quality problems.

Causal analysis diagrams are also called fishbone diagrams and tree branch diagrams.In the process of hotel management, the reasons that affect the quality of the hotel are intricate and multifaceted.The causal analysis diagram organizes and analyzes the relationship between various factors (causes) that affect the quality (result), and expresses the relationship between the cause and the result with an arrowed line (fishbone diagram).

The cause-and-effect analysis diagram of the dish quality needs three steps to make the cause-and-effect analysis diagram to find the cause of the quality problem.

The first step is to determine the quality problems to be analyzed, that is, to find out the A-type problems through the ABC analysis method.

The second step is to mobilize hotel managers and employees to jointly analyze and find out the causes of Type A problems.Pay attention to brainstorming and extensively solicit opinions from people from all walks of life.When discussing the cause of a quality problem, it is necessary to find out the root cause from big to small, from coarse to fine, until specific measures can be taken.

The third step is to sort out and find out the reasons, and reflect the relationship between the results and the reasons on the diagram.The major causes of problems affecting service quality are usually considered from the perspectives of people, methods, equipment, raw materials, and the environment.

[-]. Countermeasure table
Make a plan of measures, that is, a countermeasure table.After using the ABC analysis method to analyze the main quality problems of the hotel and find out the main causes of the main quality problems through the causal analysis diagram, it is necessary to formulate countermeasures for the main reasons, that is, to formulate improvement measures and plans.Bring these measures and plans together in a table.Countermeasure table is an effective method to improve hotel quality.

The third (section) establishment of quality management system
An important concept of quality management is the quality system. According to the definition of the International Organization for Standardization, the quality system is "the organizational structure, procedures, processes and resources for the realization of quality management".For hotels, the hotel's organizational structure, program design, management process and resource allocation should serve quality management and be responsible for quality, that is to say, the entire hotel management system includes the quality system.

The hotel service quality system is the process and method for the hotel to systematize, standardize and institutionalize the hotel service quality management and quality activities through certain systems, regulations, methods, procedures, and institutions.

There are many practical steps that need to be taken to establish and operate a hotel quality management system.Its precondition is that the top managers of the hotel have a full understanding of the establishment of a quality management system.To promote the construction of the system, we must have sufficient confidence and determination.

[-]. Appointment of Quality Management Representative

It is the responsibility of the general manager of the hotel to establish a quality management system and manage the quality of the hotel.However, in some relatively large hotels, the general manager is unlikely to have enough time and energy to assist in the establishment of the quality management system and to supervise the operation of the system.Therefore, it is necessary to appoint an administrative person to be responsible for this work. This person can be a deputy general manager or someone else, usually called a quality representative, or a quality manager.

The basic qualities that a quality representative should possess:

(1) Rich knowledge and experience in hotel management;
(2) Familiar with the hotel's products, policies and operating procedures of the hotel;
(3) Be good at finding problems, have strong communication and coordination skills and the ability to deal with problems independently.

The position of quality representative plays an important role, and the appointee must have the responsibility and power to assist in all activities, supervise the operation of the quality system, and review the operating status and effects of the system.The quality representative is responsible to the general manager, reports directly to the general manager, and exercises powers related to quality management on behalf of the general manager.

[-]. Set up a service quality working group

The hotel's service quality involves all departments and regions of the hotel. Establishing and implementing the hotel's service quality system is a complicated task. Therefore, it is necessary for the hotel to set up a hotel service quality working group.The quality representative is responsible for the specific work of the group, and the group is composed of leaders of various departments and authorized representatives.

The main tasks of the hotel service quality working group are:

(1) Determine the quality objectives of the hotel;

(2) Determine the quality responsibilities and authorities of each department and position;

(3) Research and determine the quality policy of the hotel;
(4) Research and determine the quality documents of the hotel;
(5) Research and determine the control measures for hotel service quality;
(6) Regularly check the operation effect of the quality management system.

The relevant matters and documents discussed and determined by the hotel service quality working group need to be approved by the general manager of the hotel before they can be implemented in the whole hotel.The hotel quality management working group should be a permanent organization of the hotel.

[-]. Formulate a work plan

In order to control the proposal process of the quality system and ensure the quality of the quality system, the hotel should formulate a work plan for the establishment of the quality system.The plan is drawn up by the working group and implemented after being approved by the top management of the hotel.

Before formulating the plan, conduct comprehensive investigation and research on the situation inside and outside the hotel, analyze the hotel's operating environment and quality management status, find weak points, and grasp key issues.The work plan must ensure the construction quality of the quality system and have practical control measures for the work process.The work requirements and responsibilities in the work plan must be clear, the personnel and materials needed for the work should be guaranteed, and the work results of each stage should be carefully reviewed.

Fourth, determine the quality objectives and quality policy
(End of this chapter)