Quality Improvement Plan. Hotel "Wolmar"
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Total Quality Management (TQM) is an approach that seeks to improve quality and performance which will meet or exceed customer expectations. This can be achieved by integrating all quality-related functions and processes throughout the company. TQM looks at the overall quality measures used by a company including managing quality design and development, quality control and maintenance, quality improvement, and quality assurance. TQM takes into account all quality measures taken at all levels and involving all company employees.
In this plan, first, authors made matrix with two dimensions – target group/service, then made a list with 25 CQF’s, choose 10 most important, then made a valuation questioner for 3 of 10 COF’s. Then we did a cause and a process analysis for these 3 COF’s which has lead to the improvement plan for one of them. …
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