The "Total Quality" (QT) takes on different meanings within a major hotel:
--- competitive lever: the Q of the service is the main component of the image of the hotel, also defines the strategic positioning (market segmentation, customer mix, pricing policies), it allows differentiate their service / product demand influencing particular company.
higher the quality differential is perceived by the market, the less the demand for a service / product of Q turns out to be elastic to price.
--- indicator of the level of system performance by providing feedback focused on : meeting the customer's repeat business, which makes detection more immediate, internal productivity.
--- motivating effect on staff : gratification, consistent with an internal system of rewards / recognition, low turnover in professional criticism.
I main benefits of a program of QT are
1. shifts the focus from the internal product / service to the customer with the redesign of all internal activities;
2.To improve productivity through reconnaissance business processes, priorities and cost / benefit analysis;
3.To improve profitability by making compatible the antinomy effectiveness / efficiency by: reducing conflict and alienation, increasing the participation and involvement of personnel; reducing costs by eliminating unnecessary operations / marginal revenue growth through customer loyalty and repeat business.
0 comments:
Post a Comment