Managing for Quality in the Hospitality Industry
John H. King, Jr., HDS Services
Ronald F. Cichy, Ph.D., NCE, CHA, Michigan State University

ISBN-10: 0130945897
ISBN-13: 9780130945891

Publisher: Prentice Hall
Copyright: 2006
Format: Paper; 368 pp
Published: 01/13/2005

Suggested retail price: $77.20
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This practical Quality Management text focuses on meeting the expectations of internal customers, external customers, and owner/investors–the backbones of any organization and its culture. Integrating theories and real-life examples to illustrate how to achieve high quality, the authors add credibility to the process by sharing their successful quality management experience in a contemporary case history - while simplifying the most important elements in managing quality in the hospitality industry.

Integration of internal and external customer, and owners/investor expectations.

~Enables students to understand how managing for quality involves the consideration of three broad sets of expectations within an organization.

 

Use of “live” case studies and examples-Features all industry segments including HDS Services; the Ritz-Carlton Hotel Company; RARE Hospitality International, Inc. (The Capital Grille, LongHorn Steakhouse, and Bugaboo Creek Steak House); the Detroit Athletic Club; and more.

~Helps students apply theory to practice in the real world of the hospitality industry.

 

Focus on the critical role of the internal customer.

~Teaches students that this is where managing for quality begins.

 

The Six Steps of Implementing Quality.

~Shows students how to implement quality using the best practices of a “live” case study.

 

The utilization of a strategic quality plan.

~Demonstrates how to generate and operationalize a shared vision in a high performance service organization.

 

Relevant Tools of the Trade-In a practical, tear-out appendix containing forms and assessment tools.

~Gives students practice in using these metrics and understanding which to apply in each situation.

 

Learning objectives and review questions-In each chapter.

~Alerts students to key content and helps them check their comprehension before moving on.

 

Web sites and activities-In each chapter.

~Supplies students with the chance to expand upon and practice learned concepts.

 

Approximately 150 exhibits, pictures, tables, and photos throughout.

~Enhances text presentation and student understanding of it.

 

Quotes from industry leaders throughout.

~Shares their vision and expertise with students.

  1. An Overview of Managing for Quality.

  2. Champions of Quality.

  3. Quality Management.

  4. Tapping the Organization’s Hidden Strengths.

  5. Team Effectiveness.

  6. Serving External Customers.

  7. CQI Journey.

  8. The Tools of the Trade.

  9. Strategic Quality Plan.

10. Assessing Quality.

11. Implementing Quality.

12. Leading Quality.

13. Quality Life.

14. Final Thoughts.

Appendix. Tools of the Trade Tear Out Sheets.

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