COURSE: OPERATIONS MANAGEMENT IN TOURISM AND HOSPITALITY flashcards

All 12 cards

1. Card 1

   What is Total Quality Management (TQM) and how does it differ from traditional quality control?

   Total Quality Management (TQM) is a management philosophy focused on continuously improving products, services, processes, and organizational culture to achieve long-term customer satisfaction. Unlike traditional quality control, which identifies defects after they occur, TQM emphasizes continuous improvement, employee involvement, customer satisfaction, and process excellence, with every employee sharing responsibility for quality.

2. Card 2

   Explain the concept of 'Reliability' in the context of tourism and hospitality services and its four phases.

   Reliability is the ability of a product or service to perform consistently and without failure under normal operating conditions throughout its expected life. Its four phases are Design (developing based on customer needs), Testing (identifying and correcting defects), Production (applying quality control during delivery), and Services (collecting customer feedback for improvement).

3. Card 3

   Describe 'Inspection' as a method of checking product quality in tourism and hospitality, and provide an example of a visual inspection.

   Inspection is the primary day-to-day quality control activity that involves examining products, services, or operational processes to identify defects or deviations from quality standards, aiming to prevent problems before they affect customers. An example of visual inspection is a housekeeping supervisor checking if a guest room is clean, organized, and ready before check-in.

4. Card 4

   Differentiate between 'Attributes' and 'Variables' in the context of quality testing.

   Attributes are characteristics evaluated through observation, such as cleanliness, appearance, or staff courtesy. Variables, on the other hand, are measurable characteristics that can be expressed numerically, such as room temperature, cooking time, or food weight.

5. Card 5

   Identify the three types of materials checked for quality in operations and provide an example for each in a hospitality setting.

   The three types are Raw or Purchased Materials (e.g., hotels inspecting food ingredients upon delivery), Work-in-Process (e.g., inspecting meals while being cooked), and Finished Products (e.g., a hotel room inspected before guest check-in).

6. Card 6

   Compare and contrast 'Floor Inspection' and 'Central Inspection' in terms of their advantages and disadvantages.

   Floor inspection detects problems early and reduces waste but may cause downtime and requires inspectors to move between areas. Central inspection allows detailed inspections with specialized equipment and improves consistency but requires additional handling, may delay operations if defects are found late, and can increase rework.

7. Card 7

   What are the common challenges or shortcomings of inspection as a quality control activity?

   Common challenges include Human Error, where inspectors may overlook defects due to inexperience or distraction; Fatigue, which reduces concentration during repetitive inspections; and Subjective Judgment, where personal judgment can lead to inconsistent results among different inspectors.

8. Card 8

   Explain 'Process Control' and provide an example of its application in a hotel setting.

   Process control is a quality management approach where equipment or computer systems continuously monitor operations and automatically make adjustments to maintain quality standards. An example is a hotel's Building Management System (BMS) automatically monitoring air-conditioning and room temperatures to maintain guest comfort and energy efficiency.

9. Card 9

   Describe the three basic quality processes: Quality Planning, Control, and Improvement.

   Quality Planning involves identifying customer needs, developing features, setting goals, and designing processes to meet them. Control focuses on selecting subjects, choosing measurements, establishing standards, interpreting differences, and taking action. Improvement entails proving the need for improvement, identifying projects, organizing teams, diagnosing causes, providing remedies, proving effectiveness, and maintaining control.

10. Card 10

    What is a 'Quality Circle' and what are its key characteristics?

    A Quality Circle involves small groups of workers, typically 5 members from the same work area, who regularly meet to identify and solve work-related problems within their area of responsibility. They engage in voluntary problem-solving at their own pace, enhancing teamwork and problem-solving skills.

11. Card 11

    Who is credited with originating Quality Circles and what tool did he encourage for problem-solving?

    Quality Circles originated in Japan through the work of Dr. Kaoru Ishikawa, who encouraged employee participation in quality improvement using simple problem-solving tools such as the Fishbone (Cause-and-Effect) Diagram.

12. Card 12

    What is ISO 9000 and how does its implementation benefit organizations in the tourism and hospitality industry?

    ISO 9000 is an internationally recognized set of quality management standards that helps organizations consistently provide products and services meeting customer and regulatory requirements. Implementing ISO 9000 helps organizations improve efficiency, reduce waste, increase customer satisfaction, and strengthen their competitive advantage.

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