ABSTRACT
296Quality management is the most researched operations management topic in hospitality (Jones 2007). This chapter begins by examining different definitions of quality and goes on to look how quality can be designed into hospitality operations and organizations. Five basic approaches are reviewed: quality inspection (QI), quality control (QC), quality assurance (QA), total quality management (TQM) and continuous improvement (CI). Operators may also seek external recognition or accreditation of their quality standards. A number of schemes exist and have been adopted in the industry – these are explained and reviewed. Within strategies, specific approaches to measuring quality are adopted – mystery guest, customer surveys and audits – so research in these areas is reviewed.
