DOI link for Quality management
Quality management book
The whole approach to quality in industry in general and in hospitality in particular has gradually become more sophisticated over the years. The most unsophisticated strategy – QI – was largely the way quality was managed up to and including the 1950s. During the 1960s, a number of sectors introduced new technologies and created new systems, along with which QC systems were established. For instance, the adoption of cook-chill led to the development of HACCP (hazard analysis and critical control point). However, as with many service operations, the service worker can directly impact a customer satisfaction so that the control approach in some cases was further modified in order to achieve QA. Finally, the 1990s saw the development of the concept of TQM, and more recently CI.