Many companies say that their goal is to provide quality products or services. What actions might you expect from a company that intends quality to be more than a slogan or buzzword? The Case: Quality at the Hotel Company XYZCompany XYZ, the name alone evokes images of luxury and quality. As the first hotel company towin the Malcolm Baldrige National Quality Award, the company treats quality as if it is the heartbeat ofthe company. This means a daily commitment to meeting customer expectations and making sure thateach hotel is free of any deficiency.In the hotel industry, quality can be hard to quantify. Guests do not purchase a product when theystay at the Company XYZ: They buy an experience. Thus, creating the right combination of elements tomake the experience stand out is the challenge and goal of every employee, from maintenance tomanagement.Before applying for the Baldrige Award, company management undertook a rigorous self-examination of its operations to measure and quantify quality. Nineteen processes were studied includingroom service delivery, guest reservation and registration, message delivery, and breakfast service. Thisperiod of self-study included statistical measurement of process workflows and cycle times for areasranging from room service delivery times and reservations to valet parking and housekeeping efficiency.The results were used to develop performance benchmarks against which future activity could bemeasured.With specific, quantifiable targets in place, Company XYZ managers and employees now focus oncontinuous improvement. The goal is 100% customer satisfaction: If a guest's experience does not meetexpectations, Company XYZ risks losing that guest to competition.One way the company has put more meaning behind its quality efforts is to organize its employeesinto "self-directed" work teams. Employee teams determine work schedules, what work needs to bedone, and what to do about quality problems in their own areas. In order that they can see the relationshipof their specific area to the overall goals, employees are also given the opportunity to take additionaltraining in hotel operations. Company XYZ believes that a more educated and informed employee is in abetter position to make decisions in the best interest of the organization

As per the case, the company XYZ is the hotel company that focuses on quality services and win the…

Answered: Many companies say that their goal is…

Many companies say that their goal is to provide quality products or services. What actions might you expect from a company that intends quality to be more than a slogan or buzzword?

Practical Management Science

6th Edition

ISBN:9781337406659

Author:WINSTON, Wayne L.

Publisher:WINSTON, Wayne L.

Chapter2: Introduction To Spreadsheet Modeling

Section: Chapter Questions

Problem 20P: Julie James is opening a lemonade stand. She believes the fixed cost per week of running the stand...

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