Quality Management Quality management is multifaceted and goes beyond the concept of customer service to include additional factors such as employee satisfaction and involvement A single random interaction with a hotel employee can make the difference between satisfied customer, an impressed customer or a customer who goes online and writes a bad review about his hotel experience. By concentrating on employee satisfaction as well as customer service, a hotel can increase the likelihood that all its employees will provide excellent customer service as well. Flexibility Flexibility is a key factor in quality management as well as being a critical success factor for the hotel industry. Customers can have completely different expectations of a hotel, so managers need to be given the authority to make decisions to accommodate them when possible. A manager hampered by an inflexible set of policies may be unable to fix a customer problem and earn that customer's loyalty and good word outh in the future. A manager with the authority to make exceptions when appropriate is in a much better position to turn a situation around and earn a good reputation for customer service and high quality. Internal & External Factors That Affect an Organization Every organization has its own culture. Almost everything that affects an organization's ability to compete and respond successfully to changes in the external environment - ultimately, the organization's success or failure is an aspect of that culture. The internal factors determine how the organization moves forward, both as a self-contained organizational entity and in response to its external environment. Internal Factors: Mission Why does an organization exist? What is its purpose? Answering these fundamental questions describes an organization's mission. A successful organization has a clear sense of its ultimate purpose and knows how it intends to fulfill that purpose. Steve Jobs' original mission statement for Apple is a great example th describes in a few words both the company's ultimate goal, "To make a contribution o the world," and how it intends to reach that goal, "by making tools for the mind hat advance humankind."