“Developing a Quality Plan”

Assignment 4

Tammie Y. Harris

Quality Service Assurance- HTM 150

Professor Darrin Stern

Strayer University Online

August 27, 2011

Developing a Quality Plan

Select one (1) quality guru who will serve as the primary guide and inspiration for your plan and describe three (3) rules or practices of this guru that you want to follow carefully. (Reference: Chapter 2 of the textbook.) I am the new manager at a hospitality enterprise. The name of this hotel is the Suave Suites. This is a plan for instituting quality for customer service in the day-to-day operation. These procedures will help the company’s growth and economic issues. There are many rules to help build up this company. The procedures and guidelines are very important to help build up this company and the quality of the hospitality of each customer. As upon serving as the new manager my concept of rules or practices would: (1) There is a shared commitment to the quality vision through a common goal of continuous improvement, which results in action by all to make the vision come to life and thrive. (2) The organization fundamentally exists to meet the needs/requirements of customers, both internal (paid to create the products and services) customers and external (pay for products and services) customers. (3) Ongoing training of internal customers is essential, and it takes teamwork to create a network of this most important resource of the organization. The first step is to develop a strategy plan. I have chosen the Crosby Complete Management System which consists of fourteen (14) steps the qualities of this system must commit to centering its quality focus on the needs of its customers. The cost of quality is carefully defined and used as management tools, also quality counsels are formed of groups of people who spotlight quality and