Ebook Improving food and beverage performance: Part 2
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Ebook Improving food and beverage performance: Part 2
5QualityAims and objectivesrhe main aim of quality management is to identify those elements of a system which, if managed well, can significantly infl Ebook Improving food and beverage performance: Part 2luence the customers’ perception of the quality of service and product that they receive. Understanding the principles involved will enable the development of quality customer care programmes ensuring consistent delivery of sought-after products and services.Quality management aimsTo arrive at a wor Ebook Improving food and beverage performance: Part 2kable (manageable) approach to consistent quality improvement.To develop procedures, processes and practices which consistently match customer expectaEbook Improving food and beverage performance: Part 2
tions.To define standards of performance which conform to customer expectations.Quality management cannot be a whim or fad; it must be a long-term, pl5QualityAims and objectivesrhe main aim of quality management is to identify those elements of a system which, if managed well, can significantly infl Ebook Improving food and beverage performance: Part 2 important of all, customers.As has already been noted in previous chapters, a successful operation is dependent on repeat business.Quality 151Reputation and return custom are dependent on consistent quality. Consistency is dependent on standards and standardization supported by an effective system. Ebook Improving food and beverage performance: Part 2 1 his chapter seeks to identify elements within the operation that contribute to good quality. Ultimately proposals for ‘best practice' will be outliEbook Improving food and beverage performance: Part 2
ned.Quality management objectivesTo develop knowledge and understanding of the determinants of quality.To identify suitable methods and processes of m5QualityAims and objectivesrhe main aim of quality management is to identify those elements of a system which, if managed well, can significantly infl Ebook Improving food and beverage performance: Part 2ate staff to achieve desired levels of performance.To demonstrate the use and value of quality management as a problem solving technique.To show how quality management can influence profitability.What is quality?rhe starting point for quality management is to arrive at a working definition for quali Ebook Improving food and beverage performance: Part 2ty which is valid, relevant, reliable and understood by all concerned in rhe operation, particularly customers.A number of definitions are available tEbook Improving food and beverage performance: Part 2
o US. A simple dictionary definition might refer to ‘A degree or standard of excellence’. This tends to lead to comparison of products and152 Qualityi5QualityAims and objectivesrhe main aim of quality management is to identify those elements of a system which, if managed well, can significantly infl Ebook Improving food and beverage performance: Part 2' pages of the Argos catalogue. Why? Because the watches on those pages are easily accessible and designed for a specific purpose. They will tell the time to a fair degree of accuracy, be hard wearing and frequently water resistant, with the added benefit that if you tire of them, or they break, the Ebook Improving food and beverage performance: Part 2y are cheap enough to throw away and replace, without too much regret or recrimination. Rolex, on the other hand serves an entirely different purpose.Ebook Improving food and beverage performance: Part 2
In many respects it is not a timepiece at all. It is purchased and worn as a fashion accessory, a statement of wealth and position. Most of us would 5QualityAims and objectivesrhe main aim of quality management is to identify those elements of a system which, if managed well, can significantly infl Ebook Improving food and beverage performance: Part 2 Rolex is not suited to the purpose for which most of US would purchase a watch, therefore it is nor good quality.So, if quality has little to do with cost, what are the key issues or reference points? One very pragmatic interpretation might be ‘Customers that do come back for products that don’t’. Ebook Improving food and beverage performance: Part 2Common to this definition and many others is the issue of product performance and reliability, such that quality may best be defined as ‘fitness for pEbook Improving food and beverage performance: Part 2
urpose’. A quality product will fully and effectively meet the need for which it was designed, produced and sold. Quality is, therefore, that level or5QualityAims and objectivesrhe main aim of quality management is to identify those elements of a system which, if managed well, can significantly infl Ebook Improving food and beverage performance: Part 2ritish Standards Institute definition supports this ‘customer responsive’ perspective.Quality - BSI definition'The totality of features and characteristics of the ProductQuality 153Because customer needs and expectations may be unique to each operation it follows that an operation’s particular inter Ebook Improving food and beverage performance: Part 2pretation of quality will be unique.Having arrived at a suitable definition, that definition must be ‘sold’ to all participants in the operation. It mEbook Improving food and beverage performance: Part 2
ust become the watchword of every activity. It will be synonymous with the operation as a whole and may be built into the company ‘mission statement’.5QualityAims and objectivesrhe main aim of quality management is to identify those elements of a system which, if managed well, can significantly infl Ebook Improving food and beverage performance: Part 2racteristics of quality can be broadly divided into two main categories, physical and psychological, rhe physical may be defined as those objective elements which we can see, feel, touch and taste. The psychological include those subjective elements which are subject to more personal perceptions.Qua Ebook Improving food and beverage performance: Part 2lity characteristicsPhysical5QualityAims and objectivesrhe main aim of quality management is to identify those elements of a system which, if managed well, can significantly infl5QualityAims and objectivesrhe main aim of quality management is to identify those elements of a system which, if managed well, can significantly inflGọi ngay
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