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Essay / Research Paper Abstract
This 8 page paper looks at a hotel that has been undertaking quality improvement strategies. The paper suggests strategies that may be used to ensure that continuous improvement takes place. It is suggested that the hotel adopts the use of SERVQUAL and embraces the concept of employee engagement. The bibliography cites 7 sources.
Page Count:
8 pages (~225 words per page)
File: TS65_TEescargot.doc
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Unformatted sample text from the term paper:
a system that may be used to identify and implement further improvements. A continuous improvement process requires a framework which can be utilised in an environment in which it is
valuable. With the exit of the consultants it is now up to hotel to implement permanent strategies. It has already been noted that the concept of total quality management may
have an important role to play in the way that continuous improvement takes place. Therefore, for the long-term success of the hotel a dual approach developing an environment in which
improvements in the service can be implemented and supported by the employees as well as a framework to identify areas of potential improvement and implement the recommended changes. This will
be undertaken from the perspective of total quality management, and utilise the concepts of the employee engagement in order to create a positive culture that embraces change, improvement and high
service standards, and the use of SERVQUAL, a total quality management tool. The hotel has already undergone significant change, and the employees are ready faced that change. However, it may
be noted that the employees are also in a strong position to influence the way in which service is provided. In a service environment and the role of the employees
is of paramount importance, as they are a key element in the provision of the service. In addition to the importance of their attitude in the way services provided, those
employees who are using assistance and indirect contact with the customers are in a good position to identify areas where improvements may be made. In order to increase the support
of employees and gain further goodwill in terms of adding value to the way services provided the model of employee engagement will be utilised.
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