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A
WISE PLANNER WORKSHOP
GUIDE TO THE PRACTICE OF TQM IN
HOSPITALITY INDUSTRY
ADAPTED FOR EKO HOTELS AND SUITES
LINE MANAGERS
The principles of TOTAL QUALITY
MANAGEMENT (TQM) emphasis that quality
must be defined and handled from the
perspective of the recipient, and that
mistakes that result in product/service failure
can be prevented. It is also imperative for
every member of the organization’s team
(whether it is profit-making or not-for-profit)
to be involved in creating and delivering
quality to all the stakeholders.
The quality journey deals with questions such
as:
1)What are the needs and expectations
of the product/service recipient?
2)How should the team be organized
to deliver beyond the recipient’s
expectations?
3)What are the possible occurrences
that would cause product/service
failure?
4)What must be done to prevent
failure?
5)How can the process be sustained to
continually improve the quality of
product/service delivered?
This TQM training therefore, aims to develop
quality consciousness throughout the
Organization, in the interface with
stakeholders, the staff of EKO HOTELS &
SUITES would appreciate the key role that
the quality quest can play and go a long way
to enhance the objectives of the
Organization. TQM is total, it involves every
person, every job and every process.
C O U R S EO V E R V I EW
W I S E P L A N N E R C O N S U L T I N G
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At the end of this workshop, the participants should be well grounded in the knowledge/
skills of TQM and how to apply such within and outside of EKO HOTELS & SUITES . This
will cover:
• The key ingredients of the quality improvement strategy of TQM;
How EKO HOTELS & SUITES can delight its stakeholders and optimize long-term
effectiveness by adopting a customer-focused TQM process;
How costs that result from poor quality can be reduced significantly by shaping,
through TQM, a new management system and corporate culture; and
What the Management and Staff of EKO HOTELS & SUITES must know and do to
accomplish the implied radical, but beneficial changes.
T R A I N I N GO B J E C T I VE S
W I S E P L A N N E R C O N S U L T I N G
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This is a eight-part course with focus on grounding participants in the principles of TQM
and consequently facilitate their knowledge of the practical adaptation of these principles
to everyday challenges of their specific work environment.
1. THE QUALITY IMPERATIVE AND EVOLUTION OF TQM
2. THE CENTRAL PRINCIPLES OF TQM
3. MEASURING, IMPROVING ANDMANAGING QUALITY
4. THE JAPANESE 5-S PRACTICE OF TQM
5. BENCHMARKING STRATEGIES IN TQM
6. BUSINESS PROCESS IMPROVEMENT AND THE TQM FRAMEWORK
7. TEAMWORKING
8. COMMON IMPLEMENTATION PROBLEMSWITH TQM
W O R K S HO PC O N T E N T
W I S E P L A N N E R C O N S U L T I N G
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T H E Q U A L I T Y I M P E R A T I V E A N D E V O L U T I O N O F
T Q M
This is a synopsis of the development, philosophy and benefits of TQM. It is essential that
participants have the understanding of the basic fabric of TQM as a distinct management
tool/technique.
WHY QUALITY IS IMPORTANT
WHAT IS THE COST OF QUALITY?
WHAT IS TQM?
HOWDID TQM EVOLVE?
THE TQM PHILOSOPHY
THE KEY ELEMENTS OF TQM
THE BENEFITS OF TQM
F I R S TC O U R S E
W I S E P L A N N E R C O N S U L T I N G
4
T H E C E N T R A L P R I N I C P L E S O F T Q M
This exposition deals with the principles and tenets of TQM. It also discuss the
implications of these principles for and their application by the participants.
WHAT ARE THEY?
WHAT DO THESE IMPLY FOR PARTICIPANTS AND EKO HOTELS & SUITES?
HOWCAN THEY BE APPLIED?
S E C O N DC O U R S E
W I S E P L A N N E R C O N S U L T I N G
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M E A S U R I N G , I M P R O V I N G A N D M A N A G I N G
Q U A L I T Y
Evidently, quality is the core message of TQM. Quality is the end of a production/service
process. Consequently, whatever goes wrong with quality is inherent in the process.
Hence, it is imperative to gain a firm control of the process and knows how to improve it.
This course helps the participants to achieve this.
WHAT ARE THE KEY ISSUES AT EKO HOTELS & SUITES?
THE PROCESS VIEW AND GAINING CONTROL OF THE PROCESS
QUALITY IMPROVEMENT CYCLE
PROCESS IMPROVEMENT TEAMS
THE BRAINSTORMING TOOL
THE FISHBONE ANALYSIS
T H I R DC O U R S E
W I S E P L A N N E R C O N S U L T I N G
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T H E J A P A N E S E 5 - S P R A C T I C E O F T Q M
An integrated approach to implementing TQM is the globally recognised Japanese 5-S
Practical framework. Today, most Japanese firms and many high quality western firms as
well have utilized 5-S practice as a quality management tool. The participants will be
exposed to this effective technique.
WHY 5-S?
SEIRI – ORGANIZATION (STRUCTURISE)
SEITON – NEATNESS (SYSTEMISE)
SEISO – CLEANING(SANITISE)
SEIKETSU – STANDARDIZATION (STANDARDISE)
SHITSUKE – DISCIPLINE (SELF-DISCIPLINE)
APPLICATION OF 5-S BY PARTICIPANTS AND IMPLICATIONS
F O U R T HC O U R S E
W I S E P L A N N E R C O N S U L T I N G
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B E N C H M A R K I N G S T R A T E G I E S I N T Q M
Benchmarking is the process of comparing the cost, cycle time, productivity, or quality of
a specific process or method to another that is widely considered to be an industry
standard or best practice. Benchmarking is an important strategic tool of total quality
management (TQM). Benchmarking enhances transparency and performance.
BENCHMARKING DEFINED
BENEFICIARY PROFILING
RATIONALE FOR BENCHMARKING
HOW TO BENCHMARK
THE SERVICE STRATEGY
PROBLEMSWITH BENCHMARKING
F I F T HC O U R S E
W I S E P L A N N E R C O N S U L T I N G
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B U S I N E S S P R O C E S S I M P R O V E M E N T A N D T H E T Q M
F R A M E W O R K
Business process improvement (BPI) is a systematic approach to help an organization
optimize its underlying processes to achieve more efficient results. As a parallel
management technique, top class firms incorporate BPI into their TQM deployment.
WHAT IS BPI?
THE KEY PRINCIPLES OF BPI
INTEGRATING BPI AND TQM
S I X T HC O U R S E
W I S E P L A N N E R C O N S U L T I N G
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T E A M W O R K I N G
Essentially, TQM in practice is a team game. It is important for managers deploying this
management approach to have a good understanding of the nature and the building of a
winning team for this pursuit. This course is designed to facilitate this understanding for
the participants.
WHAT MAKES A TEAM?
TYPOLOGIES IN TEAMS
THE ATTRIBUTES OF CATALYSTS IN TEAMS
CHARACTERISTICS OF WINNING TEAMS
BENEFITS OF TEAM-WORKING
S E V E N T HC O U R S E
W I S E P L A N N E R C O N S U L T I N G
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C O M M O N I M P L E M E N T A T I O N P R O B L E M S W I T H
T Q M
This course discussed the common challenges encountered in the implementation
process of TQM. Participants will be enlightened as to how to deal with these problems to
facilitate a robust adaptation of TQM for their departments and organisation.
ORGANIZATIONAL INSTABILITY
LACK OF MANAGEMENT COMMITMENT
POOR STAFF ATTITUDE
NEGATIVE CORPORATE CULTURE
FAULTY PROGRAMME DESIGN
FAULTY INSTALLATION PROCESS
BLIND OPTIMISM AND FAULTY REPLICATION
E I G H T HC O U R S E
W I S E P L A N N E R C O N S U L T I N G
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A B O U TU S
WISE PLANNER is regional leader organization in providing end to end Management Consulting
services that form the basic building blocks required for implementing the effective management
practices. At Wise Planner, we work closely with our valued customers to increase their readiness level
to implement sound management practices and systems. Our intervention includes training, strategy
development, tools implementation, assessment, and other services.
A F E W O F T H E F I R M S
W E H A V E
S E R V E D
W I S E P L A N N E R C O N S U L T I N G
Our resolution is to help organizations transform into a more result driven, customer focused and top performingenterprises with winning culture.
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We thank you for giving us the opportunity to present this proposal.
We look forward to your invitation for the advancement of this
programme.
Best Regards,S a m O M O L E
Principal ConsultantW I S E P L A N N E R C O N S U L T I N G43, AfriBank Street,
Victoria Island,Lagos, Nigeria.
M: +234 (0)70 406 03344E: info@wiseplannerconsulting.com
W: www.wise-plannerconsulting.com
TQM“Do it right the first time, and all the time.”
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