eko hotels & suites

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


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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


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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


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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


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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


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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


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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


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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


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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


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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


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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


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: [email protected]

W: www.wise-plannerconsulting.com

TQM“Do it right the first time, and all the time.”

eko hotels & suites

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