Quality Management Systems
Expert-defined terms from the Advanced Certification in Quality Assurance in Hospitality Businesses course at London School of Business and Administration. Free to read, free to share, paired with a globally recognised certification pathway.
Quality Management Systems (QMS) #
Quality Management Systems (QMS)
Quality Management Systems (QMS) refer to a set of policies, processes, and proc… #
QMS focuses on continuous improvement, customer satisfaction, and compliance with regulations. In the hospitality industry, QMS is crucial for maintaining high standards of service delivery and guest satisfaction.
ISO 9001 #
ISO 9001
ISO 9001 is an international standard that sets out the criteria for a quality m… #
It is based on a number of quality management principles including a strong customer focus, the involvement of top management, a process approach, and continual improvement. Hospitality businesses can achieve ISO 9001 certification by demonstrating compliance with these principles.
Quality Assurance #
Quality Assurance
Quality Assurance (QA) is the process of ensuring that products and services mee… #
QA involves establishing quality metrics, conducting inspections and audits, and implementing corrective actions to prevent defects. In the hospitality industry, QA is essential for delivering consistent and high-quality guest experiences.
Continuous Improvement #
Continuous Improvement
Continuous Improvement is an ongoing effort to enhance products, services, and p… #
It involves identifying areas for improvement, implementing changes, and monitoring the results to achieve better outcomes. In hospitality businesses, continuous improvement is key to increasing efficiency, reducing costs, and enhancing guest satisfaction.
Customer Satisfaction #
Customer Satisfaction
Customer Satisfaction is the measure of how well products and services meet or e… #
Satisfied customers are more likely to return and recommend the business to others. Hospitality businesses rely on customer satisfaction to build loyalty, increase revenue, and maintain a positive reputation.
Key Performance Indicators (KPIs) #
Key Performance Indicators (KPIs)
Key Performance Indicators (KPIs) are measurable values that demonstrate how eff… #
KPIs help hospitality businesses track performance, identify trends, and make informed decisions. Common KPIs in the hospitality industry include occupancy rates, average daily rate, and guest satisfaction scores.
Root Cause Analysis #
Root Cause Analysis
Root Cause Analysis is a methodical process for identifying the underlying cause… #
By addressing the root cause, hospitality businesses can prevent recurring issues and improve overall performance. Root Cause Analysis typically involves asking "why" multiple times to uncover the true source of a problem.
Failure Mode and Effects Analysis (FMEA) #
Failure Mode and Effects Analysis (FMEA)
Failure Mode and Effects Analysis (FMEA) is a systematic approach to identifying… #
FMEA helps hospitality businesses anticipate risks, prioritize actions, and mitigate the impact of failures. By proactively addressing failure modes, businesses can enhance quality and reliability.
Corrective Action #
Corrective Action
Corrective Action is a set of actions taken to eliminate the root cause of a non #
conformance or other undesirable situation. Corrective actions are essential for preventing the recurrence of problems and improving overall performance. In the hospitality industry, timely and effective corrective actions are critical for maintaining quality standards.
Preventive Action #
Preventive Action
Preventive Action is a proactive approach to identifying and eliminating potenti… #
Preventive actions help hospitality businesses avoid problems, reduce risks, and enhance overall performance. By implementing preventive actions, businesses can improve efficiency and prevent costly errors.
Quality Control #
Quality Control
Quality Control is the process of inspecting products, services, or processes to… #
Quality control involves testing, measuring, and evaluating outputs to identify defects and prevent their occurrence. In the hospitality industry, quality control is essential for maintaining consistency and meeting customer expectations.
Benchmarking #
Benchmarking
Benchmarking is the process of comparing performance metrics with industry best… #
Benchmarking helps hospitality businesses set goals, prioritize initiatives, and drive continuous improvement. By learning from top performers, businesses can enhance their own practices and achieve superior results.
Internal Audit #
Internal Audit
Internal Audit is an independent evaluation of a company's processes, systems, a… #
Internal audits help hospitality businesses identify strengths, weaknesses, and opportunities for improvement. By conducting regular audits, businesses can enhance transparency, accountability, and performance.
Supplier Quality Management #
Supplier Quality Management
Supplier Quality Management is the process of evaluating, selecting, and monitor… #
Effective supplier quality management is essential for hospitality businesses to source reliable products and services. By working closely with suppliers, businesses can improve quality, reduce costs, and mitigate risks.
Risk Management #
Risk Management
Risk Management is the process of identifying, assessing, and mitigating risks t… #
Risk management helps hospitality businesses anticipate threats, prioritize actions, and protect against potential losses. By implementing risk management strategies, businesses can enhance resilience and ensure long-term success.
Cost of Quality #
Cost of Quality
Cost of Quality is the total cost incurred to ensure product and service quality… #
It includes the costs of prevention, appraisal, internal failures, and external failures. Hospitality businesses strive to minimize the cost of quality by investing in preventive measures, improving processes, and reducing defects.
Lean Management #
Lean Management
Lean Management is a methodology focused on eliminating waste and maximizing val… #
Lean principles include identifying value streams, optimizing processes, and empowering employees to drive continuous improvement. In the hospitality industry, lean management techniques can improve efficiency, reduce costs, and enhance overall performance.
Six Sigma #
Six Sigma
Six Sigma is a data #
driven methodology for improving processes by reducing defects and variations. Six Sigma aims to achieve near-perfect quality by focusing on customer requirements and statistical analysis. Hospitality businesses can apply Six Sigma tools and techniques to enhance quality, increase productivity, and drive sustainable results.
Total Quality Management (TQM) #
Total Quality Management (TQM)
Total Quality Management (TQM) is a holistic approach to quality that involves a… #
TQM emphasizes customer focus, process optimization, and employee involvement to achieve organizational excellence. In the hospitality industry, TQM principles can lead to higher guest satisfaction, improved performance, and competitive advantage.
Plan #
Do-Check-Act (PDCA) Cycle
The Plan #
Do-Check-Act (PDCA) Cycle is a four-step management method for continuous improvement. It involves planning a change, implementing it, checking the results, and acting on lessons learned. Hospitality businesses can use the PDCA cycle to drive quality improvements, optimize processes, and achieve better outcomes over time.
Voice of the Customer (VOC) #
Voice of the Customer (VOC)
Voice of the Customer (VOC) is the feedback and preferences expressed by custome… #
Hospitality businesses use VOC data to understand customer needs, expectations, and satisfaction levels. By listening to the voice of the customer, businesses can tailor their offerings, improve service delivery, and build stronger relationships.
Just #
In-Time (JIT)
Just #
In-Time (JIT) is an inventory management strategy that aims to minimize waste and reduce costs by delivering products and services exactly when needed. JIT helps hospitality businesses optimize resources, improve efficiency, and respond quickly to customer demands. By implementing JIT practices, businesses can streamline operations and enhance competitiveness.
Key Result Areas (KRAs) #
Key Result Areas (KRAs)
Key Result Areas (KRAs) are specific areas of responsibility that individuals or… #
KRAs help hospitality businesses set clear expectations, measure performance, and drive results. By defining and monitoring KRAs, businesses can align efforts with strategic goals, improve productivity, and foster a culture of accountability.
Service Level Agreement (SLA) #
Service Level Agreement (SLA)
A Service Level Agreement (SLA) is a contract between a service provider and a c… #
SLAs typically include performance metrics, responsibilities, and penalties for non-compliance. In the hospitality industry, SLAs help manage expectations, ensure service quality, and build trust with customers.
Failure to Deliver (FTD) #
Failure to Deliver (FTD)
Failure to Deliver (FTD) refers to the inability of a hospitality business to me… #
FTD can result in negative reviews, lost revenue, and damage to the business reputation. To avoid FTD, businesses must prioritize quality, customer service, and continuous improvement efforts.
Service Recovery #
Service Recovery
Service Recovery is the process of addressing customer complaints, resolving iss… #
Effective service recovery can turn a negative experience into a positive one, leading to increased loyalty and advocacy. Hospitality businesses must have robust service recovery processes in place to retain customers and protect their brand reputation.
Key Performance Areas (KPAs) #
Key Performance Areas (KPAs)
Key Performance Areas (KPAs) are critical areas of focus that drive organization… #
KPAs help hospitality businesses prioritize resources, measure progress, and achieve strategic objectives. By aligning activities with KPAs, businesses can improve efficiency, effectiveness, and overall performance.
Zero Defects #
Zero Defects
Zero Defects is a quality management philosophy that aims to eliminate errors an… #
Zero Defects requires a commitment to excellence, continuous improvement, and a culture of quality throughout the organization. Hospitality businesses strive for Zero Defects to deliver exceptional guest experiences and build a strong reputation.
Customer Relationship Management (CRM) #
Customer Relationship Management (CRM)
Customer Relationship Management (CRM) is a strategy for managing interactions w… #
CRM systems help hospitality businesses track customer preferences, behaviors, and feedback to deliver personalized experiences. By implementing CRM practices, businesses can strengthen relationships, increase repeat business, and attract new customers.
Service Excellence #
Service Excellence
Service Excellence is the consistent delivery of exceptional service that exceed… #
Service excellence requires a customer-centric approach, well-trained staff, and a commitment to continuous improvement. In the hospitality industry, service excellence is essential for attracting and retaining guests, driving revenue, and building a strong brand reputation.
Operational Efficiency #
Operational Efficiency
Operational Efficiency is the ability to deliver products and services in a cost #
effective manner while maintaining quality standards. Operational efficiency involves optimizing processes, reducing waste, and maximizing resources. Hospitality businesses strive for operational efficiency to increase profitability, improve competitiveness, and enhance customer satisfaction.
Employee Empowerment #
Employee Empowerment
Employee Empowerment is the practice of giving employees the authority, autonomy… #
Empowered employees are more engaged, motivated, and committed to delivering exceptional service. In the hospitality industry, employee empowerment can lead to higher job satisfaction, improved performance, and better guest experiences.
Continuous Training and Development #
Continuous Training and Development
Continuous Training and Development is an ongoing process of enhancing employee… #
Training and development programs help hospitality businesses improve service quality, increase productivity, and foster employee growth. By investing in continuous training and development, businesses can build a skilled workforce, reduce turnover, and stay competitive.
Service Recovery Paradox #
Service Recovery Paradox
The Service Recovery Paradox refers to the phenomenon where customers who experi… #
This paradox highlights the importance of addressing customer issues promptly and effectively to build trust and loyalty. Hospitality businesses can leverage the service recovery paradox to create positive outcomes from negative situations.
Quality Function Deployment (QFD) #
Quality Function Deployment (QFD)
Quality Function Deployment (QFD) is a structured approach to translating custom… #
QFD helps hospitality businesses align their offerings with customer needs, preferences, and expectations. By using QFD, businesses can improve product design, service delivery, and overall customer satisfaction.
Service Blueprint #
Service Blueprint
A Service Blueprint is a visual representation of the service delivery process,… #
Service blueprints help hospitality businesses analyze service processes, identify pain points, and optimize the customer experience. By mapping out service blueprints, businesses can streamline operations, improve efficiency, and deliver consistent service quality.
Service Gap Model #
Service Gap Model
The Service Gap Model is a framework that identifies the gaps between customer e… #
The model consists of four gaps: the knowledge gap, the policy gap, the delivery gap, and the communication gap. By addressing these gaps, hospitality businesses can improve service quality, enhance customer satisfaction, and drive loyalty.
Service Profit Chain #
Service Profit Chain
The Service Profit Chain is a theory that links employee satisfaction, customer… #
According to the Service Profit Chain, satisfied employees lead to satisfied customers, who in turn drive business success. Hospitality businesses can leverage the Service Profit Chain to create a positive work environment, deliver exceptional service, and achieve sustainable growth.
Sustainability Management #
Sustainability Management
Sustainability Management is the practice of integrating social, environmental,… #
Sustainability management helps hospitality businesses minimize their environmental footprint, support local communities, and create long-term value. By adopting sustainable practices, businesses can enhance their reputation, attract environmentally conscious guests, and contribute to a more sustainable future.
Food Safety Management System (FSMS) #
Food Safety Management System (FSMS)
A Food Safety Management System (FSMS) is a set of policies, procedures, and con… #
FSMS helps hospitality businesses prevent foodborne illnesses, comply with regulations, and protect their brand reputation. By implementing an FSMS, businesses can maintain high food safety standards and build trust with customers.
Hazard Analysis and Critical Control Points (HACCP) #
Hazard Analysis and Critical Control Points (HACCP)
Hazard Analysis and Critical Control Points (HACCP) is a systematic approach to… #
HACCP principles help hospitality businesses prevent food contamination, reduce risks, and ensure compliance with food safety regulations. By following HACCP guidelines, businesses can maintain safe food handling practices and protect their customers.
Occupational Health and Safety Management System (OHSMS) #
Occupational Health and Safety Management System (OHSMS)
An Occupational Health and Safety Management System (OHSMS) is a framework for m… #
OHSMS helps hospitality businesses create a safe work environment, prevent accidents, and comply with occupational health and safety regulations. By implementing an OHSMS, businesses can protect employees, reduce liabilities, and promote a culture of safety.
Service Recovery Strategies #
Service Recovery Strategies
Service Recovery Strategies are proactive approaches to addressing customer comp… #
Service recovery strategies help hospitality businesses anticipate service failures, respond effectively, and retain customer loyalty. By having service recovery strategies in place, businesses can turn negative experiences into positive outcomes and build stronger customer relationships.
Performance Measurement and Management #
Performance Measurement and Management
Performance Measurement and Management is the process of tracking, analyzing, an… #
Performance metrics help hospitality businesses monitor progress, identify opportunities, and make data-driven decisions. By implementing performance measurement and management systems, businesses can optimize operations, enhance service quality, and achieve strategic objectives.
Customer Feedback Management #
Customer Feedback Management
Customer Feedback Management is the process of collecting, analyzing, and acting… #
Feedback management helps hospitality businesses understand customer preferences, address concerns, and improve service delivery. By capturing and leveraging customer feedback, businesses can enhance customer satisfaction, drive loyalty, and differentiate themselves from competitors.
Service Differentiation #
Service Differentiation
Service Differentiation is the strategic positioning of a business based on uniq… #
Service differentiation helps hospitality businesses attract customers, increase market share, and build a strong brand identity. By focusing on service excellence, personalization, and innovation, businesses can create a compelling value proposition for guests.
Service Recovery Culture #
Service Recovery Culture
A Service Recovery Culture is a work environment where employees are empowered a… #
A service recovery culture fosters a customer-centric mindset, accountability, and continuous improvement. Hospitality businesses with a strong service recovery culture can turn service failures into opportunities to delight customers and build loyalty.
Service Quality Standards #
Service Quality Standards
Service Quality Standards are benchmarks or criteria that define the level of se… #
Service quality standards help hospitality businesses deliver consistent and exceptional service experiences. By establishing and adhering to service quality standards, businesses can meet customer expectations, build trust, and differentiate themselves in the market.
Service Innovation #
Service Innovation
Service Innovation is the development and implementation of new or improved serv… #
Service innovation helps hospitality businesses stay competitive, attract new customers, and drive revenue growth. By fostering a culture of creativity and experimentation, businesses can introduce innovative services that set them apart from competitors.
Service Recovery Metrics #
Service Recovery Metrics
Service Recovery Metrics are performance indicators used to measure the effectiv… #
Service recovery metrics help hospitality businesses track customer complaints, response times, resolution rates, and customer satisfaction levels. By analyzing service recovery metrics, businesses can identify trends, improve processes, and enhance the overall service recovery experience.
Service Excellence Training #
Service Excellence Training
Service Excellence Training is a structured program designed to equip employees… #
Service excellence training helps hospitality businesses create a service-oriented culture, build employee confidence, and improve customer interactions. By investing in service excellence training, businesses can enhance service quality, increase guest satisfaction, and drive business success.
Service Recovery Best Practices #
Service Recovery Best Practices
Service Recovery Best Practices are proven strategies and tactics for effectivel… #
Service recovery best practices help hospitality businesses navigate challenging situations, retain customers, and protect their reputation. By adopting service recovery best practices, businesses can turn service failures into opportunities to strengthen customer relationships and drive loyalty.
Service Recovery Technology #
Service Recovery Technology
Service Recovery Technology refers to tools, systems, and platforms used to faci… #
Service recovery technology helps hospitality businesses streamline communication, track issues, and resolve customer concerns in a timely manner. By leveraging service recovery technology, businesses can enhance efficiency, improve customer service, and deliver exceptional guest experiences.
Service Excellence Awards #
Service Excellence Awards
Service Excellence Awards are accolades or recognitions given to hospitality bus… #
Service excellence awards help businesses differentiate themselves, attract customers, and enhance their reputation. By winning service excellence awards, businesses can showcase their dedication to service excellence and gain a competitive edge in the market.
Service Recovery Training #
Service Recovery Training
Service Recovery Training is a structured program designed to equip employees wi… #
Service recovery training helps hospitality businesses empower employees, improve communication, and build customer trust. By investing in service recovery training, businesses can enhance their service recovery capabilities, drive customer loyalty, and protect their brand reputation.
Service Recovery Policy #
Service Recovery Policy
A Service Recovery Policy is a set of guidelines and procedures that outline how… #
A service recovery policy helps businesses establish consistency, accountability, and transparency in their service recovery efforts. By having a clear and well-defined service recovery policy, businesses can effectively address customer issues, resolve conflicts, and restore customer confidence.
Service Quality Improvement #
Service Quality Improvement
Service Quality Improvement is the process of enhancing service delivery process… #
Service quality improvement helps hospitality businesses optimize service performance, increase customer satisfaction, and drive business growth. By focusing on service quality improvement, businesses can identify areas for enhancement, implement changes, and measure the impact on service outcomes.
Service Recovery Plan #
Service Recovery Plan
A Service Recovery Plan is a strategic document that outlines how hospitality bu… #
A Service Recovery Plan is a strategic document that outlines how hospitality businesses will respond to and recover from