APPLYING THE CONCEPT OF 6 SIGMA IN THE HOSPITALITY INDUSTRY

2021 ◽  
Vol 1 (2) ◽  
pp. 118-123
Author(s):  
G. JARROUJ ◽  
◽  
S. HASAN ◽  
Keyword(s):  
Quality Of Service ◽  
Competitive Advantage ◽  
Customer Service ◽  
Six Sigma ◽  
Hospitality Industry ◽  
Business Processes ◽  
Operational Efficiency ◽  
High Quality ◽  
Service Efficiency

Lean and Six Sigma are the two most important methods in assessing the quality of business processes in many industries, helping organizations achieve higher efficiency and improved operational efficiency. Both methods are vital to the hospitality industry, giving hotels a competitive advantage by improving customer service efficiency, leaving guests with a good experience, and providing a high quality of service. By combining these two methodologies, it is possible to anticipate and meet the specific expectations and needs of guests.

Tingkat Kepuasan Nasabah Pada Bank Syariah Mandiri Cabang Bogor

2019 ◽  
Vol 4 (2) ◽  
pp. 34
Author(s):  
Priyo Wismantoro ◽  
Fika Dwiyanti
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Competitive Advantage ◽  
Customer Service ◽  
General Level ◽  
Customer Focus ◽  
Quality Improvements ◽  
Level Of Satisfaction

Business banking is a service business based on principles of trust and t5he customer is a major asset. Under conditions of business competition among banks strict bank that has resulted in only a competitive advantage (compatative advantage as well as a competitive advantage) who can reach the highest position in the eyes of cusmers or the public. Competitive advantage can be obtained from the quality of customer servicr, so the focus on customers (customer focus), responsive to the development of customer desires and continuously innovate is an acitivity that can be done to anticipate the cimpetitive conditions. In this case, the bank should always evaluate the quality of service given to customers and is reflected in the level of customer satisfaction obtained. Rate the quality of service branch of bank syariah mandiri bogor whole is still under service, because it still was below expectations, this is evident also that the general level of service is still not meeting customer expectations, because the level of hope (expectation0 the customer is generally higher than the level of performance (perfromance) or perception(perception)customer.        Empathy dimension of service quality dimensions are most critical or have any impact on the most powerful influence on the level of satisfaction. In this case, the willingness og bank syariah mandiri branch bogor provide individual attention in serving its clients is crucial. Empathy dimension attributes inclide individual attention, operational time , personal attention, giving interests, and understand the needs. These attributes is the main priority of service quality improvements are intensive and comprehensive.           Customer service strategy to be implemented by the management of bank syariah mandiri in perspective five dimensioris of service quality(tangibles, realiability,responsiveness, assurance and empathy) looks not optimal. In an effort to provide the best service (service excellence) and focus to the customer(customer focus), then the customer satisfaction can be obatained with significantly improved and the improvement of quality of serivice aspects and impticalions of the strategy need to be consldered

High-Quality Business Processes Based on Multi-Dimensional QoS

2012 ◽  
pp. 152-171 ◽  
Author(s):  
Qianhui Liang ◽  
Michael Parkin
Keyword(s):  
Quality Of Service ◽  
Business Process ◽  
Business Processes ◽  
Heuristic Algorithms ◽  
Optimal Choice ◽  
Optimal Configuration ◽  
Functional Requirements ◽  
Services Research ◽  
High Quality

An important area of services research gathering momentum is the ability to take a generic business process and instantiate it by selecting services that meet both the functional and non-functional requirements of the process owner. These non-functional or quality-of-service (QoS) requirements may describe essential performance and dependability requirements and apply across different logical layers of the application, from business-related details to system infrastructure; i.e., they are cross-cutting and considered multidimensional. Configuring an abstract business process with the “best” services to meet the process owner’s multidimensional end-to-end QoS requirements is a challenging task as there may be many services that match to the functional requirements but provide differentiated QoS characteristics. In this chapter we explore an approach to discover services, differentiated by their QoS attributes, to configure an abstract business process by selecting an optimal configuration of the “best” QoS combinations. The approach considered takes into account the optimal choice of multi-dimensional QoS variables. We present and compare two solutions based on heuristic algorithms to illustrate how this approach would work practically.

IoT for Hospitality Industry

2020 ◽  
pp. 1388-1408
Author(s):  
Asim Sinan Yuksel ◽  
Ibrahim Arda Cankaya ◽  
Sadi Fuat Cankaya
Keyword(s):  
Decision Making ◽  
Quality Of Service ◽  
Service Quality ◽  
Customer Service ◽  
Hospitality Industry ◽  
New Technologies ◽  
Cost Effective ◽  
Environmental Benefits ◽  
Decision Making Processes

Creating and updating meal tags, printing them on small-sized papers raise the costs, cause workload and affect the service quality negatively at the hotels with all-you-can-eat buffet system. Over the last few years, we have seen that many hotels started to make use of tablets to improve the service quality, decrease the costs, provide customers ability to order foods, make reservations, manage their rooms, etc. Going paperless and including more features by adopting new technologies increase the quality of service, help customer's and staff's decision-making processes more effective, improve customer and service personnel experience. In this chapter, authors designed and developed a flexible, cost effective, easy-to-use, customer-friendly and staff oriented paperless buffet management system for the restaurants that have all-you-can-eat buffet. Through this system, they aimed to achieve enhanced customer service, increased efficiency and customer satisfaction; save time, paper and printing costs; provide environmental benefits and efficient buffet management.

The Application of Six Sigma in the Hospitality Industry

2015 ◽  
pp. 73-113
Author(s):  
Peter Alatsas ◽  
Ekaterina Vlad
Keyword(s):  
Decision Making ◽  
Customer Satisfaction ◽  
Performance Improvement ◽  
Customer Service ◽  
Six Sigma ◽  
Business Performance ◽  
Hospitality Industry ◽  
Project Work ◽  
Hotel Sector

This chapter reviews various methods or tools used in modern organizations to improve customer satisfaction and productivity against the relevant body of literature and the popular business performance improvement methodology called Six Sigma. Starwood Hotels and Resorts was the first company in the hotel sector to adopt this system organization-wide in January 2001. Six Sigma is a highly structured performance improvement methodology that is predominately based on project work. This study reveals how Six Sigma can assist managers to improve performance in three main areas: improve customer service, product quality, and the quality of decision making from improving organization-wide processes.

Service Quality in Banking with Special Reference to ICICI Bank Ltd., Tiruchirappalli District

2007 ◽  
Vol 3 (2) ◽  
pp. 18-26 ◽  
Author(s):  
R. Amudha ◽  
C. Vijaya Banu
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Service Delivery ◽  
Competitive Advantage ◽  
Customer Service ◽  
Service Industries ◽  
Wide Range ◽  
The World

As per the Economic association of Indonesia and India, India has been one of the fastest growing economies in the world since the early 90s and India is fourth largest economy of the world after US in terms of purchasing power parity. This is because of the important role played by the financial sector comprising a large number of well managed banking services both in public and private sectors. India's second largest bank is the ICICI Bank offering a wide range of financial services to its customers through its delivery channels. To attain this sustainable competitive advantage, service industries face a unique challenge of meeting the needs of the customers regularly and continuously. Though mechanized form of activity has its own impact on service delivery performance, many service industries still remain to be manual because there exits no equivalent substitute for personal interaction between the employees of service industry and customers. The optimum mix of technology and people in the service delivery process decides the competitive advantage of an organization. Customer satisfaction is taken as a yardstick for measuring the quality of service and providing excellent customer service decides the effectiveness of service delivery process. Only through excellent customer service, an organization can consistently exceed customer expectations. In order to achieve customer satisfaction, every service organization must understand and improve service delivery process and implement valid and reliable service performance measures to measure the same. To assess the degree of customer satisfaction, a SERVQUAL instrument is administered to study the quality of service and the gaps were identified in the services offered by ICICI Bank, Tiruchirapalli District in all five dimensions of service quality, the overall weighted SERVQUAL score being −1.92. The ICICI Bank Ltd. has to take steps to close the gaps by establishing a service quality information system.

IoT for Hospitality Industry

2017 ◽  
pp. 269-288
Author(s):  
Asim Sinan Yuksel ◽  
Ibrahim Arda Cankaya ◽  
Sadi Fuat Cankaya
Keyword(s):  
Decision Making ◽  
Quality Of Service ◽  
Service Quality ◽  
Customer Service ◽  
Hospitality Industry ◽  
New Technologies ◽  
Cost Effective ◽  
Environmental Benefits ◽  
Decision Making Processes

Creating and updating meal tags, printing them on small-sized papers raise the costs, cause workload and affect the service quality negatively at the hotels with all-you-can-eat buffet system. Over the last few years, we have seen that many hotels started to make use of tablets to improve the service quality, decrease the costs, provide customers ability to order foods, make reservations, manage their rooms, etc. Going paperless and including more features by adopting new technologies increase the quality of service, help customer's and staff's decision-making processes more effective, improve customer and service personnel experience. In this chapter, authors designed and developed a flexible, cost effective, easy-to-use, customer-friendly and staff oriented paperless buffet management system for the restaurants that have all-you-can-eat buffet. Through this system, they aimed to achieve enhanced customer service, increased efficiency and customer satisfaction; save time, paper and printing costs; provide environmental benefits and efficient buffet management.

scholarly journals The Perception of Job-related Motivators When Choosing a Career in the Tourism and Hospitality Industry – A Comparative Study Between Polish and Spanish Students

2017 ◽  
Vol 53 (2) ◽  
pp. 84-106 ◽  
Author(s):  
Aleksandra Grobelna
Keyword(s):  
Competitive Advantage ◽  
Rapid Growth ◽  
Career Paths ◽  
Hospitality Industry ◽  
Staff Turnover ◽  
Motivating Factors ◽  
Tourism Experience ◽  
Tourism And Hospitality Industry ◽  
Tourism And Hospitality

AbstractThe recent rapid growth of the tourism and hospitality industries raises a question about the quantity and quality of the workforce needed in these sectors. In the tourism/hospitality industry, where most services are delivered directly by employees, competitive advantage is primarily attained through people (employees), who are perceived as an integral component of tourism experience. This creates challenges for an industry suffering from high rates of staff turnover, especially of young employees who leave their jobs after graduation, choosing other career paths.This study presents the job related motivators that students found important when considering their future careers, and investigates the extent to which those motivators can be found in the tourism and hospitality industry. Is the industry able to offer the motivators that will keep the employees willing to choose this particular path? We focus on two groups of potential employees – Polish and Spanish students. The study reveals that both groups generally do not believe that a career in the TH industry offered these motivating factors. We also contrast and compare both groups’ perceptions in this area.

scholarly journals HOSPITALITY MANAGEMENT AS A PREREQUISITE OF EFFECTIVE TOURISM DEVELOPMENT IN UKRAINE

2021 ◽  
Author(s):  
Olena Khytra
Keyword(s):  
Quality Of Service ◽  
Corporate Culture ◽  
Management System ◽  
Hospitality Industry ◽  
Professional Competence ◽  
Tourism Industry ◽  
Hospitality Management ◽  
Social Orientation ◽  
The Impact

The hospitality industry acquires the features of an integrative industry, which combines material resources and intangible factors to meet the needs of modern man for comfortable travel and recreation. Hospitality is interpreted as a complex economic, social, cultural, psychological phenomenon, the impact of which on the development of the tourism industry determines the effect of synergy from the combination of tourist resources and quality of service. The author of article proposes to consider hospitality management as a multilevel dynamic management system for the process of providing services to tourists and vacationers, based primarily on the principles of humanism, tolerance, personalization of hospitality, respect for cultural diversity, priority to meet human needs for quality recreation and physical strength as well as cultural self-development. The social orientation of this system to some extent balances the commercial, purely pragmatic aspect of managing the development of tourism enterprises. A holistic model of hospitality management is based on a harmonious combination of four concepts. They are humanitarian, technological, functional and commercial. The system-forming component of the hospitality sector is a mechanism for managing consumer behaviour, which ensures an optimal balance of supply and demand in the market of hospitality services. The specifics of service in the hospitality industry is that the quality of service affects the emotional perception of tourists in the area and, accordingly, affects the image of the state. Therefore, the mechanism for implementing the service policy should be established through public administration measures. Among the key areas of hospitality management development is the formation of a rational organizational structure, improvement of hospitality marketing and support of corporate culture, the values of which are adequate to the socio-cultural environment of the hospitality industry. The specificity of the hospitality industry is also that an important role in ensuring competitiveness is played by an attractive brand, which stipulates the allocation in the management system of such a component as brand management. Considerable attention should be paid to the innovative development of hospitality enterprises and the constant improvement of professional competence of managers of socio-cultural activities.

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