quality Flashcards
it includes many businesses that fall under this large umbrella, such as hotels, motels, restaurants,theme parks and much more
Hospitality Industry
is the total of all businesses that directly provide goods or services to facilitate business, pleasure and leisure activities away from the home environment
Tourism Industry
has been driving the growth of the industry today
Technology
_____and data analytics for better customer service, booking, behavior, deals, feedback etc.
Artificial Intelligence
in the hospitality and tourism industry-over 2 billion is invested already and is set to change the landscape of the hospitality industry in the future.
Blockchain
____and automated hospitality services
Robot
____to enhance the experience of customers
Virtual reality
comparing best practices from ending leading competitors
Benchmark
quality is conformance to requirements
Philip Crosby
quality is a predictable degree of uniformity and dependability at low cost and suited to the market
Dr Edward Deming
quality is fitness for use/purpose
Dr Juan
quality is synonymous with customer needs and expectations
Rj Mortiboys
describes a management approach to long term sucess through customer satisfaction
Total Quality Management
TQM was developed by
William deming
a management consultant whose work had a great impact on Japanese manufacturing
william deming
