Pearson New International Edition International pcl tp indd 1

DEVELOPING A QUALITY CULTURE
Quality provides the context within which work processes that emphasize guest ser-
vice should be planned and implemented. It is important, therefore, to understand
the basics of quality. As Roadmap 2 shows, the process of developing a quality 
culture is the next topic in this chapter.
What Is Quality?
A working definition of quality is easy to state but, much more difficult to achieve:
Quality is the consistent delivery of products and services according to expected 
standards.
FRONT OFFICE SEMANTICS
Quality:
Consistent delivery of products and services according to expected standards.
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Let’s look at the components of the definition more closely:
•
Consistent. The component of consistency implies that standards are always
met. In practice, consistency is a goal toward which FOMs and other hotel
managers move but never totally attain. People make errors as they design ser-
vice delivery processes and as they follow procedures that the processes require.
Sometimes the procedures yield unacceptable outcomes. In addition, the guests’
expectations about quality service (what it is and how it should be delivered)
may vary. Defects can be minimized, however, through tactics such as proper
planning, employee training, and providing staff members with the proper
equipment to do their jobs. The extent to which quality is attained (defects are
reduced) can be measured as work processes are implemented to meet standards.