Pearson New International Edition International pcl tp indd 1

Managing Work Processes
The discussion in this section of the chapter presented a practical and commonsense
method to determine service needs of guests and to incorporate them into the work
processes used to serve the guests. Steps in the method are reviewed in Figure 5.
Professional FOMs recognize their responsibility to use a quality management
approach such as that illustrated in Figure 5 as an integral part of their job. They
want their department to be the best that it can be. To achieve this goal, they know
that they must accept reports of service defects to be opportunities for service
improvement.