Hospitality Tourism and Events
\nManaging Quality in Hospitality Tourism and Events
\nStudent ID
\nResearch note example
\nAbout my Role
\nProblem
\nWhere does the gap lie ? Refer to Week 7 slide Parasurman et al. (1985)
\n\uf0b7 Problem
\nExample -Services Safe Mandatory Training not completed by staff
\n\uf0b7 Consequences for individuals
\n\uf0b7 Consequences for managers
\n\uf0b7 Consequences for the organisation
\nCapabilities and competencies
\nEvery student give a brief and general overview- though the director of finance will have to
\nexplicitly examine the financial capabilities of the organisation\/ HR director should consider the
\ncompetencies of the staff \u2013 referring to examples from Glassdoor website
\n\u2022 Students should consider examining Airbnb\u2019s financial capabilities and competence of
\ntheir staff to improve the quality by referring to their annual report and one or two
\nreviews of the staff from Glassdoor.
\nExample -Recommendations
\n\u2022 Avoid information Overload in training
\n\uf0b7 Example-Total Quality Management Concept PDCA Cycle W. Edwards Deming\/ Student\u2019s can use
\nJuran\u2019s Trilogy too refer to week 1
\nPLAN
\n\u2022 Identify and Analyse the problem
\n\u2022 Ask the employees if they would like to involve in the training Source
\nDO
\n\u2022 Monitor the progress of employees practising the training
\n\u2022 Keep communicating about the progress of training
\n\u2022 CHECK
\n\u2022 Collect feedback from staff as it collects and analyses the information
\n\u2022 Display the stories and results so everyone can see the progress
\nACTION
\n\u2022 Having a training pack readily available will enable to take advantage of training
\nopportunities
\n\u2022 They occur especially important in busy departments
\nReferences
\nJavidan, M., 1998. Core Competence: What does it mean in practice? Long Range Planning, 31(1),
\npp.60-71.
\nJohnson, C., 2016. The Benefits of PDCA. Quality Progress, 49(1), pp.45.<\/p>\n
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