QUALITY MANAGEMENT SYSTEM IN HOSPITALITY INDUSTRY
Definition of Quality management system:
ISO 9000 defines a QMS as a management system to direct and control an organization with regard to quality. If we insert the ISO 9000 definitions for the words in italics we produce the following unintelligible definition: ‘A QMS is a set of interrelated or interacting elements that establishes and achieves policy and objectives that direct and control an organization with regard to the degree to which a set of inherent characteristics fulfils requirements’. For an effective quality management system, it has to comprise dynamic processes that bring resources, activities and behaviours together in the right relationship, and focus effort on the achievement of objectives. Elements of a Quality Management System
1. Organizational Structure
4. Data Management
7. Customer Satisfaction
8. Continuous Improvement
10. Product Quality
ISO 9000 family:
The purpose of the ISO 9000 family of international standards is to assist organizations implement and operate effective quality management systems. The ISO 9000 family intends to facilitate mutual understanding in national and international trade, and to help organizations achieve sustained success. The scope of the ISO 9000 family of international standards is limited to quality management systems. There are four standards in the family:
ISO 9000: Quality management systems – Fundamentals and vocabulary. ISO 9001: Quality management systems – Requirements.
ISO 9004: Quality management systems – Guidelines for performance improvements. ISO19011: Guidelines on quality and/or environmental management systems auditing. The ISO 9000 family of standards apply to all organizations regardless of type, size and product provided.
ISO 9000 is an international standard that...