To improve the quality of services delivered to customers, hotels can benefit from the experiences of manufacturing firms and employ quality and process improvement philosophies/tools with proven track records in the manufacturing industries. This article presents a framework which integrates the tools of Root Cause Analysis (RCA), Benchmarking (BM), Reengineering (RE) and Continuous Improvement (CI) within the context of a Rapid Assessment Methodology (RAM). Application of the framework is illustrated and the potential benefits a hotel can derive from the implementation of the framework are discussed.
Identifer | oai:union.ndltd.org:ETSU/oai:dc.etsu.edu:etsu-works-20443 |
Date | 01 January 2001 |
Creators | Yasin, Mahmoud M., Yavas, Ugur |
Publisher | Digital Commons @ East Tennessee State University |
Source Sets | East Tennessee State University |
Detected Language | English |
Type | text |
Source | ETSU Faculty Works |
Page generated in 0.0021 seconds