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India's hotel industry is growing at a fast pace because of a high economic growth coupled with an increased flow of international tourists. This calls for effective quality management and that can be done through an accurate measurement of services.

Effective quality management of hotel industry: -

1. Define the quality attributes and variables - Attributes denote qualitative data. They represent discrete values such as presence or absence of an escort to the room from the reception, etc. Variables denote quantitative data, which are continuous such as the price of staying in a room, etc.

2. Measure - The Critical To Quality (CTQ) characteristics of the process need to be identified. The factors that contribute to a good / bad service experience for the consumers need to be picked.

3. Analyze - The attributes and variables need to be measured to find any possible causes of defects / low quality service.

4. Improve - The influence of the causes of defects / low quality service need to be quantified, and the acceptable limits for the same should be defined.

5. Control - In the control step, the modified process should be made to stay within the acceptable limits and emergency handling mechanism should be in place.

Define

The key quality attributes in a hotel are: -

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* Contributed by -
Debashis Kar,
B.E. (Chemical) from NIT, Rourkela,
Currently 1st Year MBA (Management of Services) Student at FMS, Delhi.