Now that the importance of TQM is explained, the hotel is currently preparing for its last step to finally register and apply for the certification of ISO 9000. Now, what is ISO 9000? ISO 9000 is developed by the international organization of standardization. It is an international set of standards for documenting the processes that an organization uses to produce its goods and services. Organizations that follow these standards demonstrate that they can consistently provide real and transactional deliverables that meet customer needs and adhere to regulatory requirements. The standards can also help organizations improve the quality of service, thereby increasing customer satisfaction.
But, how will the external auditor review the hotel for them to register and achieve certification of ISO 9000? The external audit is conducted by a representative of a registration company. The auditor then performs a site visit of at least two days follows, where they observe and ask questions to determine if the organization is ISO compliant and to gauge employee knowledge of procedures. Successful completion leads to ISO 9000 or other standard certification.
First, we will hear from our Quality Management Experts to discuss the importance of Total Quality Management in the hospitality industry.