Intelligent consistency- Ethical practices of Lean Six Sigma in quality service provision in the hospitality industry
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Authors
Ramphal, Roy R
Nicolaides, Angelo
Issue Date
2018
Type
Article
Language
Keywords
Ethical practices , quality , Six Sigma , customer service , consistent service
Alternative Title
Abstract
In all organizations there needs to be a steady commitment to doing the best job possible and making the best decisions. Six Sigma requires that the hotel guest be prioritized as the first step to effectively restore an issue of defective service that has been created by a service provider. Six Sigma then is a process of reducing defects by analyzing the methods and business processes of hotels, which are defective in terms of efficacy, and then crafting high quality ideal products and services. Where there are defective processes and services, strategies for change and improvement should be introduced and endorsed, so as to meet and exceed customer needs towards excellence. Quality issues in hospitality can inter-alia arise from poorly trained or un-committed employees, defective equipment, ineffective management within a department, or the organization as a whole. Ethical issues can arise when Six Sigma is implemented and managed. Desired progress cannot be attained unless significant changes are made to the way in which quality improvement is conducted in hotels in an ethical manner
Description
Citation
Ramphal, R. R. and Nicolaides, A. (2018) 'Intelligent consistency- Ethical practices of Lean Six Sigma in quality service provision in the hospitality industry'. African Journal of Hospitality, Tourism and Leisure, 7(3): article 53
Publisher
African Journal of Hospitality, Tourism and Leisure