Critical to Quality (CTQ) Trees in Tourism and Travel

Running head: TOURISM AND TRAVEL
Tourism and Travel
Name of the Student:
Name of the University:
Author’s note:

1TOURISM AND TRAVEL
Table of Contents
Reflection: -................................................................................................................................2
References:.................................................................................................................................7

2TOURISM AND TRAVEL
Reflection: -
According to the research study in this topic of tourism and travel, some hidden facts
and patterns are found and discussed. Ms. Excel is used to analyze the CTQ data file. The
control charts are constructed for performing specific patterns of the chosen five factors such
as Guest Room Cleanliness, Man Hours per Occupied Room, Direct Expense per Occupied
Room, Check in Speed and Take Rate of multi-night stays in percentage.
To find further interpretation, Minitab and TQM software could be utilized. In the real
world, the most crucial method is to accomplish the analysis of the profit and expense
balance. SQC methods and CTQ matrix would help to distinguish the critical aspect of the
quality processes and CTQ matrix would help to develop the possible measures that are to be
taken with respect to corresponding variable or variables. CTQ matrix mainly discusses about
the customer requirements and service providing of the management.
All the variables are found to be in control. Hence, the root cause of the issue was not
exactly found. Control charts indicate the exact fluctuation of the sampled dataset. The data
samples are experimented both in base line and implementation period. Some of the critical
requirement trees (CTQs) for guest incorporation could have been tabulated as-
Assessment of customer Major Issues Critical requirements
Bad and slow room service A. Attentiveness
B. Responsiveness
C. Schedule of shift
Food and cleanliness service
delivered within right time limit.
Supplier Service Method Output Consumers
Hotel employee Food order
Cleaning order
Order of
Accept the order
of delivering
food, optimising
A. Food
B. Expense
1. Hotel
customer