Managing Quality in Hospitality, Tourism and Events

Managing Quality in
Hospitality, Tourism a
nd Events

Table of content
 Introduction
 Identification and description of the concept of quality
management
 Reasons for poor quality
 Recommendation to West Ham United Football Club
 Conclusion
 References

Introduction of West Ham
• West Ham United Football Club is Currently located in Stratford, East London,
England.
• The club was founded in year 1895 by Arnold Hills and Dave Taylor.
• In the year 2000 was established as a Premier League and it was relegated in the
year 2003. In 2005 it returned to the premier league led by Alan Pardew
• Ever since amidst a lot of positives and negatives the club moved to the 57000
seater Olympic Stadium of London for a lease of 99 years
• The club was among the eight highly performing teams in revenue terms in the 20
team comprising premier league. (Deloitte Money League, 2017)

Meaning of Quality
• Crosby(1989) argues that goodness is un measurable, the quality described as
conformance to requirements is measurable
•Quality has been defined as excellence (Tuchman,1980),value (Feigenbaum,1951),
conformance to specifications (Shewhart, 1931; Levitt, 1972), conformance to
requirments (Crosby , 1979), fitness for use (Juran, 1974; 1988), product desirable
attributes (Leffler, 1982), loss avoidance (Taguchi, 1987) and meeting customer
expectation (Ryall and Kruithof, 2001; ISO 900, 2005) (see Appendix 1).
•Quality is a situation when a set of inherent characteristics consistently fulfil the
continuously changing requirements of organization’s customers and other stakeholders

Evolution of quality
Evolution of quality can be described with the help of different
stages all of them are as follows:
Inspection
Quality control
Quality assurance
Total quality management
(DTI, 2005)

Role of Quality gurus in the evolution
of quality
(DTI, 2005)