Hospitality: Quality Management, Performance Standards & Satisfaction

This report discusses the integral role of performance standards in quality management for promoting customer satisfaction, particularly within the hospitality industry. It highlights that quality standards provide specifications, requirements, and guidelines to ensure products and services are fit for purpose. The report emphasizes that companies in hospitality use these standards to ensure product safety and reliability, comply with regulations like ISO 9001:2015, control internal processes, and meet environmental objectives. It provides examples such as ISO 13485 for medical devices and ISO 22000 for food safety, illustrating how these standards enhance customer satisfaction by ensuring safe and hygienic food. Ultimately, the report concludes that performance standards in quality management help companies understand and meet customer needs, measure customer relationships, and bridge the gap between expected and actual customer expectations.

Food and beverage management
5 / 1 2 / 2 0 1 9

Management 1
Standards of performance are an integral part of quality management to promote
customer satisfaction. Provide two examples.
Quality standards are defined as the documents that offer the specification, requirements, and
guidelines, characteristics that can be used consistently to ensure material, products, processes,
and services are fit for their purpose. The standards of performance are considered as an integral
part of the quality management so that they can promote the customer satisfactions who are
reason for business operations. It is essential for the business to make use of the standards so that
they can meet the changing needs of the customers by managing the quality in hospitality
industry. The reason due to which companies in hospitality apply this include ensuring safe as
well as reliability for products, complying with regulations which include ISO 9001:2015,
controlling internal processes, conference the objectives for environmental (Heras-Saizarbitoria,
2018). ISO are international quality standards for performance that set accepted standards for the
company. The customer satisfaction will lead to increase in profit, brand value, reputation and
many other factors.
ISO standards also include such parameters of company performance that give basic essential
values to customers. For example: ISO 13485 for medical devices under which it is essential for
the hospital companies to provide the medical devices to the customers in case of emergency. In
the hospital industry, the major need of standards of performance lies with the food that is
offered by the company (ASQ, 2019). The standards of performance related to the food safety
will enhance the delight customer satisfaction. For example: ISO 22000 is the food safety
standard under which the hospitality companies are obliged to provide the safe and secure food
with hygiene to the customers.

Management 2
Thus, this can be said that the standards of performance in quality management will help the
companies in understanding the needs of the present as well as future customers and measuring
the customer relationship that helps them to communicate with staff so that they feel valued and
will like to visit the place again. These standards help in bridging the gap between the expected
as well as the actual customer expectation.

Management 3
References
ASQ. (2019). What Are Quality Standards?. Retrieved from:
https://asq.org/quality-resources/learn-about-standards
Heras-Saizarbitoria, I. (Ed.). (2018). ISO 9001, ISO 14001, and new management standards.
Cham, Switzerland: Springer.