Professional Front Office Management or Total Quality Management

Professional Front Office Management

Author: David K Hayes

Witten with the context that the Front Office Department's primary function is to "connect" the property and its employees with the guests. This book details policies and procedures that address the department's critical role of serving guests, coordinating employee communcation and utilizing technology to benefit guests, staff and owners.  An emphasis on providing guest service; Facilitating the work of employees in other departments as they provide service; Using technology to meet the needs of guests and hotel employee peers; The Context of Front Office Operations; Technology Helps Front Office Operations; Front Office and the Guest Cycle; Special Front Office Concerns.  Hotel operation managers and administrators.

 

 

Go to: The Gut Flush Plan or Lightworkers Way

Total Quality Management

Author: D Besterfield

A solid reference guide for quality professionals, this progressive book provides a fundamental, yet comprehensive exploration of total quality management (TQM) in an all-encompassing, single-volume review that covers not only the principles and practices, but also the tools and techniques. Covers the principles and practices that make up the backbone of TQM, with insightful analyses of such areas as leadership, customer satisfaction, employee involvement, continuous process improvement, supplier partnership, and performance measures. Also fully explores TQM's tools and techniques, with full chapters on SPC, ISO 9000, benchmarking, quality function deployment, concurrent engineering, experimental design, Taguchi's quality engineering, and products liability - and concludes with four new chapters on failure mode and effect analysis, total productive maintenance, ISO 14000 and management tools. For those in the technical, engineering, business, education, and health care fields.

Booknews

A text covering the principles, practices, tools, and techniques of TQM for business, education, engineering, health care, and technology students. All sizes and types of organizations are encompassed. Annotation c. Book News, Inc., Portland, OR (booknews.com)

Table of Contents:

	Preface
Pt. 1	Principles and Practices	1
1	Introduction	1
2	Leadership	17
3	Customer Satisfaction	55
4	Employee Involvement	89
5	Continuous Process Improvement	125
6	Supplier Partnership	153
7	Performance Measures	167
Pt. 2	Tools and Techniques	207
8	Benchmarking	207
9	Information Technology	223
10	Quality Management Systems	253
11	Environmental Management System	293
12	Quality Function Deployment	315
13	Quality by Design	349
14	Failure Mode and Effect Analysis	377
15	Products Liability	407
16	Total Productive Maintenance	431
17	Management Tools	443
18	Statistical Process Control	461
19	Experimental Design	521
20	Taguchi's Quality Engineering	561
	Appendix	617
	References	631
	Index	635