ap2003 trent walsh

LEADING QUALITY ASSURANCE Presenting to:2003 ASIA PACIFIC CONFERENCE (IFCA)16th October 2003  : LEADING QUALITY ASSURANCE Presenting to: 2003 ASIA PACIFIC CONFERENCE (IFCA) 16th October 2003


OVERVIEW : OVERVIEW Our Company Defining Quality Assurance The Inspection Process The Inspectors The Report Breaking Down the Customer Journey The Benefits of Quality Assurance The Power of Benchmarking Implementing a Successful Quality Assurance Program Questions & Answers


OUR COMPANY : OUR COMPANY Established 4 years ago. UK based. Joint Venture between The Leading Hotels of the World and Gap Analysis Intl. Specialize in total quality assurance audits. Client profile – luxury travel industry. Currently work with over 500 hotels, cruise ships and hospitality operators in 80 different countries.


DEFINING QUALITY ASSURANCE : DEFINING QUALITY ASSURANCE Must look at all aspects of service. Criteria must be measurable. Quantitative and qualitative analysis. Consistent. Objective.


THE INSPECTION PROCESS : THE INSPECTION PROCESS Anonymous visits. Independent full time inspectors. Measure all aspects of the customer journey. Audit completed in full as it happens. Comprehensive report sent directly to the client within one week. Inspection scores input into database for benchmarking purposes.


THE INSPECTORS : THE INSPECTORS 10 full time employees. Ex-hoteliers. Inspect on average 50+ hotels per year. Male and female inspectors. Multilingual – English, French and Italian speakers. Age range 34-48.


THE REPORT : Where applicable Qualitative aspect to the report Quantitative aspect of the report More than 1200 standards over a two day period 31 departments International standards Meet/Below/ Not Applicable Weighting even Where applicable (i.e. reservations) THE REPORT


BREAKING DOWN THE CUSTOMER JOURNEY : BREAKING DOWN THE CUSTOMER JOURNEY


THE BENEFITS OF QUALITY ASSURANCE : THE BENEFITS OF QUALITY ASSURANCE Measures your airline against internationally recognized standards. Sets consistent measurable standards across the fleet, which strengthens the brand. Identifies training needs and requirements. Identifies revenue generation missed opportunities. Makes management and staff more accountable. Keeps you ahead of the competition. Provides benchmarking data.


THE POWER OF BENCHMARKING : THE POWER OF BENCHMARKING


BENCHMARKING DATA BY COUNTRY : BENCHMARKING DATA BY COUNTRY


BENCHMARKING DATA BY ASIAN CITY : BENCHMARKING DATA BY ASIAN CITY


IMPLEMENTING AN EFFECTVIE QUALITY ASSURANCE PROGRAM : IMPLEMENTING AN EFFECTVIE QUALITY ASSURANCE PROGRAM


COMMUNICATE THE STANDARDS : COMMUNICATE THE STANDARDS Can’t improve if staff do not know what is expected. Communication must be across all levels. Departmental communication of each standard is essential. Each and every employee to sign off agreed standards.


TRAIN THE STANDARDS : TRAIN THE STANDARDS Once the standards have been agreed, they need to be reinforced by training. Training should be directly linked to standards. Behavioural training courses to be linked to overall training plan. Each staff member to sign off all successfully completed training modules.


MEASURE STANDARDS : MEASURE STANDARDS Once standards are agreed and training has taken place, standards must be measured. Measurement should be done by independent third party to ensure it is consistent and objective. Measurement should take place at regular intervals.


FEEDBACK : FEEDBACK Following an inspection report the feedback is an essential part of the quality process. Feedback should take place at an executive management, HOD and employee specific basis. Both positive and negative feedback is required. Crucial that the individual employee receives specific feedback. Individual action plans to be put into place to deal with areas that require attention.


ACCOUNTABILITY : ACCOUNTABILITY If standards have been communicated, trained, measured and feedback has taken place then staff should be held accountable for their actions.


THE QUALITY PROCESS : THE QUALITY PROCESS COMMUNICATE STANDARDS TRAIN STANDARDS MEASURE STANDARDS FEEDBACK ON STANDARDS ACCOUNTABILITY MEASURE STANDARDS


QUESTIONS & ANSWERS : QUESTIONS & ANSWERS