1. How would you go about determining the cost of quality for Hotel Escargo?
2. Provide cost of quality examples in the hotel industry for:
- Appraisal costs
- Prevention costs
- Internal failure costs
- External failure costs
3. Based on the information in the case study, which of these costs do you feel are relevant to Hotel Escargo and why?
Scenario:
Hotel Escargo Mission Statement: Serve the business and pleasure travelers by making customer satisfaction priority number one through top quality service, amenities, comfortable surroundings, and friendly employees.
Problem Statement : Upon the annual review of the Hotel Escargo chain, it was discovered that there was room for improvement with the check-in and check-out system implemented by the Rooms Division Department. In addition, there are many areas that the hotel can improve to raise the overall quality and customer satisfaction.
The current process used to check guests in and out of the hotel is inefficient for both the customer and the hotel and a new process must be developed that provides a convenient and efficient experience for the customer, as well as one that makes the best use of the hotel's resources.