My Name is Sheila Mae C. Aldover, a Bachelor of Science in Hospitality Management student. By the way this topic will tackle about the ISO 9000 and Total Quality, as a Student I’m so curious about what does ISO 9000 set a standard about achieving Quality Management . So, let me share to you my learning about the topic and also my appreciation about it.

ISO 9000 is applicable for any organization, private or public, either small or big. Because it provides assurance to customers that the products or services has the consistency that meet their requirements.

This topic also give me the opportunity to learn about the Certification or ISO Certification for hotel, restaurant, and leisure services.

The Eight principles of ISO 9000’S Basis will also discuss here such as; Customer Focus, Leadership, Process approach, Involvement of people, System approach to management, Continual improvement, Factual approach to Decision making and Mutually Beneficial supplier relationship.

ISO 9000 Define as to secure registration, organization must develop and use quality management system conforming to the requirement of ISO 9000. This topic tell and discuss the benefits of ISO 9000 for organization and to the customers.

ISO 9000 is a set of worldwide quality management and quality assurance standards created to assist businesses in properly documenting the quality system elements required to maintain an effective quality system. They are not industry-specific and may be used to businesses of all sizes. ISO 9000 can assist a company in satisfying its consumers, meeting regulatory standards, and improving continuously. It should be regarded as the first phase or foundation of a quality system

ISO 9000 has a big impact and now I know it, from it’s origin I can tell that it is continue to improve and bring on us more satisfaction. I also learned that ISO 9000 and TQM are related but not Interchangeable.

It is not the strongest leaders that survive, not the most intelligent; instead it is the one that are most responsive to change- Charles Darwin. Before anything else I would like to introduce myself by the way, I am Sheila Mae C. Aldover a student of Bachelor of Science in Hospitality Management. This lesson contains the explanation and discussion about the Leadership and Change.

This lesson will best and help us to become more professional and have knowledge to understand why there is a leadership and need to change. This module defined the leadership as the ability to inspire people to make a total willing and voluntary commitment to accomplishing or exceeding organizational goals. It is better explain also here what is a Leader and a Boss and what is called a good leader, and I’ve learned that in order for you to become a leader you have to to follow first and then lead. The key elements of leadership for quality are also discuss here and that’s include; Customer focus, Obsession with quality, Recognizing the structure of work, Freedom through control, Unity of purpose, Looking for faults in systems, Teamwork, Continuing education and training, and Emphasis on best practices, and Peak performance.

The Motivation, Leadership, and Inspiration will also tackle and the Maslow’s Hierarchy of Needs, Leadership style in a total quality setting and the participative leadership style, The leadership characteristics that build and maintain followership from the sense or purpose, self discipline, honesty, credibility, common sense, stamina, commitment and the steadfastness. Ofcourse leadership wouldn’t be effective if there is no called Ethics, because it shows high ethical content in making decisions. I’ve learned that an ethical leaders have to take the long view and knowing that an unethical leader is no leader or He or she is a misleader.

Employees and Managers on change, this is how managers listen to employees can learn a valuable lesson. This will how the employee involvement lead to change, This lesson will really help me to know how does change become more important and how to lead change. In every business or organization as a manager you have to do your best or effort to get and lead for change in your employees. Getting lesson from the past and from distinguished leaders.

Servant leadership and stewardship defined: According to Sean Aland, a servant leader set an example of putting their employees, customers, organization, and community ahead of their own personal needs.

In any organization negative influence on leaders wouldn’t be refuse but, this lesson will help us on how to counter them. First, Leaders must be careful and think crucial about the advice they receive from others. Ofcourse to avoid any bad advice and bad decision, because admit it or not sometimes we forgot on how to be careful listeners and we got easily fool by words. Second, Leaders fall prey to the negative influence of followers when they make such mistakes as letting the majority rule, being fooled by flattery, and relying too heavily an ” Knowledgeable” advisors. This second way on how to counter negative influences teaches us to be more vigilant and responsible listener and leader.

Being a leader also called as a Mentor, because you teaches the next generation of leaders. It is about the extension of stewardship that make a big help on you as a leader and provide a lot of benefits to the individual as well on the organization.

Leadership and Change is very important and it’s up to us on how we’re going to apply it effectively as we go through. Because I do believe that leadership and change are always on the people who have dedication and know the important of it and being responsible for every action they made.

Before I’ll start this blog, Let me introduce myself first. By the way I am Sheila Mae C. Aldover taking a course of Bachelor of Science in Hospitality Management. So, this topic or module cover up about the customer satisfaction, retention, and loyalty. We all know that in every business we going to have or build the first thing that we consider was on how we satisfies our customers, how we are going to retention for it, and put loyalty on doing it so.

This module help me understand what or how customer defined quality of such thing, the factors that need to be apply in order to defined quality itself. Helps me also identify external customer needs which is a big part of product development. Teach me the best lesson when it comes to dealing customer and the saying ” The Customer is Always Right”? which is necessary not always. According to our instructor she says that may customer is not always right but, we should always treat them right. Therefore I concluded that she is right, customer doesn’t really always right but, since we need them for our business to grow and to buy or have our business so, we should need to treat them right.

This topic also include internal customer needs and knowing your customers operation it is easier for you provide the product needed. Customer retention, we all know that organization develops a customer focus to of course, satisfy it’s customer. Through customer retention it is easy for you to identify the accurate indicator of customer loyalty than is customer satisfaction.

Customer Loyalty

In this lesson we’ve learned the customer loyalty model; The business performance, Global perception, Loyalty behavior, and Financial outcomes. Be in the business world doesn’t really easy because you have to deal with different customers and challenges. There is no way for you to have successfull business without being challenge and face problem but, no matter what happen it is always up on you on how you apply and think new innovation to satisfy, retention, and put loyalty on your business or customer also.

To gain customers satisfaction is always hard thing to do when you are in a business Industry but, it is a best and enjoyable thing to do when you love to do and put dedication and passion on it. Always remember that in order to Retention and Loyalty to customers you need to have a long patience and strong belief that everything will going to be successful.

Few people are willing to defend unethical behavior, and for the most part, business and industry operate within the scope of acceptable legal and ethical standards. Ethical behaviour is particularly important in a total quality setting in which trust, integrity, and values figure prominently in everyday human interactions.

This Chapter explain what is ethical in a given situation is decided by applying the values that comprise the prevailing moral framework. Ethics can be defined as the principle that guide our behavior in order to make the best decisions that benefit everyone. Ethics is what motivates us to speak the truth, follow through on our promises, and help those in need. On a daily basis, we are guided by an ethical framework that help us make decisions that have positive consequences and steers us away from unjust outcomes. Through our decisions, ethics guide us to make the world a better place.

Human Factors that Contribute to Unethical Behavior

The most common impediment to ethical conduct is simply human nature. An unfortunate fact of life is that it will often appear that a person’s personal interest are best served-at least in the short run- by an unethical choice-people make unethical choices based on misguided personal interest. Doing the wrong thing, even for the right reasons, is still wrong.

Eventually circumstances do not alter what is right or wrong, just as understanding, why a person makes an unethical choice does not excuse her for doing so.

Organizational Factors that Contribute to Unethical Behavior include the following :

• Failing to make ethics part of the organization for values.
• Failing to set a consistent positive example
• Putting personnel in ethical “concern”.
• Failing to adopt, deploy, and enforce a corporate code of ethics.
• Applying unrealistic pressure
• Failing to reward ethical behavior

We all know that total quality approach cannot be successfully implemented in an organization that fails to subscribe to high standards of ethical behavior. In connection to it manager should always had a good trust builders.

Which ethical behavior totally follow, the managers that has integrity will keep the organization and employees in mind when making decisions.

When it talks about Quality it also need a big responsibility. People want to blame others for their won shortcomings and failure, passing blame has become commonplace, this is not ethical behavior. Because in a total quality setting, people should be responsible for their actions and accountable for their performance.

Managers and Professional in organizations are responsible for following through and actually exemplifying ethical behavior. Manager are responsible for establishing high ethical standards, settling consistently positive example of exceeding those standards, and acting immediately when they observe unethical behavior.

Organization Role in Ethics

The organization role are the following:

• Create an unethical environment in which stakeholders know that they will be supported when making ethical choices and
• To ensure that all people in position of authority in the organization set an example of living up to the highest ethical standards.

Advances in transportation technology allow raw
materials produced in one country to be used in the
manufacture of products in a second country that
are, in turn, sold to end users in a third country. For
example, leather produced in Australia might be
shipped as raw material to Italy, where it is used in
the manufacture of shoes and purses that are sold in
the United States, France, and Japan.

This means the manufacturers in Italy compete with
the manufacturers in Indonesia.

THE RELATIONSHIP BETWEEN
QUALITY AND COMPETITIVENESS

Companies that used to compete only on a local,
regional, or national level now find themselves
competing against companies from throughout the
world. Some of these companies find the
competition to be more intense than any they have
ever encountered.

Being competitive is also having the quality to make us a better person and applying it is very important also. To compete globally is to become proud also, because if we learn on how to become competitive individual we also have those quality.

“QUALITY IS MORE IMPORTANT THAN QUANTITY. ONE HOME RUN MUCH BETTER THAN TWO DOUBLES”. By- STEVE JOBS I would like to introduce myself first. By the way I am Sheila Mae C. Aldover a third year college student taking up a Bachelor of Science in Hospitality Management. This blog content how does quality important in achieving organizational excellence.

We as people or costumer always on the situation that buying something or having things is in our everyday lives. We buy or have something base on our needs and wants and sometimes we forgot on how to be responsible customer by looking the quality of the product we have. When we do grocery, shopping, or even when we eat at a restaurant, while making significant purchase, such as car, a house, a television or a personal computers are all for examples. People’s perception of quality are influenced by a number of factors, make different in the market place whether or not we declare them outright or keep them hidden in the back of our mind. When making decisions, we all use many criteria in our heads, making a buy the degree to which a purchase satisfies. In our opinion, these characteristics determine its quality. One,a method to think about quality as a consumer driven concept, consider the example of eating at a restaurant. We need to look for the following below in order for us to achieve and see the good quality experience.

PRICE

Quality is dynamic state associated with Product, services, people, processes, and environment that meets or exceed customer expectation and helps produce superior value. There is many quality pioneer who defines Quality. W. Edward Deming, known for his fourteen points, the deming cycle, and his seven deadly diseases. Dr. Joseph M. Juran, is best known also for his three basic steps to progress, Juran’s principle and the Juran trillogy, Quality also define by Dorian Shainin, Kaoru Ishikawa, Genichi Taguchi and Philip Crosby. Although, there is no universally accepted definition of quality, enough similarities exist among the definition that common elements can be extracted:

• Quality involves meeting or exceeding customers expectations.
• Quality applies to products, services, people, processes, and the environment.
• Quality is an ever-changing state(i,e., what is considered quality today may not be good enough to be considered quality tomorrow.

• How quality is measured?
• How quality is achieved?
• Attitudes toward defects
• Quality as a function
• Responsibility for quality
• Supplier Relationship

As a Hospitality and Management Student it was very important for me to learn and have quality. Because I am sure that when it comes to work or soon if i am already applying work for a company I know the quality that I have as a person. The quality that not only I have for myself but the knowledge to see the quality of a product, services, people I’ve worked with, the processes, and the environment I’ve belong. In addition, knowing quality is the best thing to start or having something I’ve want and needs. This chapter give me a knowledge on how does quality  need to be exist always and how it affects the expectation and experience of a customer. The importance of it for the success and in achieving organizational excellence. It better explain in this chapter the different definition of quality, base on the quality pioneers and on study,  and it’s up to us on how we see the fact that how we appreciate quality in buying or having something we need and wants.