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Library's collection Library's IT development CancelQuality has become essential to the success of every business, especially in
hospitality industry. The goal of quality is relatively simple and straightforward:
to consistently meet or exceed customer expectations by providing products and
services at process that create value for customers and profits for the company.
Achieving quality, on the other hand, is hardly simple and seemingly never
straightforward.
The new issues into the quality now becomes more famous. Total Quality
Management (TQM) - as written in this thesis; a philosophy that requires a
change in organisational culture, a fundamental change in the way individuals and
groups approach their work and their roles in the organisation, that is, from an
environment of distrust and fear of reprisal to one of openness and trust where
creativity can flourish; from working as individuals to working as teams; from
protection of organisational turfs to the breakdown of departmental barriers; from
an autocratic management style of direction and control to a softer style of team
leader and coach; from power concentrated at the top to power shared with
employees; from a focus on results to a focus on continuous improvement of the
processes that deliver the results; and finally a change from making decisions
based on good feel to an analytic, fact - based on approach to management.
This thesis into The Introduction of Total Quality Management (TOM)
focusing on Service Quality of an Indonesian Restaurant, Rasa Senang in
Kaatsheuvel (RSK), try to inform the reader - the elaboration of all important
issues regarding with service quality in a restaurant's organisation. To provide the
best service for their customers, by meeting customer's expectation and customers
requirements.