How does the implementation of a quality managment system such as EFQM Research Paper

How does the implementation of a quality managment system such as EFQM or Six Sigma in the hospitality industry help improve th - Research Paper Example All the prominent organizations may have a well defined quality management system in order to ensure the quality of all the products or services offered to the customers by the organization. Earlier, in most of the organizations, a quality control (QC) division was functioning whereas at present instead of QC, Quality Assurance (QA) division is functioning. The change from QC to QA reflects the importance and changing concepts about the quality in organizational world. Service sector is one area in which quality plays a vital role in determining the success and failures of an organization. For example, in hospitality industry, the customers often compare the quality of services they received from different organizations before they select one organization. European Foundation for Quality Management (EFQM) and six sigma (Developed by Motorola Corporation) are the major quality management systems implemented in the hospitality industry at present. Both EFQM and Six Sigma have some meri ts and demerits. This paper briefly analyses how the implementation of a quality management system such as EFQM or Six Sigma helps the hospitality industry to improve the performance. ... â€Å"To achieve Six Sigma, a process must not produce more than 3.4 defects/ million opportunities. A Six Sigma defect is defined as anything outside of customer specifications†( What is six sigma, 2010) (Jkerrigan, n. d) The basic architecture of six sigma includes five aspects; define, measure, analyse, improve and control. The organization which implements six sigma should define its objectives at first. Then the organization measures the output with the help of statistical analysis. If the output does not reach the six sigma mark, the process should be improved further and further till it reaches that mark. Proper control should be exercised while the organization strives for better quality and management practices. â€Å"Six Sigma is driven by the customer and thus aims to achieve maximum customer satisfaction and minimizing the defects. It targets the customer delight and new innovative ways to exceed the customer expectations† (Advantages and Disadvantages of Si x Sigma, n. d).The focus of Six Sigma implementation is attached to the customer. In most of the modern quality management systems customers are at the central point. All the quality improvement activities are rotate around the customer since the customer is the one who is capable of making or breaking an organization. Starwood Hotels and Resorts have already implemented the Six Sigma approach. Six Sigma at Starwood has helped improve the financial performance of the group by ushering in the quality and consistency of the customers' experiences. Six Sigma has also provided the guidelines and tools to create a consistently superior guest experience at all properties, and simultaneously improve the bottom line. The Six Sigma organization in the group reports to