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  Miscellaneous Quality Topics
  Cost of Poor Quality

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Author Topic:   Cost of Poor Quality
Prashant Hoskote
Lurker (<10 Posts)

Posts: 1
From:Mumbai, India
Registered: Nov 2000

posted 19 November 2000 02:40 AM     Click Here to See the Profile for Prashant Hoskote     Edit/Delete Message   Reply w/Quote
Hi guys!
I need desperate help.
I would like information on Cost of Poor Quality in the Hotel Industry. More specifically, what kind of cost heads would fall as poor quality costs in a 500 bed five star hotel? What would fall under Internal Failure Costs, Extrenal Failure Costs, Appraisal Costs, Prevention Costs?
Thanks!!!

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Geoff Cotton
Forum Contributor

Posts: 34
From:Staffordshire, England
Registered: Jun 2000

posted 20 November 2000 03:45 AM     Click Here to See the Profile for Geoff Cotton   Click Here to Email Geoff Cotton     Edit/Delete Message   Reply w/Quote
Perhaps this forum should 'brainstorm' the Cost of Quality model for you.

Have you drawn up a Process Map or any sort of Customer Needs Map?

Geoff

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Marc Smith
Cheech Wizard

Posts: 4119
From:West Chester, OH, USA
Registered:

posted 20 November 2000 01:11 PM     Click Here to See the Profile for Marc Smith   Click Here to Email Marc Smith     Edit/Delete Message   Reply w/Quote
Just to start things off:

Apprasial costs would probably include:
Checks folks do to ensure the maids have made up the room properly (you folks do sample checks, don't you?

Prevention costs would probably include:
Quality Planning such as path for registration and getting folks to their rooms.

Internal Failure costs would probably include:
Rework (room made up wrong - not enough towels, no soap, no fruit, etc.)
Process failures such as clerk forgets to turn phone on, no bell-person available to carry luggage or other similar error. Some may be a perception issue.

External Failure costs would probably include:
Complaint adjustments

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Marc Smith
Cheech Wizard

Posts: 4119
From:West Chester, OH, USA
Registered:

posted 20 November 2000 01:21 PM     Click Here to See the Profile for Marc Smith   Click Here to Email Marc Smith     Edit/Delete Message   Reply w/Quote
Also see https://elsmar.com/ubb/Forum5/HTML/000001.html

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