International Journal of Contemporary Hospitality Management: Volume 6 Issue 1/2

Continuous Improvement: The Ingredients of Change

Cyril Atkinson

A programme of change leading to continuous improvement requires aplanned programme to effect it. The six ingredients for change –management commitment; education; implementation;…

Competing for Quality in Military Catering:: A Strategy for Change

Rodney Giles, Don Sinclair

In the quest to ensure adherence to best practice throughout the Army′sCatering Training Centre, the Army School of Catering enrolled in aseries of workshops towards a better…

Trials and Tribulations in the Pursuit of Quality Improvement

Stephen Dodwell, Paula Simmons

Traces, from its inception, Scott′s Hotels′ highly rated qualityimprovement programme. Emphasizes experiential learning and developmentand in particular the difficulties faced by…

Sutcliffe Catering’s Approach to Continuous Improvement

Christopher Page

Examines some of the difficulties facing any company in its pursuit ofquality profile achievement. Areas covered include defining qualitywithin the Sutcliffe Group and reviewing…

ICL Kidsgrove: Engineering a Quality Culture

Nick Johns, John Chesterton

Describes the development of a continuous quality improvement process atcomponent manufacturer ICL Kidsgrove. Traces early innovative work withquality circles through to the…

Inhospitable Cultures and Continuous Improvement

John Sinclair, Alastair Arthur

Corporate culture plays a key role in the adoption and maintenance of acontinuous improvement environment. Yet the role that culture does playand its nature tend to be overlooked…

The Prudential Experience of Total Quality Management

Sally J. Messenger, Tony Atkins

Describes the “Way of Life” (WoL) Quality Improvement Programme, which wasan attempt by Prudential Assurance to improve its position in themarketplace. The programme concentrated…

The Tyrannical Chef: A Barrier to TQM?

Stan Zetie, John Sparrow, Alan Woodfield, Tom Kilmartin

Examines the reasons why TQM has had relatively little impact in thehospitality sector and recognizes the greater risks involved inimplementing TQM as opposed to a more…

Prophylaxis, Not Diagnosis and Cure

Tony Ingold, Trevor Worthington

Sets out the process used by Land Rover to change from a company whichwas losing market share into the world leader once again in four –wheel drive vehicles. The company has…

Investors in People at The Moat House International, Glasgow

Anna MacVicar, Gillian Brown

A management issue that is common in organizations today is how to keepon improving the quality of their products and services and ensure thatthere is a credible and creditable…

You’re Stopping Me from Giving Quality Service

John Sparrow, Gary Wood

Quality initiatives need to be translated into actions by employees.Highlights the importance of eliciting the knowledge and beliefs whichemployees use to guide their decisions at…

A Model For Achieving Quality in Hospital Hotel Services

Lyn Randall, Martin Senior

Customer satisfaction is the ultimate goal of total quality managementefforts in service industries. An essential prerequisite in achievingthis goal is the detection and…

Using Service Incidents to Identify Quality Improvement Points

Andrew Lockwood

To be able to deliver consistent quality to hospitality customers, it isnecessary to be able to identify those aspects of the service encounterthat bring about satisfaction or…

Rediscovering Standards: Static and Dynamic Quality

Abby Day, John Peters

Obtaining BS 5750 is comparatively easy. It is much harder to identifythe factors which contribute to quality. Defines quality in terms of“static quality” which constitutes basic…