All forms are forwarded to the hotel Quality Office for consolidation. The Quality Office tracks them and sends them to the appropriate department for action. Department managers and Quality Coaches take action to improve, repair or replace the defect. The important thing to remember is that it is the small, seemingly insignificant defects that have a major impact on good service. Average organizations will ignore or overlook minor customer inconveniences.
Excellent organizations focus on the details.
Here are seven suggestions to consider when initiating a process improvement strategy for your business. This is the most important key. All activities, actions, teams etc. need to be working on projects related to the overall vision or mission of the organization. Major improvements come from a project by project improvement approach. The purpose of this group is to oversee the various process improvement teams and projects within the organization.