The market is constantly developing and changing. For enterprises, it is very necessary to do a good job in product quality management in the process of enterprise development. Then, facing the ever-changing market, enterprises must learn to change their own quality management methods to meet the development needs of the social market, and how to realize quality management innovation is the key point.
First, the key points to achieve quality management innovation
1, quality management should be innovative.
The flattening of organizational structure. With the development of information and network technology, the emergence of local area network, database and management information system has objectively weakened the role of intermediate management and made it possible to simplify the management level. The simplified management of reducing layers and expanding areas enables middle managers to stand on a higher level, fully and effectively apply quality management system tools and combine scientific management methods to improve work efficiency, complete various tasks systematically and cooperatively, and realize the overall goal of the unit. It is also helpful to form the service management concept of "the middle layer serves the grassroots, the grassroots pays attention to implementation, and all levels communicate effectively and share information".
2. The quality management mechanism needs innovation.
Competition is the driving force to improve market efficiency, and of course it has also become the source of improving quality. In the socialist market economy, enterprises are the main body of quality management innovation, so the quality management mechanism must be innovated, and external forces such as the government must create a good external environment for enterprise quality management.
3, the concept of quality should be innovative.
The practice of quality management is constantly enriching and developing the practice of quality management. The connotation of quality develops from meeting standards to satisfying customers, and then pays attention to differentiated competitive quality. The field of quality has expanded from the quality of products and services to the quality of work, process and system, and then to the quality of operation, economic growth, environment and development. The importance of quality has been paid more and more attention. The quality of products and services has become the core and bottom line of creating value, the primary focus of international market competition, the top priority of enterprise management and everyone's moral code. Improving quality is the responsibility of enterprises, society, the state and the whole society.
4, quality awareness should be innovative.
Firmly establishing quality consciousness is the ideological basis for the survival and development of enterprises. To innovate quality consciousness, we must strengthen quality anxiety consciousness. If enterprises do not have a strong sense of quality worries, they will be slow to respond to fierce market competition, and over time, enterprises will inevitably decline. To innovate quality consciousness, we must strengthen quality legal consciousness. The country's main means of quality management and regulation is to make up for the defects of the market and curb the side effects of the market through laws and regulations. In this regard, every enterprise manager should clearly understand and seriously abide by it, meet the requirements of customers and relevant laws and regulations, strictly abide by the law, act in accordance with the law, trade fairly, accept supervision, and achieve the purpose of quality and efficiency through proper competition means; Quality activities should be carried out in accordance with the provisions of the quality system documents approved and issued by the top managers, so as to fundamentally eliminate irregular behaviors and make enterprise management move towards an orderly and benign state of rule of law.
Second, how do hotels achieve quality management innovation
1. Analyze the innovative factors of quality management and establish the innovative consciousness of quality management.
Hotels exist because of the market, and their purpose is to attract guests and ultimately create profits and value, which is the first threshold that hotel managers must pass. As a hotel manager, we should attach great importance to the establishment and management of customer relationship and be good at applying the 28 Law: 80% of the hotel's profits come from its 20% valuable customers. Therefore, hotel managers should accurately identify the hotel's customer value, identify key customers and test customer loyalty.
Hotel managers should carefully design service processes, create a valuable service atmosphere, and create a unique hotel experience of "exquisite but not extravagant, elegant and not expensive, comfortable and not extravagant" for guests.
At the same time, managers should affirm the dignity of employees and respect their labor, such as designing a warm word "thank you for your hard work" on the salary slip, so that employees can receive continuous training, create an open working environment and care about their physical and mental health. In selecting, employing, educating and retaining people, hotels should not only adhere to the "excellent" strategy of having both ability and political integrity, but also strive to make rational use of people, learn to gradually change from choosing the right person to putting the right person in the right position, encourage and support the value and performance of employees, and reward and reward their outstanding performance and behavior.
2. Analyze the elements of guest satisfaction and do a good job in hotel quality management innovation.
Guest satisfaction refers to the degree to which guests think their requirements have been met. Man is the most active factor in productivity. The hotel has always attached great importance to the construction of staff and quality training, and regards staff training as the basis and strong guarantee for doing a good job. We can constantly teach hotel management knowledge and management methods to managers at all levels through various forms to help managers improve their management ability; At the same time, the training of employees. From the first day of employment, pre-job training, induction training, basic operation skills training, internship, inspection period, etc. In terms of old employees, targeted intensive business training has also been arranged to continuously improve employees' operational skills. In addition to professional knowledge training, the hotel also invites the leaders of the fire department and the public security department to teach the employees fire knowledge and accident cases to enhance their safety awareness and emergency handling ability.
3. Use scientific and technological means to improve management.
The hotel also pays attention to the construction of information feedback system to build the hotel brand. First, open the hotel network information system, improve and perfect the workflow and operating procedures of each position. It is conducive to the smooth flow of information in the foreground and background, and ensures that the information of the guests can be fed back in the first time. Second, the hotel has its own special website, which can let the whole country and even the whole world know and know Nanyang through online communication. In addition, the hotel has added a digital camera to provide free photo service for various conferences, wedding banquets and school banquets. , and sent the photos to the network in time, which was well received by guests from all walks of life.
4. Provide personalized service for customers.
The personalized and characteristic service of the hotel is outstanding. First, the service items are star-rated standards. According to the needs of the guests and the actual situation of the hotel, table tennis room, chess room, billiards room, library and other items are set up for the guests, and facilities and equipment such as room mini-bar, health weighing scale, and safe deposit boxes for guests' belongings are added. Second, pay attention to cultivating the service consciousness and ability of service personnel. According to the basic responsibilities of different departments and under the premise of good management and supervision system, hotels give employees certain independent rights, thus improving service quality.
The enthusiasm and initiative of employees make employees truly feel that they are the owners of the hotel and take the initiative to provide services.
5. Incentive mechanism and employee growth
The store makes me proud, sharing weal and woe with * * *. Nanyang Garden Hotel adopts incentive mechanism to induce employees to be positive. The starting point is the same, and the end point is open. You can set up a ladder with your own achievements, thus bringing opportunities for self-realization to every employee. The chief financial officer of the hotel was promoted from the position of manager of finance department. He has not only made achievements in the establishment of hotel financial rules and regulations, the establishment of post personnel, but also done a lot of work in training employees and urging accounts receivable to be in place. In view of the phenomenon of signing orders in Wuxue catering consumer market, he adhered to the company principle.
Third, innovate the quality management methods of resorts.
1, providing services with the concept of humanization.
The development of China's holiday industry tends to be diversified, and the influence and guiding trend of high-end holiday groups on the development of holiday industry is becoming more and more obvious. Groups above the middle class account for an increasing proportion of the whole holiday group, and there is an increasing demand for "personalization" and "humanization" of holidays. Humanized care and "one-stop" service have become the best weapons to attract and retain guests in tourism real estate.
2. Innovative management mechanism and mode.
"Innovation is the soul, and norms are the foundation". The objects of management innovation in holiday tourism real estate are: system management, quality management, benefit management, product management, service management, marketing management and green management. , forming a management model with characteristic culture.
3. Implement brand strategy.
With the rapid development of market economy, the competition between holiday tourism real estate has changed from price competition, quality competition and scale competition to brand competition. Holiday tourism real estate enterprises can realize the collectivization and chain expansion of holiday tourism real estate operation through brand strategy, so as to rapidly expand the market and business fields.
Expanding knowledge: the principles of "three inspections" and "three noes" in quality management
The basic requirements are:
1. Non-conforming products are not accepted.
Non-acceptance of unqualified products means that employees check whether the products passed before are qualified according to regulations before production and processing. Once problems are found, they have the right to refuse to accept them and feed them back to the previous process in time. The personnel in the previous process need to stop processing immediately, trace the reasons and take measures to find and correct the quality problems in time and avoid the waste caused by the continued processing of unqualified products.
Second, do not make unqualified products.
Not manufacturing unqualified products means that after accepting the qualified products of the previous route, the operating specifications are strictly implemented in the processing of this position to ensure the processing quality of the products. Make full preparations for inspection and confirmation before operation; Pay attention to the process conditions in the operation with wild birds, avoid or find anomalies early, and reduce the probability of producing unqualified products. Adequate preparation and confirmation in the process is the key to not making unqualified products. Only by not producing defective products can it be possible not to flow out and not to accept defective products.
Third, there is no outflow of unqualified products.
Non-conforming products do not flow out, which means that employees need to check and confirm the product quality after completing the processing of this process. Once the defective products are found, they must be stopped in time, cut off the defective products in this process, and complete the disposal and preventive measures of the defective products in this process. This process should ensure that qualified products are delivered and rejected by the next process or "customer".
Key points of implementing 1 and three noes principles
First, who is responsible for manufacturing.
Once the product design and development are completed and the process parameters are clear, the quality fluctuation of the product is a problem in the manufacturing process. Everyone's quality responsibility begins with the acceptance of the qualified products in the previous process, and it is the biggest task of employees to standardize the operation and ensure that the product quality in this process meets the requirements. Once defects are found in this process or bad information is received from subsequent processes, employees must immediately stop production, investigate the reasons, take countermeasures and be responsible for product quality.
Second, whoever does the inspection.
The producer of the product is also the inspector of the product, and the inspection of the product is only a link in the production process. Only by checking and confirming that the production is qualified can the qualified products flow into the next working procedure. Through self-inspection, the operator can know more clearly the state of the processed products in this process, which is conducive to the continuous improvement of the processing level and product quality of employees.
Third, the standardization of work.
From the design and development of products and the setting of process parameters, it is necessary to standardize and standardize all the operation steps and details in the operation process, and make them constantly perfect. Every employee must also strictly carry out standardized operations. Standardization is the best working method in this process and the only way to ensure the consistency of product quality. Otherwise, many defective products can't be found, and the "three noes" can only create confusion, but not quality.
Fourth, all inspections
No matter what form it takes, all products and all processes must be inspected by operators.
Verb (abbreviation of verb) process test
Quality is made by operators. If an inspector is arranged outside the working procedure to inspect or repair the product, it will cause waste, and will not improve the operator's sense of responsibility, and will tolerate the operator's indifference to the quality of its products.
Sixth, the production is not good.
Once defective products are found in the process, operators have the right and responsibility to stop production and take timely investigation and countermeasures.
Seven, current processing
In the production process, when nonconforming products appear, the operator must change from the production state to the investigation and handling state, immediately stop the operation, promptly confirm the on-site factors such as people, machines, materials and law rings that produce nonconforming products, investigate the "real murderer" who caused nonconforming products, and deal with them in time.
Eight, poor exposure
Any defect in the production process must have its inherent reasons. Only by truly solving every cause of defects can we control the manufacture of unqualified products, realize zero defects and truly satisfy customers. Therefore, for the occurrence of defects, not only the operator should know, but also the management, quality control personnel, design and development personnel should know, and everyone should carefully analyze the countermeasures and jointly improve the operating standards, instead of simply reworking or scrapping the unqualified products by the operators themselves; Otherwise, the same problem will appear next time.
Nine, foolproof, error prevention
The quality of products cannot be guaranteed by the responsibility of the operators. Everyone will be emotional, lazy, lucky, and disturbed by some unexpected factors, which will cause fluctuations in product quality. Therefore, it is necessary to design and use the foolproof and error-proof device as scientifically as possible to prevent negligence. At the same time, in the field management, we should carefully manage the details, try our best to put the work ahead, make a comprehensive plan, make full preparations and precautions in advance, reduce all kinds of differences and changes, and control the quality within the required range.
X. Management support
Operators bear the responsibility of product quality, but managers should bear the responsibility of defective products, because the duty of on-site managers is to help employees solve problems. When employees find problems and report them, as on-site managers, they should appear at the scene at the first time to jointly investigate and deal with the problems. If we just rashly shift the responsibility to the operators, it will not completely solve the problem of unqualified products, and it will easily lead to confrontation between management and employees. Therefore, in order to guide employees, prevent problems in advance, analyze problems, investigate problems and solve problems with employees, it is necessary to equip employees with the necessary resources and facilities to help employees relieve their worries in life and work. In short, only when managers become the strong backing of employees can the "three noes" be truly implemented in production.
2. Three inspection principles: self-inspection, mutual inspection and special inspection.
Three-inspection system is an inspection system combining self-inspection by operators, mutual inspection by operators and special inspection by full-time inspectors.
1. Starting from purchasing:
Establish strict raw material inspection system and working methods, and do not accept defective products.
2. Production according to technical standards and technological requirements:
The technical department must put forward technical standards and process requirements, as well as relevant drawings before delivery, and organize all employees to study. Technical standards that only technicians know are meaningless standards. Wrong drawing is the most terrible defect.
3. Implementation of product inspection support standards:
It means that good products are produced, not tested. Piece management and quota management, if there is no quality inspection management in the production process, quality standards can not be effectively guaranteed. Irresponsible inspectors are the main reason for the flow of defective products.
4. Mutual inspection of production process:
The last responsible process is responsible for the next responsible process-no defective products are produced. The next responsible process will supervise the previous process-not accepting defective products.
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