识别和确定酒店部门质量管理体系的关键过程

IF 0.6 Q4 MANAGEMENT

International Journal of Services Technology and Management Pub Date : 2007-06-05 DOI:10.1504/IJSTM.2007.013946

V. P. Robaina, T. F. E. Rodriguez

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引用次数: 1

摘要

为了响应识别和建立质量标准(ISO 9001, EFQM)所涵盖的过程的战略价值的需要，本工作提出了一种方法，该方法将基于资源的观点(RBV)与“基于过程的方法”相结合，使关键过程及其对质量体系管理的重要性得以识别。这种方法适用于酒店部门，它允许与西班牙旅游质量Q标准的标准进行比较，并对提案进行验证。在这方面;已经确定了三种类型的过程:主要过程、补充过程和支助过程。

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Identifying and determining the key processes for quality management systems in the hotel sector

In response to the need to identify and establish the strategic value of the processes covered by the Quality Standards (ISO 9001, EFQM) this work proposes a methodology that combines the Resource-Based View (RBV) with the 'process-based approach' that enables the key processes and their importance to quality system management to be identified. This methodology is applied to the hotel sector, which allows a comparison to be made with the criteria of the Q Standard of Spanish Tourism Quality and the proposal to be validated. In this respect; three types of processes have been identified: principal, complementary and support processes.

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来源期刊

International Journal of Services Technology and Management MANAGEMENT-

CiteScore

1.10

自引率

0.00%

发文量

期刊介绍： IJSTM addresses services innovation, services technologies and management, as well as the role of the supply chain, logistics and other related topics. Services cover a wide range of operations and functions, such as human aspects of healthcare, and technological aspects of public services design and management, as well as services provided by the manufacturing sector, information services and the associated cultural, ethical, legal and political aspects; electronic commerce; globalisation in services; and market innovations in services etc. Topics covered include: -Services technology, management and technology management: policy, strategic and operational issues -Services and innovation- Information technology and communication in services, e-commerce- Supply chain management- New developments in marketing and retailing- Human resources and development in services- Customer care- TQM, services quality- Distribution and logistics- Ecologically driven services- Economics of services- Services in society, ethics and culture- Technology related to tourism services and transport- Technology serving scientific research and high-tech industry- Medical, recreational and health tourism