Control charts, Pareto diagrams and cause-and- effect diagrams are tools used to measure quality in an organization. Pareto charts are used in the identification and prioritization of the quality problems which are to be solved (Milgate.
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Cause-and-effect diagram on the other hand can be used by the hotel to discover or evaluate all the possible causes of a quality problem (Paulk. Et. al. 2007). The cause-and-effect diagram or the fishbone diagram can be used to describe a problem even before they have a chance to begin. Therefore a hotel can use the fish bone diagram to depict a problem and especially before it launches any new product or service.
Control charts can be used by a hotel to determine whether its internal processes will produce a service or product with properties which are consistent and measurable (Weinstein et. al. 2006). If the process is not productive, then the hotel will be able to identify a quality problem. A hotel can use the above quality tools to identify a quality problem, identify the root causes and determine the efficiency of the internal processes.
Michael Milgate, (2004). Transforming corporate performance: measuring and managing the drivers of business success. Greenwood Publishing Group. pp 179
Weinstein, Larry and Vokurka R. J. (2006). ASQ Six Sigma Forum Magazine. Milwaukee: Vol. 5, Iss. 3; p. 26
Paulk, M. C. and Hyder, M. C. (2007). Common Pitfalls in Statistical Thinking. Software Quality Professional. Milwaukee: Vol. 9, Iss. 3; p
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