Improvement On The Customer Complain Of Hotel Industry In The Quality Management System

Improvement is the core requirement of quality management system, while quality management system is the center of continuous improvement, and the continuous improvement of hotels is to improve customer satisfaction, which is to continuously improve internal management, increase the core competitiveness of the hotel, and increase profitability. This research adopts the method of case analysis, documents review, research and statistics, focusing on the method of customer satisfaction improvement, aiming to improve the quality of hotel management system, and enhance market competitiveness,In an overview of current researches, we find that most researches that study customer satisfaction consider remedy service as the only means of customer complaint handling response. Although it is true the satisfaction of complaining customers restores after remedy service, complains still have happened. Customer complaint handling response should not be measured only by the degree of customer satisfaction. Management improvement, and the initial management and internal perfection on complain reduce and elimination should all be taken into consideration as a measuring standard.Based on the theory of service quality gap model, we attempt to identify and analyze the factors and reasons of service failure, and to build remedy service system. Combining with quality management system, build a continuous improvement mechanism. Analyze the positivity in a service failure. Promote customer complain mechanism. It’s the ultimate goal of hotel to continuously improve the key component in quality management, and improve customer complain problemsThe inevitable occurrence of service failure in hotel industry results in unceasing customer complains. An investigation in the reasons behind customer complains reveals a missing of quality improvement, which fails to solve problems from the root causes. It also reveals the problem in the quality management of hotel service that it lacks the means to solve problems fundamentally. Hence a process of customer complains remedy service should be build as a blueprint in handling customer complains. There are four steps and five perspectives involved in analyzing the reasons; build a unstandardized organization structure, execute emergency plan immediately when a problem occurs, handle it in accordance with generalized complain level standard, form a emergency team, the process only ends when the operation improvement is complete. A detailed analysis of reasons on the tools and methods are provided to help achieve continuous improvementWe take example from the nonconformities issued by a certification office in Beijing on three local hotels. We attempt to find the problems and solutions to the problems in the execution of quality management system through thorough investigation on the problems in the execution of continuous improvement system after analysis and classification. As a result of our effort and analysis of statistics, we find the main challenges are continuous project improvement and repeated occurrence, which are individual problems in the quality management system execution of the sample hotels as well as a general problem in the industryAt the beginning of the quality improvement of the quality management system, one should regulate and inspect all levels of quality management functions in the process of hotel quality management system in accordance with the ISO9001:2008 quality management standard, build identification and analysis framework of continuous improvement mechanism of uality management of the hotel. Analyze the audit cases, put forward internal remedy to strengthen remedy service, organize the service recovery process, standards and relevant requirements. The key to the conformity and effectiveness of quality management system lies in continuous improvement, which makes internal remedy the key elementThe real problem of hotel quality management, such as the frequent occurrence of hotel service failure, is the root cause of service quality events. Every hotel has quality management problems, and the establishment of a continuous improvement mechanism of effective quality management system. On reference to research at home and abroad, we propose the introduction of the automobile industry’s continuous improvement tool "8D" method for the formation of continuous improvement, as a new model, to promote the management level of quality management system in the whole hotel industryThe "8D" method in quality improvement comprises the following steps:identify and describe the existing and potential flaws, find and analyze quality management failures, determine root causes; list and find out the possible quality improvement plan; evaluate and select feasible quality improvement program:implement quality improvement programs, verify and evaluate effect. Discusses the application of the quality management system "8D method", realize the method can help the hotel and management to identify and solve problems, to prevent recurrence Implement "8D method" and utilize corrective/preventive methods in quality management system, implement quality improvement in the failure of service quality management reducing hotel customer complain, enhancing the core development ability. fake example from a hotel we attempt to identify and analyze a case of service failure in the hotel using "8D method". Determine and establish the process of improvement methods of hotel quality management failure, in order to help the hotel to correct and prevent service failure in quality management, prevent customer complain, reduce customer complain, reduce the potential risk in the quality management process, maintaining the effective operation of the quality management system of the hotel,A relatively high customer satisfaction is important to a hotel, but not determinate. Analyze and identify other hotels that might have fallen behind, the indicators of customer. We suggest a hotel should choose its own methods to improvement customer satisfaction based on their condition of operation. It should build prevention and improvement mechanism. Pay attention to statistic analysis; follow the "8D" method in building improvement mechanism.