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Value-added activities Information flow
Figure 1.1–Process-based quality management system model Practice shows that the desired results will be achieved effectively when resources are
resources and related activities are managed as a process. A process is a sequence of events that transforms inputs into outputs. Therefore, for a process to be meaningful, it must add value.
In a hotel the input of one process is the output of the previous process and all the processes in a hotel form a set of processes. Managing the operations of a hotel is actually managing the processes and the relationships between them, managing these sets of processes well along with ensuring the inputs received from suppliers to external customers. Operating in a volatile environment, leaders need to be concerned with what the market needs rather than what the hotel has. The leader with the management responsibility needs to focus more on establishing the right processes from the beginning, which must be in contact with the environment where the customers are.
and internal processes related to the operation of hotels. Increasing customer expectations require management to meet them by providing high quality services to maintain the organization at a competitive advantage. It can be seen that service quality is based on what customers perceive. Customers usually know the level of service that satisfies their needs. On the hotel side, the process of production and service delivery must be managed to maintain competitive advantage. It can be seen that the difference between what actually happens and what could happen from the customer's point of view. Customer requirements are the input but the actual output is rarely successful and some minor adjustments are always required. Customers may indicate that the level of service provided to them is within the acceptable range and not beyond their expectations. If external, appropriate changes or an audit of all processes is required to achieve the stated requirements. Leaders review input results through feedback to make appropriate adjustments to achieve the hotel's overall goals.
1.2 BUILDING A DOCUMENT SYSTEM ACCORDING TO ISO 9001:2000 IN CONNECTION WITH THE HOTEL .
Depending on specific conditions and organizational capabilities to build documents according to the quality system, the following three levels must be implemented:
CL Notebook
(Level A)
Process procedures (Level B)
Instructions for working on forms and reports
(Level C)
Describe the quality system equivalent to:
Applicable standards
Quality policy, objectives of the organization
Objectives of each element of the quality system
Describes the tasks and activities of the functional units that implement the elements of the quality system.
Detailed documentation for performing the work .
Figure 1.2-Documentation levels according to ISO 9001:2000. Figure 1.2-Documentation levels according to ISO 9001:2000
1.2.1 Quality manual
According to ISO 9001:2000 “a quality manual is a document that specifies an organization’s QMS”. Quality manuals can vary in detail and format to suit the size and complexity of the organization.
The quality manual includes:
- Quality policy: Is the overall goals and direction of the organization related to quality as formally expressed by the management.
- Quality goal: Is the pursuit, aiming at a certain goal of quality.
- Responsibility and authority: responsibility is a duty assigned to someone to be performed. Authority is the ability or power to force others to obey, the person with authority is the person who has the right to command or make the final decision.
- The quality manual is the most important document that explains how an organization implements ISO 9001:2000.
- Purpose of the quality manual:
- Inform about the organization's policies, procedures, processes and requirements.
- Implement effective quality systems.
- Helps improve control, facilitates quality assurance
- Provide documents as a basis for evaluating the quality system.
- Ensure continuity and requirements of the quality system when the situation changes.
- Training staff and employees according to quality system requirements.
- Demonstrate the conformity of the quality system to customer requirements.
Presenting quality systems for external purposes.
- Main content of quality manual
- Name and scope of application
- Table of contents of the quality manual.
- Introduction to the organization
- Quality policy and objectives of each component unit. Description of organization, responsibilities, and authority of each department and individual.
- Describe the elements of a quality system.
- Special definitions and nouns with different meanings. A guide to the quality manual.
- Appendix (documents, data sources)
- Quality handbook writing method
- Method 1: Present a series of standards, convenient for customers and experts but the disadvantage is that it is difficult to actually perform the work. This method can only be applied to small companies.
- Method 2: Follow the work flow in the company and give a reference time suitable for the factors in the quality system.
1.2.2 Business process
- According to ISO 9001:2000 "Procedure is a specific way to carry out an activity or process".
- Procedures must be meticulous, concise, easy to understand, and implementable, including the following contents:
+ Organization name.
+ Name of procedure process.
+ Symbol.
+ Number of issues.
+ Date of issue.
+ Number of pages.
+ Drafter and title.
+ Inspector and title.
+ Approver and title.
+ The content of the procedure may include: purpose, scope of application, definitions and abbreviations, related documents, content, forms, and records.
1.2.3 Work instructions, forms, documents .
For large enterprises, procedures and processes group a number of jobs in a specific order to achieve a predetermined goal of a certain task. Work instructions describe in detail how to perform a specific task. However, in small and medium enterprises, work instructions can be included in procedures and processes.
Work instructions describe how work is to be performed. They typically address equipment, facilities, and operations such as drawings, process specifications, manufacturing instructions, inspection and testing specifications, packaging methods, and equipment calibration and testing instructions.
Before writing a procedure, you need to:
- Determine the human and material resources that will be needed.
- Plan for accurate implementation.
- What documents are available that are appropriate for the quality system we intend to build?
- Identify common contributions for reference.
- Find suitable layouts and document control rules.
- When drafting procedures, it is necessary to:
- Identify the current key work group tasks being performed in the business.
- Identify the procedures that must be drafted to comply with ISO 9001:2000.
- How many procedures need to be drafted?
- How to put them together? Divide the process procedures logically to easily maintain the quality system structure.
- What is the writing style so that readers can understand easily and accurately?
- Who is the drafter, who is the executor?
According to ISO, when drafting work instructions, the questions of the 5w,1h rule (what, why, where, when, who, how) must be answered, specifically:
+ “what”: what to do?
+ “why”: why do?
+ “where” : where do you work?
+ “when”: When?
+ “who”: Who does?
+ “How”: How to do it? 
Application form
- A form is a type of document that has been drafted by departments in a business in a pre-printed form, when used, just fill in the blanks. A form can be a chart (such as a chart), table (such as a statistical table), card (such as a warehouse card), or voucher (such as a warehouse receipt or delivery voucher).
- A dossier is a type of document that is not a type of evidence, but a document that announces the results achieved or provides evidence of the activities performed. A dossier is often used to explain and demonstrate activities.
1.3 BUILDING HOTEL BUSINESS DOCUMENT SYSTEM ACCORDING TO ISO 9001:2000 .
1.3.1 Flowchart for building a quality documentation system according to ISO 9001:2000 .
1. Identify needs. 2. Plan documents. 3. Compile documents.
4.Sign and approve documents 5.Issue and distribute documents.
6. Document control.
Step 1 : Identify needs.
Recognizing needs means we have to research, investigate and find out from there to know what customers need. Thus, based on that, we will offer products to satisfy customers' needs. Because needs are always fluctuating, the quality and variety of products are always fluctuating according to time, space and conditions of use. Therefore, we always need to be flexible to offer suitable products.
Step 2 : Document planning.
The main job of documentation planning is to develop standards, but there are also a number of other tasks.
- Review (revise, replace) standards.
- Propose plans to develop and review standards.
- Comment on draft standards of other relevant technical committees.
- Participate in the activities of technical committees at higher or lower levels.
Step 3 : Prepare documents.
Any group or individual in the standards organization can propose a standard topic. In the ISO organization, any ISO member country can propose an ISO standard topic, in the company any department (marketing, design, supply, quality control, warranty, ...) can propose to develop a company standard. The draft proposal is the first draft of the standard. This draft can be drafted by the person (organization) proposing the standard topic and submitted to the technical committee. If the standard topic is approved without a draft proposal, the technical committee must appoint a working group to draft this draft proposal. The draft technical committee will be sent out for public comment. Usually there will be an announcement in the mass media so that interested people can receive the draft technical committee if they want. A period of time (long or short depending on the specific procedure) is also set for everyone to send comments to the technical committee. These comments will be considered and, if correct, may be added to the draft.
One thing to keep in mind is that the documentation should be appropriate to the size and technical level of the organization. Avoid too much documentation that leads to bureaucracy or too much that you don’t know how to apply.
Step 4 : Sign and approve the document.
Conformity assessment is used to provide assurance to regulatory authorities and consumers that requirements have been fulfilled. As a result, conformity assessment can reduce potential disputes over regulations or product quality.Conformity assessment against voluntary standards is becoming increasingly important due to globalization and the expansion of world markets. As it allows consumers to choose products with confidence, certification of management systems serves as a form of assurance that a company will provide a product or service that meets the buyer's requirements. Customers also want suppliers to have assurance that the quality has been tested and verified to conform to a widely recognized standard.
Step 5 : Release and distribute documents.
Standards can only be applied when people know about their existence, it is necessary to use all forms to widely publicize the list of current standards. This must be done as soon as the technical committee is established, selecting the topic for developing standards until the standards are issued. After completing the draft, the standards department must prepare documents for submission to the standards. The documents include: the proposal to develop standards, draft standards, explanatory notes, comments, minutes of discussion meetings, the final draft; the standards need to be approved by the highest level of management. After approval, the standards are assigned a number in the registration book, announced and distributed to relevant departments of the company.
Step 6 : Document control.
- Quality control: with the aim of screening and eliminating unsuitable products, products that do not meet needs, and products of poor quality, in order to have products of good quality to meet customer needs.