Subject : PA 514-TOTAL QUALITY MANAGEMENT Summer 2019: May 5, 2019 to July, 2019

Name : Camille B Abraham MPA 2-B

Chapter No. and Topic: Chapter 1- Introduction to Total Quality Management

Quality Case No. and Title: Quality Case 1- Service at the Excellent Hotel

Date of Chapter Report: May 19, 2019

Date Submitted: May 26, 2019

RUBRICS: MY SCORE PERFECT SCORE

COMPLETENESS/CONTENT ___________ 30 points

PRESENTATION/FORMAT ___________ 5 points

PROMPTNESS ___________ 15 points

TOTAL ___________ 50 points

EQUIVALENT ___________

QUESTIONS:

1. In what particular quality level does the problem of Mr. Brey Ong occurred? Explain.

People who travel often know that hotel service isn't always as seamless as they've grown to
expect. Furthermore, people who do travel a lot tend to notice some things that regular
customers maybe wouldn't. Hotels that do everything in their power to prevent common
problems from occurring have a better chance of retaining their customers and keep an
undamaged reputation. It's vital for hoteliers to know how to deal with every situation and
train their staff to be up to the task if any of the problems occur. In this case, the quality levels
that the problem of Mr. Brey Ong occurred was the quality of service of the hotel, their
process and also the individual involve (staff). Problems are; not availability of the check-in
service room because their connecting flight was delayed, so they did not arrive at their final
destination at the airport, and Mr. Brey assumed that he would be able to secure their room
while waiting for the luggage , man power, Skilled labour shortage, staff turnover and
Irregular working hours ; the problem is that they waited for so long 20-30 minutes since
there is only one front desk on duty because one of the front desk clerks was apparently
going off duty, and when he ask for assistance with their luggage no one staff is available at
that time, and another problem is with their room because the door would not open.
 2. How should quality be defined in a hospitality industry like a hotel? How would you
assess the quality of Excellent Hotel? Describe briefly.

We all know that the service quality plays an important role as a driver for higher customer
satisfaction level in hotel service and other industry. Managers would focus on Empathy,
Reliability, Responsiveness, and Assurance to achieve high degree of customer satisfaction
which leads to customer loyalty and business profit.

It is the extent of how well a service provider can meet or exceed its customers’ needs and
expectations.

There is difference between perceptions of service delivery and expectations of guests

regarding the service quality of hotels. In others words, the expectations of customers have not
been fulfilled in all the dimensions of service quality. In this case the service quality is negative
for all the dimensions: tangibility, reliability, responsiveness, assurance, and empathy. So, the
managers should understand the guests’ expectation and standardize relevant services with
their expectation. The hotel management should set the proper standards and support them
with necessary resources and facilities and to minimize gaps in cooperation with the staffs to
establish an organizational culture so that all would comply with the service quality rules and
standards. The quality and quantity of services in different seasons should also be evaluated to
identify the present deficiencies on the basis of quests expectation and perceptions, enabling
them to remove deficiencies and to improve the quality.

3. What proposals should Gilda Serra recommend to the general manager considering the
complaint of Mr. Ong? Discuss

The work that comes with hotel management is not always easy. Hotel managers are often
forced to juggle a number of tasks at any given time from making sure that the books are
balanced to ensuring that everything is running smoothly. The whole purpose of the industry is
to keep customers happy. But the margins are now decreasing. Keeping customers happy is not
enough anymore. As a Hotel Manager, you need to find ways to delight customers now .You
would need to find a way to bridge the gap between perception and actual delight. Gilda Serra
should recommend the General Manager:

Tangible: the appearance of hotel and hotel staff, physical facilities at hotel/rooms, visual
materials for customers.

- Reliability: hotel’s ability to perform services accurately and on time right at the first time.

- Responsiveness: hotel’s willingness and flexible to serve and help customers.

- Assurance: hotel’s ability to build trust in customers about hotel services, hotel staff’s
knowledge and skills.

- Empathy: hotel’s attentions and cares to each individual customer.

Service quality measures how well the delivered service could match customer’s expectations
while delivery service quality refers to meeting and satisfying customer’s expectation consistently
and positively.

Conclusion

In today's world words travel faster than light, so sometimes it'll happen that the whole
TripAdvisor community knows about an issue before it even reaches the reception desk. This is
why it's better to prevent any problems than to be ready to solve them, though both are
extremely important. By tackling these common issues you'll have a better chance of giving your
guests an unforgettable experience and they might just come back to you the next year.
Subject : PA 515-PROGRAM ADMINISTRATION AND PROJECT MANAGEMENT

Summer 2019: May 5, 2019 to July, 2019

Name : Camille B Abraham MPA 2-B

Chapter No. and Topic: Chapter 1- Project Management in Today’s Time

Quality Case No. and Title: Quality Case 1- The Unpleasant Meeting of XYZ Company

Date of Chapter Report: May 19, 2019

Date Submitted: May 26, 2019

RUBRICS: MY SCORE PERFECT SCORE

COMPLETENESS/CONTENT ___________ 30 points

PRESENTATION/FORMAT ___________ 5 points

PROMPTNESS ___________ 15 points

TOTAL ___________ 50 points

EQUIVALENT ___________

Case Questions:

1. Do you agree with Ms. Gilda Ching, the President that the rate of five failed projects out
of ten is a bad record and is really alarming? Why?

Yes, because this can be devastating to a company and the developers and also lead to
incomplete results or even a catastrophic crash. But project managers can learn as much, if not
more, from failed projects as they can from successful ones. What good can come from failure?
A lot, actually. Sometimes a project reaches too far beyond its means and fails, which is
unfortunate, but can also serve as a teaching moment. If project managers don’t learn from their
mistakes, then they’re not growing professionally and will revisit the same problem in future
projects.

2. Is it really dangerous for a project manager to recommend for termination a project in the
early phase of the project life cycle? Defend your answer.

Yes -since it causes frustration for those stakeholders who sincerely believed - and in most
cases still believe – that the project could produce the results they expected, or still expect. The
project manager and his or her team members, very important stakeholders of the project as
well, will feel that they personally failed. They also will be scared of negative consequences for
their careers; their motivation and consequently, productivity will decrease significantly.

No-due to technical grounds that impede achievement of core goals.

3. Who if there is anyone, should the failure be attributed in this case? Explain.

We all know that project is a task or a job that has an output. Project is considered
to be successful or a failure after the project is completed or cancelled. When we see this word,
leader, we usually think, the project manager. However, the people at each management-level
have a responsible to ensure that the project is successful.

Who wants to admit to their failure – certainly not to your boss or company head. Yet failure still
happens. We could even say that it’s rampant especially when it comes to ill-defined projects.
That’s why it’s so important to evaluate your project at the start. Closely examine all, road-
blocks, hurdles, hills, detours, potholes, manholes or even an angry flock of birds. I think you get
the point. Before starting your project, knowing exactly what lays ahead lets the project
manager, team, and client mitigate associated risks.

4. Why do you think highly talented resources can over think a certain project to the point
of searching for complex solution rather the simple one? Give details.

Highly talented resources can over think a certain project to the point of searching for complex
solution rather the simple one because for them that’s usually the option with the most
assumptions and regressions. As a result, when they need to solve a problem, they may ignore
simple solutions — thinking “that will never work” — and instead favor complex ones.

Problem we are facing is we still not clear with fundamentals and hence we require complex
stuff to explain things, once fundamentals are clear ,we might get simple and clear view.

5. Do you think having majority of project managers being engineers has contribution to the
failure of some projects? Justify.

Yes- Successful engineering projects rely more on non-technical skills than technical skills. It’s
not that the technical skills aren’t important – they are. One can’t design a building without
knowledgeable, skilled structural, and fire engineers. An airplane isn’t safe unless there are
skilled aeronautical engineers involved. You can’t rely on the quality of electricity unless there
are smart electrical engineers involved.

The project a skilled engineer might be working on, however, won’t be successful unless there
is an equally skilled project manager involved leading and managing the engineering project.

While there are smart, talented engineers involved in engineering projects that go sideways,
why do these projects still fail?
Because engineering projects aren’t just about technical issues and rational factors, they are
often more heavily influenced by non-technical and emotional factors.

6. Is a follow-on meeting necessary? Should all project managers have to attend?

Yes- Does anyone realistically believe a project can run smoothly and successfully, if the
key role of project manager is staffed by someone sinking in action items derived from
meetings? The answer is No. You can't just skip meetings. Because if you did, you
would violate a fundamental expectation and requirement to be a successful project
manager... you need to be on top of things and aware what is going on as it pertains to a
project.

A Project Manager adds value to a project by planning, making meetings occur that
need to occur, and ensure those meetings are attended by the right parties, and
minimized as much as possible. A Project Manager keeps on top of everything and picks
the right time and right level to get involved. They should always be on the look at for
external dependencies and risks that could impact the project and change it's course.
They need to "protect" the project, and shield the project team from distractions and
external influences unless absolutely unavoidable.