By John H. King and Ronald F. Cichy
Pearson-Prentiss Hall, Upper Saddle River
New Jersey, 2005, (softcover)
Quality improvement programs have been widely implemented in the hospitality industry over the past decade, but few books on the subject have been written by individuals with experiences like that of John King.
As CEO of a major regional contract company, King knows firsthand the challenges of satisfying the myriad of expectations that come from internal and external customers, and was an early proponent of using TQM in hospitality. King, along with Dr. Ronald Cichy, has taught college courses on the subject at Michigan State University.This book was developed both as a text for the classroom and as a guide for working professionals who want to bring more sophistication to their quality management efforts. The book offers clear descriptions of classic TQM methods and techniques, but unlike traditional texts, rounds that out with practical case histories taken from actual operations in clubs, healthcare and B&I.
He offers real-life surveys,forms, "balanced scorecards" and other tools to measure and track quality improvement in the hospitality environment. Add a sound discussion of how companies can address "quality of life" issues in hospitality, and you have a real contribution to improving the quality of our entire industry.