Product Quality Management In Tourism Industry

KESRI TOURS AND TRAVELS

DAKSH BAPNA ROLL NO – 2 SYBMS – A

Quality and Quality Management

▪ The quality of a product or service is its ability to satisfy the needs of the consumer

▪ Quality management covers all the activities undertaken to satisfy the needs of the consumer.

Quality in tourism ....

. . . the result of a process which implies the satisfaction of all the legitimate product and service needs, requirements and expectations of the consumer, at an acceptable price, in conformity with the underlying quality determinants such as safety and security, hygiene, accessibility, transparency, authenticity and harmony of the tourism activity concerned with its human and natural environment.

Quality and visitor experience

Attractions Accommodation Food Environment Local people Other 

Visitor experience

Satisfaction and loyalty

Management of tourism service chain

Before On the spot After

Informa- Local Accom-Trans-

Enter- Journey

Post-vaca-

tion/ Reser- Journey informa- Food Activities tio n g o o d w ill

modation port tainment home

vation tion acivities

= Critical incidents

Demmings 14 Principle

▪ Constancy of purpose – customer value. KESRI TOURS & TRAVELS Create constancy of purpose toward improvement of product and service, with the aim to become competitive and to stay in business, and to provide jobs.

▪ Drive out fear - bring in trust so that everyone may work effectively for the company. KESRI TOURS & TRAVEL Sis best example for it as it keeps its employees bonded with their happiness

▪ Improve Constantly and forever the system of production and service, to improve quality

KESARI TOURS

Strawberi : A division of Kesari, caters to the needs of the individual traveller. These are customized or tailor-made holiday packages created for you, 'As you like it', to destinations worldwide.

Kesari MICE: A division of Kesari caters to the corporate travel needs of companies mainly for Meetings, Incentives, Conferences and Exhibitions.

Happy Hours: This division of Kesari, created with the idea of giving an opportunity to every Indian, with a budget constraint but a passion to travel, within India and around the world. These cost-saver tours are becoming very popular since the past few years.