Title: The combined application of Quality Function Deployment and Pareto analysis for hotel services improvement

Authors: S.A. Oke, C.E. Ofiabulu, A.A. Banjo, O.G. Akanbi, F.A. Oyawale

Addresses: Department of Mechanical Engineering, University of Lagos, Room 10, Mezzanine Complex, Akoka-Yaba, Lagos, Nigeria. ' Department of Industrial and Production Engineering, University of Ibadan, Engineering Annex Building, Ibadan, Nigeria. ' Department of Mechanical Engineering, University of Lagos, Room 10, Mezzanine Complex, Akoka-Yaba, Lagos, Nigeria. ' Department of Industrial and Production Engineering, University of Ibadan, Engineering Annex Building, Ibadan, Nigeria. ' Department of Industrial and Production Engineering, University of Ibadan, Engineering Annex Building, Ibadan, Nigeria

Abstract: This paper discusses the combined application of Quality Function Deployment (QFD) and Pareto Analysis (PA) to hotel services. This paper improves the current quality management practices in a case study hotel. This results into increased customer patronage and improved hotel profit margin. PA is applied as a prioritisation tool for the purpose of financial investment decision. The study may be applicable to other hotels. It could also significantly affect the goodwill of the organisation as well as its profit margin. This paper is new, in that it appears to be the first application of Pareto cum QFD principles in hotel services, and a new way of prioritisation and quality improvement in hotels systems.

Keywords: quality improvement; quality function deployment; QFD; quality of service; QoS; house of quality; HOQ; Pareto analysis; customer patronage; hotel services; quality management; financial investment; investment decisions.

DOI: 10.1504/IJPQM.2008.016567

International Journal of Productivity and Quality Management, 2008 Vol.3 No.2, pp.241 - 262

Available online: 11 Jan 2008 *

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