Download - 3417 Quality
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INTERNATIONAL MARKETING
MKTG3417
Tourism Marketing
hosted by
The City of North Bay
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Perceptions
Form Groups
Pool Notes about Perceptions of NorthBay as a travel destination before you
traveled
Each Group Presents to Client
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Product Quality
What is quality?
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Quality is
the ability of a product
to consistently meet or exceed
customer expectations.
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A. Introduction
Product
Good Service
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Product includes Goods and Services
Remind me of the differences between
goods and services
Intangible
Perishable
Variable
Inseparable
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Quality: The Basics
1. Dimensions of Quality
2. Determinants of Quality
3. Consequences of Poor Quality
4. Costs of Quality
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1. Dimensions of Quality - Product
Performance
Aesthetics
Special Features
Perceived quality
Reliability
Durability Service
Safety
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3. Examples of Quality Dimensions, ProductsDimension Example
1. Performance Everything works; ride handling, leg room
2. Aesthetics
3. Special features
Convenience
High tech
4. Safety
5. Reliability
6. Durability
7. Perceived quality
8. Service after sale
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5. Examples of Quality Dimensions, ServicesDimension Example
1. Tangibles Were the facilities clean?
2. Convenience
3. Reliability
4. Responsiveness
5. Time
6. Assurance
7. Courtesy
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1. Determinants of Quality Design
Quality of Design: Characteristics designers specify for a
product or service
Conformity
Quality of Conformance: The degree to which goods or
services conform to the specifications of the designers
Ease of use
Good instructions and labels
Service after delivery Recall, repair, replacement, refund
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1. The Consequences of Poor Quality
Loss of business
Liability
Productivity
Costs
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1. Costs of Quality
Internal Failure Costs
External Failure Costs Appraisal Costs
Prevention Costs
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2. Costs of Quality Internal Failure Costs
Costs incurred to fix problems that are detectedbefore the product/service is delivered to the
customer. External Failure Costs
All costs incurred to fix problems that aredetected after the product/service is delivered
to the customer.
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3. Costs of Quality Appraisal Costs
All product and/or service inspection costs.
Prevention Costs
All TQ training, TQ planning, customer
assessment, process control, and quality
improvement costs to prevent defects from
occurring
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1. Total Quality Management
TQM: A philosophy that involves
everyone in an organization in acontinual effort to improve quality and
achieve customer satisfaction
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3. Total Quality Management (1)
Employee empowerment: Giving workers
responsibility
Team Approach
Decisions based on facts rather that opinions
Training
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A. Introduction
Quality is
the ability of a product
to consistently meet or exceed
customer expectations.
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A. Introduction
ProductGood ServicePerformance
Aesthetics
Special Features
Perceived quality
ReliabilityDurability
Service
Safety
TangiblesConvenience
Reliability
Responsiveness
TimeAssurance
Courtesy
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CASE STUDY 1The Great Outdoors
Sergio Raul Negrete Herrera
Alejandra Berlanga Franco
Cristina Herrera Gracia
Pedro Euardo GonzalezVillasana
Diana Luz Vallejo Acuna Jos Manuel Martinez Fregoso
Norma Guadalupe de Leija Rodriguez
Daniel Gomez Vargas
Iovanna Karina Cruz Marquez
Ana Karen Mercado Lira
Kristy Mountfold
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ATTRACTIONS
Background North Bay is home to various attractions which are marketed by
the attraction itself as well as by the City and the regional tourismmarketing association.
Service Provider A:
The Chief Commanda Cruise is a key attraction for the city. It
offers various cruise opportunities and is popular with both localsand tourists.
Contact: George Stivrins, Owner
Service Provider B:
The Dionne Quints Museum is a not for profit institution housed inthe original Dionne homestead. It contains many artifacts from theQuints early days and their growing years.
Contact: Amy Toms, Museum Director
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CASE STUDY 2Attractions
Leticia Orozco Prez
Elena Quesada Flores
Karla Patricia Gallardo Ayon
Adriana Santom Cullar
Daniel Meneses Sanchez Veronica Medugory Rivas Soladrero
Jos Francisco Escobar Bernal
Maria Adriana Rodriguez Elias
Karla Guadalupe Romero Robles
Mariana Guadalupe Mastachi Lugo
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ACCOMMODATIONS SECTOR Background
The accommodations sector in North Bay is comprised ofnumerous types of facilities including full service and limitedservice hotels, motels, cottages and camp sites.
Service Provider A:
Ontarios Near North is one of six regional tourism associationsresponsible for marketing both the urban and rural tourismproduct of Northern Ontario. The organization is membershipbased and promotes attractions, accommodations, activities andevents.
Contact: Laurie Ypya, Executive Director
Service Provider B:
The Westmont Hospitality Group provides complete managementservices including: franchise relations and evaluation, financialmanagement, marketing and sales, food and beverage, qualitycontrol, risk management, purchasing, renovation, anddevelopment. The majority of North Bays brand hotels fall underthe Westmont groups hospitality arm.
Contact: Angela Johnston, Regional Sales Manager
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CASE 3Accommodations
Francisco Serrano Llamas
Esteban Alejandro Villegas Vazquez
Edmundo jose Maron Manzur
Angel Edmundo Vega Garcia
Massiel Ivonne Armendaiz Rocha
Loyda Leonora Gutirrez Lara
Madelin Paolo Martinez Cueto
Don Alfonso Maria Federico Luengas y Souchad
Eugenia Bueno Giron
Dave Marleau