How to understand PDCA in hotel management

PDCA cycle is a scientific working procedure and a basic working method of quality management.

PDCA is the initial combination of English words "Plan", "Do", "Check" and "Action". It reflects that the work must go through four stages. These four stages go round and round, so it is called PDCA cycle.

P stage, that is, according to the requirements, through investigation and design, to determine the goals and measures, in the planning stage, to specifically answer the following questions:

What to do, who to do, when to do it, where to do it, how to do it, ask a few questions why? Why do you want to do this, why do you want him to do this, why do you want to do it at this time, why do you want to do it here, why do you want to do it.

Stage D is the implementation stage, that is, according to the formulated plan and statistics, the requirements of the plan are actually implemented and realized.

The C stage is to check the implementation and effect against the plan, and discover the experience and problems in the process of realizing the realistic plan in time. This is the inspection stage.

Stage A is to take measures according to the inspection results, consolidate the results, learn lessons, and facilitate the war again. This is the summary stage.

As a basic method of quality management, this general management method can be embodied in the following eight steps.

The first step is to analyze the current situation and find out the existing quality problems. As far as possible, the existing quality problems should be explained by data. When analyzing the present situation, we should avoid complacency, that is, we think that there is no problem and the quality is "the best". With this idea, we can't find quality problems and improve service quality. After discovering quality problems, ask yourself three questions. First, can we not do this job? Second, can this job be combined with other jobs? Third, can this work be completed in the simplest way to achieve the predetermined goal?

The second step is to analyze all kinds of factors that cause quality problems, and we should analyze them one by one, and we can't generalize them.

The third step is to find out the main factors that affect the quality. There are many factors that affect the quality. In a big way, it can be influenced by people, equipment problems, production environment and service regulations. Many factors are needed to solve the problem.

Only by finding the main factors and finding the main aspects of the main factors can we start from the main aspects of the main factors and effectively solve the quality problems.

The fourth step, according to the main factors affecting the quality, formulate measures, put forward improvement plans, and predict their effects. Measures and plans must be specific and clear, why this measure or plan should be made, what goals are expected to be achieved, where to implement this measure or plan, who or that group will implement the plan, when to start, when to complete it, how to implement it, and so on.

The above four steps are the concretization of P stage.

The fifth step is to implement measures according to the established plan, that is, stage D.

Step 6, according to the requirements of the activity plan, check the actual implementation results to see if the expected effect is achieved, that is, stage C.

Seventh, summarize the inspection results, and incorporate the successful experience and the failed lessons into the relevant standards, systems or service specifications, so as to consolidate the achievements already made and prevent the same mistakes from happening again.

Step 8, put forward the unsolved problems in this cycle, that is, the problems left over from this cycle, and transfer them to the next PDCA cycle.

The seventh and eighth steps are the concretization of stage A.