Chapter 5 Quality Management for Clubs

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Chapter 5Quality Management for Clubs
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Malcolm Baldridge National Quality Award

• Act signed on August 20, 1987
• Malcolm Baldridge
• Secretary of Commerce (1981 - 1987)
• The Award emphasizes the importance of continuos
  quality improvement.
• Goals
• 1. Deliver ever-improving value to customers
• 2. Improve overall company performance

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Malcolm Baldridge National Quality Award

• Only 6 awards can be given each year
• 2 manufacturing firms
• 2 service firms
• 2 small businesses (less than 500 employees)
• Application 2,500 and 75 page report
• Ritz-Carlton Hotel Company (1992)
• First and only hospitality organization to win

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Malcolm Baldridge Award Criteria

• 1. Leadership
• 2. Strategic Planning
• 3. Customer and Market Focus
• 4. Information and Analysis
• 5. Human Resources Development Management
• 6. Process Management
• 7. Business Results

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Malcolm Baldridge Award Criteria

• Categories
• Leadership
• Strategic Planning
• Customer and Market Focus
• Information and Analysis
• Human Resources Development
• Process Management
• Business Results

• Point Values
• 110
• 80
• 80
• 80
• 100
• 100
• 450
• 1,000

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Malcolm Baldridge Award Criteria

• 1. Leadership
• Member focus of club
• Effectively communicate and reinforce club values
• Responsibility citizenship
• 2. Strategic Planning
• SWOT Analysis
• Long-range goals for member satisfaction
• Action plans to achieve these goals

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Malcolm Baldridge Award Criteria

• 3. Customer and Market Focus
• How does the club assess and meet member needs?
• Short and long term
• Clubs market share
• 4. Information and Analysis
• Process for collecting and analyzing data
• Use of technology
• How is data used to improve member satisfaction?

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Malcolm Baldridge Award Criteria

• 5. Human Resources Development Management
• How is HR aligned with the clubs strategic
  plans?
• Employee development, education, and training
• Work-place atmosphere employee satisfaction
• 6. Process Management
• Member-focused, service quality control
• Club design and service
• Quality facilities and equipment

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Malcolm Baldridge Award Criteria

• 7. Business Results
• Member satisfaction and retention
• Productivity of human resources
• absenteeism, turnover, job satisfaction
• Financial indicators
• cost/benefit of improvements - Linked to Case
• Environmental issues
• Benchmarking

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Benchmarking

• The process of establishing standards to drive
  continuous improvement efforts.
• Adapting and applying the best practices from
  other clubs or from other industries.
• Used to identify trends and improve the clubs
  current methods.

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Core Values Concepts(Pages 177 - 181)

• Customer-driven quality
• Leadership
• Continuous improvement and learning
• Employee participation and development
• Long-range view of the future
• Company responsibility and citizenship

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Case Study Analysis

• Read carefully take notes.
• Identify the problem. Is there more than one?
• What are the causes of the problem?
• Who does it affect?
• List alternatives and identify a solution (based
  on class discussions and readings).
• What might happen in the real world?
• Could your solution cause other problems?

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Case Study Analysis

• 1. You should have already read the case with
  your position in mind.
• 2. Discuss the case from each persons
  perspective.
• 3. Discuss the case from an overall, club
  perspective.
• 4. Come to a conclusion regarding what the
  club should do.
• Remember, this is due Monday, April 5

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Club Presentation

• Based on 7 Malcolm Baldridge Award Categories
• Grading will be similar to award point system
• Use information presented in class
• Be creative. Use your imagination.
• Be realistic
• 3 to 4 presenters for a total of 20 minutes