ASQ CMQ-OE Question # 9 Topic 1 Discussion

The hotel’s feedback program demonstrated a fast response by promptly acknowledging the customer’s complaint and providing compensation. However, the lack of improvement in the fitness equipment condition indicates that other elements, such as root cause analysis and employee training, were not effectively addressed. To enhance the program, the hotel should consider investigating the underlying issues causing the equipment’s poor condition and ensuring that employees are empowered to make necessary improvements1.

References: 1: The ASQ Certified Manager of Quality/Organizational Excellence Handbook, Fifth Edition 12.

The hotel's feedback program demonstrates a fast response by quickly addressing the customer’s initial complaint with an apology and compensation. However, the effectiveness of the feedback program is questionable since the underlying issue (condition of the fitness equipment) was not resolved. This indicates a gap in the program's ability to implement sustainable corrective actions that address the root causes of issues.

References:

ISO 9001:2015, particularly clauses related to customer focus (clause 5.1.2) and corrective actions (clause 10.1), emphasize the need not just for responsiveness but also for effective actions that prevent problem recurrence.

Quality management principles that include customer satisfaction and continuous improvement are relevant here, suggesting that while the response was prompt, it failed to fully meet customer needs or improve the service quality.