CHAPTER TWO
2.0 LITERATURE REVIEW
2.1INTRODUCTION
The concept of service is wide and is explained differently by different scholars .The quality debate was evolved over the years with various definition of quality, coined at each stage and several modes used to analyze the quality (Cube, 2004). This chapter therefore reviews the relevant literature relating to the concept of service and statistical quality where Eminence circle inspection used to measure service quality. It also reviews employee performances management, employee job performance and the relationship between the various methods of services quality.
2.1.1 CONCEPT OF QUALITY IN TERMS OF SERVICES
The most celebrated definition of quality is that given by the American society for quality which is shared by the ISO 8402 (1986). These two organization define quality as the totality of feature and characteristics of a product or service that bear on its ability to satisfy given needs.
Literature shows that the single factor affecting a business competitive ability is the quality of its product (1992). According to Meredith, 1992) quality product and services leads to more customer satisfaction , as a result enhancing the reputation of the firm through minimization of competition ,health and safety liabilities and risks the improvement of works morale. Thus, smoothens workflow improve control and reduces a variety of costs.
2.1.2 QUALITY CONTROL
This involves the measurement of actual quality and determination of defects in a given program .Quality control can be carried out in four ways. Namely, service request, services agreement, services delivery and services completion followed by a test report.
Quality control service request is submitted to the quality control manager by the customer through a completed services request and make the estimate for services based on the scope and level of activities requested by the customer. Determination of the estimates is a negotiated deal between the quality control manager and the customer and leads to the computation of the budgets.
Services agreement is initiated by the start of a QC effort for a project and ends when either the project manager or QC manager decided to terminate it. Service delivery is a series of activities and test conducted by the QC team to ensure full execution of service requirement. Lastly, Service delivery is the service delivery phase the submits a QC report to the PM to finish the information regarding the states of the system and reason learned during the test .Delivery of the test project is reported by the PC lead manager and the reception by the PM finalizes the services delivery process unless a new services request is made to initiate a new agreement.
2.1.3INSPECTION
This is an effective way of discovering defects in services and product .It is a way of finding out the bad trainees who offer the wrong type of training and throwing them out.
2.1.4EMPLOYEE PERFORMANCES MANAGEMENT
(Noel et al 2004) states that performance management is the process through which the manager ensures that the employee activities and output contribute to the organizational goal.
When employees are trained using the correct form of training then this means that there will be no supervision since every employee knows what they supposed to do hence improving the employee performance management.
2.1.5EMPLOYEE JOB PERFORAMNCE
According to (Campbell et al. 1993) defines performances as a behavior done by the employee through individual performances. Performances does not have to be directly observable action of individual rather it can consist of mental production such as answer or decision. However, performance needs to be individual control regardless of the interest, mental or behavioral. Also goal relevant is another top notch key factor. Performances must be directed towards organizational goal where effort is expended towards achieving peripheral goal (Campbell et al. 1998).
(Campbell 1990), suggested that determinants of performances component, individual differences on performances are a function of the three main determinate. Declarative knowledge refer to knowledge, procedural and skill and motivation, whereby principle ideas objective represents the knowledge of a given tasks requirement. Declaratives knowledge is knowing how to do it for example procedural knowledge and skill include cognitive skill perceptual skill and interpersonal. The third predictor is motivation refers to a combined effort from three choice behavior choice to expend effort choice. The level of the effort to expend and persist in the expenditure is (Campbell 1990) emphasized that the only way to discuss motivation as a direct determinant of behavior is as one or more of these choices.
2.1.6SUMMARY OF LITERETURE REVIEW
It is clear that there are gaps in literature including the specific links between quality control employee performance and the link between quality control and employee performance. The links between these two with the hospitality industry, in the area that shall be examined in the primary research.
CHAPTER THREE
3.0METHODOLY
3.1INTRODUCTION
This chapter presents the procedure and methods the researcher used to undertake the study. This section comprises of the research design, target population sample and sampling procedure as well as data collecting instrument and produces and methods of data analysis.
3.2 RESEARCH DESIGN
The researcher was approached a cross sectional survey which was used to researcher to provide a holistic depth insight and generalized understanding of the impact of quality control methods on the quality service when an employee or trainee.
3.3TARGET POPULATION
The total population of employee at the three-star hotel the researcher is going to have a total of 300people .The researcher only focused with the waiter ,chef and supervisor consisting of 100permanent employee in the hotel. This is because the three units directly affects service quality training programmers on the trainees and employees .The total target population was as follow 15 waiters , 3 supervisor and 10 chefs.
3.4 DATA COLLECTION
The researcher used questionnaire method to collect primary data from the respondent using closed ended questions. The method was useful in that, it gave the researcher a chance to get specific answer. The questionnaires was given to the respondent through the hotel chefs department and collected after one week using the drop and pick method. The questions had section including:
1) Part a –captured general information about the respondent’s organization respondent current job position and length of serve in that function among other information.
2) Part b –captured information in relation to quality control in term of service practices in relation to quality control in term of service practices and programmers used when training employee of trainees.
3) Part c –focused on finding out the challenges faced with implementing these of quality training on employee.
3.5 DATA ANALYSIS PROCEDURE
Descriptive statistic was used to analyze the objectives. First, one giving the percentage to the data. In objective two was analyzed in both qualitative and quantities analysis.
In terms of quantitative analysis the researcher used the percentage to give data. The qualitative analysis, the researcher used to describe the phenomenon being studied and tried to established pattern trend and relationship from the information gathered.