Professional Development: Readings in Leadership and Management 5

NCCU Author/Contributor (non-NCCU co-authors, if there are any, appear on document)
Ed Rehkopf, Donor to Hospitality and Tourism Administration (Creator)
North Carolina Central University (NCCU )
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Abstract: The Cost of Chaos: Common wisdom tells us that quality costs more, but according to one of the foremost expertson quality this is not the case. W. Edwards Deming, statistician, professor, author, consultant, lecturer, a man who made significant contributions to Japan’s reputation for high quality products and its rise to an economic power in the latter half of the 20th Century, wrote extensively about how a focus on quality reduces costs while providing a number of other benefits. Convincingly, his ideas and methods were proven true by numerous success stories – most dramatically the rise of Japanese manufacturing to world class status after World War II.How does a club measure or quantify the cost of confusion, mishandled or incompleteinformation, time to investigate and correct errors, and member dissatisfaction? The bottom line is that poor quality and disorganization is a major driver of costs in club operations. Conversely, an improvement in quality not only lowers costs but also improves service. The combination of lower cost and better service attracts more membership demand and member usage of the club, both of which improve the club’s bottom line. Detailed organizational systems and processes allow the operation to function efficiently.

Additional Information

Language: English
Date: 2021

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