Continual Process Improvement: An Essential Discipline of Successful Clubs

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: We do not live in a static world and our ability to continually evolve our business, products, andservices to exceed the expectations of our members is critical to our success.Given the many details associated with managing a quality private club, it is imperative thatleaders commit to and promote a process of continual improvement in all areas of the operation.This requires a positive emphasis on problem discovery, a discipline of constant review, and anunderstanding that in quality service operations, the devil is in the details. As more and moreareas of the operation become systematized and routine, management at all levels, with thecommitment and assistance of their empowered employees, must continually “peel the onion”to deeper and deeper layers of detail. Further, no detail must be seen as too trivial to warrantmanagement’s attention and the establishment of standards, policies, and procedures to ensureit is properly attended to by the staff (see Insights and Ideas - Beyond Oral History for moreinformation).Continual Process Improvement (CPI) is the discipline and methodology of constant review ofall aspects of operations to include work processes, standards, policies, procedures,organizational systems, programming, training, and administration to ensure they attain a newlevel of performance that is superior to any previous level.

Additional Information

Language: English
Date: 2021

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