Hotel Supply Express Quality Assurance
The hospitality industry thrives on reputation, and a crucial aspect of building a favorable reputation lies in providing consistent and exceptional guest experiences. The quality of hotel supplies plays a pivotal role in shaping these experiences. Guests expect clean, comfortable, and aesthetically pleasing accommodations, and the supplies within hotel rooms and common areas significantly influence these impressions.
Understanding Quality Assurance
Quality assurance (QA) and quality control (QC) are often confused, but they have distinct roles in quality management. Both are vital for ensuring product excellence. QA encompasses the entire quality system, while QC is a subset of QA. QA covers a wide range of responsibilities, while QC focuses specifically on testing and inspecting products. Some quality system elements might involve QA and QC indirectly. Recognizing these differences is crucial for effective quality management and maintaining product standards.
Quality Assurance Audit
The primary objective of a Quality Assurance Audit is to gather information related to the on-going status of a process and then applying the information gathered to evaluate the performance of the process against defined criteria. When performing an audit you are reviewing the activities, the records, processes, systems, user experiences, competences, etc., in place and seeing how they compare to expected standards of performance, customer expectations, design expectations, etc..
Quality Assurance Auditing – Definition
A quality assurance audit is a documented, systematic process, performed in a planned manner by competent independent personnel with the objective of evaluating the application by an organization to the principles and requirements of defined quality regulations and customer expectations
Key objectives within the Quality Assurance Auditing process
Internal audits are usually performed by the internal quality assurance function within an organization and cover any functions or activities which may impact product quality. The internal audit program of an organization frequently includes the supplier audit program.
External audits are normally seen as audits imposed on an organization. These may come from regulatory bodies or from bodies which have the authority to issue certifications, e.g. ISO 9001, ISO 14001, ISO 13484, etc.. For a business which provides products and services into another commercial business, then the purchasing organization may impose minimum standards of performance on the supplier, which is confirmed via a supplier audit program.
Audits are normally planned in advance, many organizations complete detailed annual audit schedules. Good practice is to have a less detailed audit program looking forward say three years, which helps in the planning of audit resources and can demonstrate alignment of the audit function with the business strategy.
Audits will normally be planned based on criticality. This criticality is related to the potential risks identified. Best practice is to have a risk management process in place which identifies the various risks to an organization, these may be safety, quality, reliability, financial, reputational, etc.. Audits are then planned in accordance with the risk levels identified. The greater the risk, then the more frequent and more detailed the level of audit performed.
At the end of the audit, it is normal practice for the auditors and key auditees, to review the audit findings and agree on the next steps. The objective should be to aim for agreement, even where deficiencies are found. However, agreement may not always be possible and in such cases the auditors must clearly outline any concerns they have, the reasons for the concerns and their expectations in terms of actions to be taken to address.
A key part of any audit, is a clear report of findings. A report would normally contain details on the objective and scope of the audit, the dates the audit was performed, the names of all those who performed the audit, plus the names of any individuals who were audited. The standards, procedures, specifications applied or referenced during the audit. Details on the audit trail, i.e. what happened during the audit. Any observations, deviations from expected practice or recommendations, will be documented. There should be an audit summary and conclusions.
Upon completion of the audit, where deficiencies have been identified, corrective action(s) will be issued, or if already issued by the time the audit report is formally published, the report will reference the corrective action numbers. The corrective actions will then be tracked to closure via the CAPA (corrective and preventive action) process. Where critical deficiencies were identified, then a follow-up audit may be necessary.