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The Helm and the Lens · English
In attesa di approvazione / Pending approval

The Helm and the Lens

ISO 9001:2026 Volume 2a - Quality Management Systems in Hospitality

Pubblicazione 2026-08-27 Edizione 2026 Pagine 500 Formati 1 In attesa di approvazione / Pending approval
The Helm and the Lens
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Contenuto / Contents

La struttura del volume così come presentata nell’edizione pubblicata.

Table of Contents
  • Preface.
CHAPTER 1. 
  • 1.1 The Issues a Property Cannot Choose.
  • 1.2 Whose Requirements the System Will Actually Carry.
  • 1.3 Drawing the Boundary, and What Lives Inside It.
  • 1.4 Accountability Cannot Be Delegated..
  • 1.5 Quality Culture and the Behaviour Nobody Audits.
  • 1.6 Customer Focus Is Not the Marketing Department.
  • 1.7 The Policy and the People Who Own It.
  • 1.8 Risk Is Not a Register.
  • 1.9 Opportunity Gets a Clause of Its Own..
  • 1.10 Objectives That Survive the Season..
  • 1.11 Planning a Change Before It Plans You..
  • 1.12 Resources, and the Instruments That Measure Them...
  • 1.13 The Environment in Which the Work Is Done.
  • 1.14 What the Property Knows, and Who Knows It.
  • 1.15 Saying It, and Being Able to Show It.
CHAPTER 2. 
  • 2.1 Planning the Work, Not the Paperwork.
  • 2.2 Talking to the Guest Before Anything Goes Wrong.
  • 2.3 What Was Promised, and Whether It Can Be Delivered..
  • 2.4 Designing a Service That Does Not Yet Exist.
  • 2.5 Which Providers Are Inside the System...
  • 2.6 Control You Apply, and Control You Must Explain..
  • 2.7 Controlled Conditions and the Human Error Nobody Planned
  • 2.8 Identifying, Tracing, Keeping.
  • 2.9 After the Guest Leaves, and When the Plan Changes.
  • 2.10 Releasing It, or Stopping It.
  • 2.11 Measuring What Would Change a Decision..
  • 2.12 Satisfaction Is a Requirement, Not a Score.
  • 2.13 The Review That Decides Something.
  • 2.14 The Cause, Not the Correction..
  • 2.15 Improvement as an Obligation..
 
  • Afterword..
  • Sources and Research Methodology  — What This Book Verified, and How
  • Glossary   Terms as This Volume Uses Them...
  • About the Author.
  • Contact.
  • The Series.
  • The Online Platform...
  • Acknowledgements.
  • Analytical Index.
L’AUTORE
Francesco Dore

Francesco Dore

Autore e ricercatore indipendente

Francesco Dore è autore e ricercatore indipendente. Il suo lavoro nasce dall’incontro tra esperienza professionale, studio dei sistemi di gestione, hotellerie e ricerca applicata. Nei suoi libri utilizza un approccio basato sull’analisi dei processi, sul confronto delle fonti e sull’osservazione delle conseguenze reali delle decisioni organizzative.

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