Is Quality going out of fashion?

Playing with Google Trends, I thought I might find that current and past states of mentions would show plenty of activity for quality systems. I had thought with increase of web users that more and more people would be looking for guidance in Quality Systems.
Wrong!
The general trend was progressively downwards - only Lean, Lean Six Sigma and Agile showed growth but none of them matched the overall mentions of Six Sigma, ISO 2001, Kaizen and JIT.

Click here to see the search results

I think that this is really indicating that managing quality is not as popular a subject as it was in the middle of the last decade.
Much as expected those countries most interested in quality issues was almost always India and the East Asia, Antipodes  Brazil, Chile and North America - Europe was more patchy in its interest.

Contemporary management philosophies and tools

Contemporary management philosophies and tools
http://www.slideshare.net/AnthonyBajacan/contemporary-management-philosophies-and-tools

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The Life and Death...of Six Sigma (and its Training) | 2012-11-02 | Quality Magazine

http://www.qualitymag.com/articles/90838-the-life-and-deathof-six-sigma-and-its-training


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excellent-customer-service-infographic-littlebadger-stansberry-open-forum.png 630×3,051 pixels

https://c401345.ssl.cf1.rackcdn.com/wp-content/uploads/2012/10/excellent-customer-service-infographic-littlebadger-stansberry-open-forum.png


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[Infographic] Consumers and Bad Customer Service in Ecommerce

http://www.brainsins.com/us/blog/infographic-consumers-and-bad-customer-service-in-ecommerce/1686


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Six Sigma in Hotels discussion

Link to an interesting discussion on Six Sigma in a hotel setting.
http://forum.benchmarksixsigma.com/topic/884-six-sigma-in-a-hotel/page__pid__18675#entry18675

Hospitality Benchmark suggests decline in customer satisfaction

See this link to the article
http://www.hotelnewsnow.com/mobile/Articles.aspx?articleid=8867

[Infographic] Consumers and Bad Customer Service in Ecommerce

http://www.brainsins.com/us/blog/infographic-consumers-and-bad-customer-service-in-ecommerce/1686

One-Stop Guide to Six Sigma Including Free Tools and Certification

One-Stop Guide to Six Sigma Including Free Tools and Certification
This is a MUST READ SITE

Are Your Surveys Worth Your Customers' Time? - Rob Markey - Harvard Business Review

Are Your Surveys Worth Your Customers' Time? - Rob Markey - Harvard Business Review

Can A Computer Pick Out Fake Online Reviews When Humans Can't? | Techdirt

Can A Computer Pick Out Fake Online Reviews When Humans Can't? | Techdirt

Cornel research into duplicate and false reviews

P11-1032.pdf (application/pdf Object)

KLM CEO

I have just written a personal letter to Peter Hartman the CEO of KLM. I just wonder if he can be bothered to respond?

Results form my Tripadvisor poll

 It seems from this LinkedIn survey that hoteliers know what they can use Tripadvisor for, but the fact that less than 4% respond to unfavorable comments suggest they just don`t use it.
Perhaps some were honest and said they just ignore it!
An amazingly few stated they used it to sell rooms or uplift their room rates.

Tripadvisor poll on hoteliers usages

TripAdvisor and an improved uptake and trust

TripAdvisor would win so much more support from hoteliers if it would sort its consumer responses so they could be sorted into
1. the last 3 months reviews
2. the last 6 months reviews
3. the last years
4. the last 2 years
5. and the last 3 years
6. lastly a group of power users who have made more than 20 reviews - seasoned reviewers not those with an occasional quirky review.

Such sorting would allow users to see if today was better than yesterday and feel confident from experienced reviewers and travelors.

David Wood

DoesTripAdvisor provide E-Quality?

10 dirtiest, 10 best; we can now view customer comments immediately, find the best service before we book.
Is this medium more reliable than Tourist Organisation inspection or travel and food writers?
Does it have more credibility?
Do Hoteliers or Restaurateurs take note of comments?
How do they respond to negative comments?

I guess that most Brands will be very awaire of such posts but some independents might just struggle to keep abreast of developments in the technology. And just how do they counter the comments of the vocally expert complainers.

I should be interested to read your views - be you customer or Hospitality professional.

David Wood