Developing a hierarchical model to enhance business excellence in hotel industry of Bangladesh

2019 ◽  
Vol 31 (4) ◽  
pp. 1836-1856 ◽  
Author(s):  
Mahbubar Rahman ◽  
Rafikul Islam ◽  
Wan Rohaida Wan Husain ◽  
Khaliq Ahmad
Keyword(s):  
Quality Management ◽  
Hierarchical Model ◽  
Hotel Industry ◽  
Security Measures ◽  
Structured Interviews ◽  
Model Framework ◽  
Content Type ◽  
Business Excellence ◽  
National Quality ◽  
Quality Dimensions

Purpose The study aims to develop a hierarchical model based on the Malcolm Baldrige National Quality Award to enable the ranking of quality dimensions required for achieving business excellence in the hotel industry of Bangladesh. Design/methodology/approach The study adopted a sequential mix method approach in which semi-structured interviews with 24 participants were initially conducted during the qualitative stage to identify the quality dimensions. Subsequently, a questionnaire survey was conducted among 40 industry experts to prioritise the identified elements using the relative measurement of the analytic hierarchy process (AHP). In total, 32 respondents were further surveyed to evaluate a selected number of hotels in Bangladesh using the absolute measurement of AHP. Findings The study uncovered eight criteria, together with 23 corresponding sub-criteria during the qualitative stage. Quality management emerged as the most crucial criterion, while health and safety-security measures were the most important sub-criteria in addressing the quality management criterion. In Bangladesh, five-star hotels were observed to be performing better than three-star and four-star hotels. Originality/value The developed model is unique and can be used by Bangladeshi practitioners to measure the performance of hotels. Moreover, it can also be applied to measure the performance of hotels in other countries just by incorporating minor modification to the model framework.

A national framework for promoting business excellence (NFPBE)

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Stanislaus Lobo ◽  
Premaratne Samaranayake ◽  
Kenan M. Matawie
Keyword(s):  
Quality Management ◽  
Meta Analysis ◽  
National Level ◽  
Cooperative Research ◽  
Content Type ◽  
Business Excellence ◽  
National Quality ◽  
Quality Awards ◽  
Implementation Guidelines ◽  
National Framework

PurposeThe purpose of this paper is to propose a national framework for promoting business excellence (NFPBE) using a quality management assessment framework (QMAF) with information knowledge communication (IKC) as an enabler.Design/methodology/approachThe NFPBE using the plan–do–check–act (PDCA) cycle is developed, re-enforcing key quality management aspects/areas including national quality awards, QMAF summary and national innovation programmes using a meta-analysis.FindingsThe operationalising of the NFPBE is enabled and supported by an auditing tool to assess the degree of mentoring provided by universities/research institutions/consulting firms to participating firms whose progress will be assessed by the QMAF. It was emphasised that the success of the framework requires the buy-in of national governments to support the programme through stimulus incentives such as government assistance with the costs of research and development, and cooperative research ventures between universities and companies.Research limitations/implicationsThe framework is conceptualised into a process flowchart, which is a blueprint to advancing business excellence in organisations at a national scale. The study is limited to only the conceptualisation of the framework. Therefore, an extended study of the framework implementation/application is required for revealing implementation guidelines.Practical implicationsThe national framework has a propensity to enhancing the business excellence of organisations at a national level. Therefore, quality managers and policy makers could use the framework to understand the quality management shortfalls and consider strategies to achieving business excellence.Originality/valueThis research study proposed a blueprint to advancing quality excellence in organisations at a national level, guided by several quality frameworks.

scholarly journals A review and comparative analysis of the Russian Federation Government Quality Award

2015 ◽  
Vol 19 (4) ◽  
pp. 1-16 ◽  
Author(s):  
Jose Arturo Garza-Reyes ◽  
Fred Visnevskis ◽  
Vikas Kumar ◽  
Jiju Antony
Keyword(s):  
Comparative Analysis ◽  
Quality Management ◽  
Russian Federation ◽  
Comparative Approach ◽  
Content Type ◽  
Government Quality ◽  
Business Excellence ◽  
National Quality ◽  
Quality Award ◽  
The Russian Federation

Purpose – The paper aims to present a review and comparison of the Russian Federation Government Quality Award (RFGQA) with the three major business excellence models, Malcolm Baldrige National Quality Award (MBNQA), European Foundation for Quality Management (EFQM) Award and Deming Prize. Design/methodology/approach – The paper briefly reviews the RFGQA through a desk-top research method. Then, it adapts the comparative approach used in a similar study by Vokurka et al. (2000). Thus, the comparative analysis consisted in contrasting two characteristics of the RFGQA with those of the MBNQA, EFQM Award and Deming Prize, namely, award descriptors (i.e. objectives and criteria) and emphasis placed on excellence criteria (i.e. weighting). The study also includes a mapping assessment to explore up to what extent the RFGQA addresses the criteria of the major models. Findings – Although the RFGQA was designed based on the concept and structure of the EFQM model, the results of the study indicate that there are still differences among them, especially in terms of internal business processes. RFGQA finds more differences with the MBNQA and Deming Prize excellence models than with the EFQM. Practical implications – This research would benefit organisations and managers in Russia, as they will be able to acquire a deeper knowledge on the RFGQA. This may facilitate its awareness and implementation. Originality/value – The paper expands the current knowledge in the area of quality management and models for business excellence, as it is among the very first investigations to have studied the RFGQA model.

An evaluation of alternative business excellence models using AHP

2019 ◽  
Vol 17 (2) ◽  
pp. 305-331
Author(s):  
Nitin Gupta ◽  
Prem Vrat
Keyword(s):  
Literature Review ◽  
Paired Comparison ◽  
Model Framework ◽  
Content Type ◽  
Business Excellence ◽  
Proposed Model ◽  
National Quality ◽  
Quality Award ◽  
National Quality Award

Purpose The purpose of this paper is to compare some major National Quality Award/Business Excellence Models (NQA/BEM) in terms of the criteria employed and their relative weights. It shows that these models vary both in terms of criteria and their weights. Whereas some of them are changing weights frequently, others are almost static. It employs the analytic hierarchy process (AHP) to allocate scores to 12 criteria identified in the model by Agrawal et al. (1998) to propose a modified quality award model similar to that. The six quality award models used in the USA, Canada, Europe, Australia, Japan and India are compared with the proposed model using AHP and their relative rankings are obtained. Design/methodology/approach First, a literature review is done to identify various quality award models globally, with their features being compared. Furthermore, paired comparison technique is used to rationalize the relative weights of proposed 12 criteria, and then AHP is again used to rank this proposed model with six major award models. Findings This paper shows that the six NQA models vary substantially on parameter weights. They do not include some relevant criteria to evaluate the organizational performance holistically. It also reveals how some models have been revising criteria weights very frequently, whereas others are static. In some models, the results get much higher weightage than enablers, and hence the performance may not be sustainable. The modified Agrawal et al. (1998) model is taken as a base model, with weights rationalized in it using the AHP. The rankings obtained using AHP reveal that proposed model scores over the other six prominent quality award models. The result also reveals that for organizational excellence, the quality of people plays a major role in the successful implementation of quality processes. Hence, it is very important to focus on improving the quality of people before expecting improvement in the quality of products and services. Research limitations/implications The paired comparison results are based on the researchers’ own perception and do not consider interdependence among the criteria, which is a limitation of AHP. Analytic network process can be further explored to overcome the limitation. The proposed model has not been tested in a variety of real-world situations, which can constitute a scope for further work in the direction. Practical implications The proposed model framework and weightages evolved using AHP can provide a universally acceptable quality award model framework. The companies can adopt it with or without modifications to address their contextual adaptation. It can possibly become a standard model framework globally. This model does not capture the measurement of the softer aspects that impact the people quality. As people play an important role in the success of the implementation of any practice, hence measurement of people quality is another important aspect that can be further studied and researched. Originality/value This comparative study & analysis of National Quality Award/Business Excellence Models using AHP is presented for the first time. The authors have not come across any such studies in their literature review. This paper is an original conceptualization of the application of the AHP on the various Quality Award model parameters, and it has been submitted exclusively to JAMR for publishing.

Service innovation in the hotel industry: the dynamic capabilities view

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Babak Ziyae ◽  
Hossein Sadeghi ◽  
Maryam Golmohammadi
Keyword(s):  
Dynamic Capabilities ◽  
New Technology ◽  
Hotel Industry ◽  
Service Innovation ◽  
Innovation Process ◽  
Snowball Sampling ◽  
Structured Interviews ◽  
Content Type ◽  
Human Labor ◽  
It Training

Purpose Consistent with the dynamic capabilities view tenets, this paper aims to conceptualize a theoretical framework of service innovation in the hotel industry. Design/methodology/approach This study uses a qualitative method with a content analysis approach. The data were collected using a snowball sampling method and semi-structured interviews with 14 experts in Tehran's hotel industry. Findings The findings demonstrate that the most significant factors are using the new technology, keeping up with it, training human labor, being up-to-date and adopting new infrastructures. Results also reveal that improper management and lack of knowledge are the most critical factors behind service innovation failure in the hotel industry. Regarding the infrastructures needed to develop service innovation in the hotel industry, the results show that adopting the newest technology in diverse aspects, human infrastructure, the capital and appropriate space and place are the key factors. Originality/value This paper contributes to the literature by linking the service innovation perspective to the dynamic capabilities view. It explains how hotels can enhance service innovation to gain a competitive advantage. Therefore, both academicians and hoteliers can develop action plans by selecting and managing the service innovation process.

Receiving a national quality award three times

2015 ◽  
Vol 27 (1) ◽  
pp. 63-78 ◽  
Author(s):  
Paulo A. Cauchick Miguel
Keyword(s):  
Driving Force ◽  
Financial Analysis ◽  
Management Practice ◽  
Performance Excellence ◽  
Structured Interviews ◽  
Content Type ◽  
National Quality ◽  
Quality Award ◽  
And Performance ◽  
National Quality Award

Purpose – In recent decades, a framework for management performance has proven to be an important management practice for achieving organisational performance excellence. In this sense, the purpose of this paper is to analyse how a specific company manages to achieve performance excellence through the attainment of the Brazilian National Quality Award. Design/methodology/approach – The study adopts a case-based approach using a single unit of analysis that might be considered a revealing case. The company studied is one of the largest companies in the information and financial analysis sector in Latin America and is part of a major worldwide corporation. Semi-structured interviews with senior managers and document analysis were used for data collection, with content and inductive analysis performed a posteriori. Findings – The main results outline the approach adopted by the company for each performance excellence award criterion and highlight some of the relevant organisational practices, especially those related to the nature of the company’s businesses. The findings show that the top management has been an essential driving force in transforming the managers at all levels into agents of improvement at the studied company. Additional key points are the deployment of the company’s “shared values” throughout the company and the implementation of a medium- and long-term comprehensive strategic plan focused on the award criteria. The company’s strategic system has been a driving force of its success. Research limitations/implications – For a more extensive empirical validation, further replications using other samples are needed to ensure the external validity of these findings. Originality/value – This paper is one of the few published studies discussing business excellence in emerging economies, which is not observed very often in developing markets. In addition, the paper focuses on promoting a culture of quality, a less common phenomenon in the economies of developing countries than in those of developed nations. Finally, this paper may be useful for practitioners and academics interested in the subject of quality and performance excellence.

An exploration of female underrepresentation on executive boards in the Dutch hotel industry through an ethical lens

2022 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Diane Lereculey-Péran ◽  
Angelique Lombarts ◽  
David William Brannon
Keyword(s):  
Hotel Industry ◽  
Feminist Perspective ◽  
Governance Structures ◽  
Corporate Boards ◽  
Structural Barriers ◽  
Anglo Saxon ◽  
Structured Interviews ◽  
Content Type ◽  
Family And Work ◽  
Executive Boards

PurposeThis paper elucidates female underrepresentation on executive boards in the Dutch hotel industry through a “feminist” stakeholder perspective, which persists despite public opinion and government initiatives to resolve this enigma. It contributes to this discussion by examining Rhenish governance structures through a “feminist” stakeholder-focused rationale, complementing prevailing Anglo-Saxon shareholder-focused governance research.Design/methodology/approachEleven in-depth, semi-structured interviews were conducted with hotel executive board representatives and five with sublevel management representatives. Saturation was achieved by interviewing all females on Dutch hotel corporate boards regarding their career experiences compared with those of female general managers and male counterparts.FindingsThis paper finds a prevailing “masculinist” perspective of an idealized shareholder-orientated executive and a “feminist” perspective of a humanized stakeholder-orientated executive expressed within the interviews. While the former sacrifices family for their career, the latter balances their family with their career. The former fosters presupposed gender norms, with females commonly sacrificing their careers while males sacrifice their families. Notably, most executives predominantly supported the humanized stakeholder-orientated executive, while recognizing that micro-, meso- and macro-structural barriers remain.Originality/valueThis paper addresses a lacuna in the ethical literature in exploring female executive representation in Rhenish stakeholder-focused governance structures, as opposed to Anglo-Saxon shareholder-focused ones. It found a “masculinist” perspective of an idealized shareholder-focused executive archetype and a “feminist” perspective of a humanized stakeholder-focused executive archetype. Notably, contrary to perceived business norms, several interviewees rejected the former as it is incompatible with family and work, instead seeking the latter which balances between family and work.

Towards a further step in understanding business excellence models: a comparative approach

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Mohammed Hamdan Alanazi
Keyword(s):  
Relevant Literature ◽  
Measurement Model ◽  
Comparative Approach ◽  
Cultural Economic ◽  
Content Type ◽  
Business Excellence ◽  
Phase Study ◽  
National Quality ◽  
Quality Award ◽  
Comprehensive Measurement

PurposeA comparative analysis of the validity of business excellence models (BEMs) has rarely been empirically pursued. In addition to their similarities, BEMs exhibit differences in terms of their criteria, relations and emphasis, and some researchers have claimed that it is because these models tend to represent underlying cultural, economic, or social dynamics, as well as global best practices. Based on three such BEMs (the Malcolm Baldrige National Quality Award (MBNQA) model, the European Foundation for Quality Management (EFQM) model and the King Abdul Aziz Quality Award (KAQA) model), this paper introduces a four-phase study to analyse these models comparatively.Design/methodology/approachThis paper: (1) conceptually delineates the distinctive natures of and differences between the three models; (2) develops a comprehensive measurement model based on the content of these models; (3) reviews the relevant literature on BEMs; (4) discusses the motivation behind this comparative approach and (5) introduces a four-phase study to comparatively analyse these models.FindingsA comprehensive measurement model and three structural models are developed, but empirical tests have not been performed. This developed approach is introduced here as a first step in the advancement of our understanding of BEMs and their underlying theory.Originality/valueThe range of variability and complexity of BEMs—i.e. a holistic and comparative empirical view of BEMs—have not so far been fully considered, and findings in this domain tend to be inclusive, while some of the underlying relations of these models have not been investigated. This paper contributes to filling these research gaps.

Prioritised challenges and critical success factors for delivering quality education in Malaysian private higher education institutions

2019 ◽  
Vol 27 (4) ◽  
pp. 465-492
Author(s):  
Azilah Anis ◽  
Rafikul Islam
Keyword(s):  
Higher Education ◽  
Hierarchical Model ◽  
Critical Success Factors ◽  
Success Factors ◽  
Higher Education Institutions ◽  
Quality Education ◽  
Private Higher Education ◽  
Structured Interviews ◽  
Content Type ◽  
Critical Success

Purpose The purpose of this paper is to develop a hierarchical model to rank the challenges faced by the private Malaysian higher education institutions (HEIs) in the provision of quality education and subsequently their corresponding critical success factors (CSFs) to address those challenges. Design/methodology/approach A sequential mix method was adopted in this study. Semi-structured interviews with 29 participants were initially conducted to identify the challenges and CSFs. This was followed by a questionnaire survey involving 158 respondents to prioritise the identified findings. Thematic analysis was conducted in the qualitative stage, uncovering the challenges and their corresponding CSFs. Data for both stages were accumulated from internal and external stakeholders of Malaysian private HEIs. Finally, the four stages of the analytic hierarchy process (AHP) were applied to rank the challenges and CSFs. Findings The qualitative stage identified eight challenges, i.e. “academics”, “facilities”, “students”, “programmes and curriculum”, “competition”, “accreditation”, “finance” and “research” together with their corresponding CSFs. The AHP enables the ranking of these challenges. “Finance” has been found to be the most crucial challenge and “high competency in managing the institution’s finance” as the most important CSF to address this challenge. Research limitations/implications As the study restricted its focus on Malaysian private HEIs, the results may not be generalised for public HEIs and foreign private HEIs operating in Malaysia. Originality/value The hierarchical model developed in this study is deemed important for implementation to resolve the prioritised challenges. It spells out the specific areas in which the resources of Malaysian private HEIs need to be prudently disbursed and properly managed.

Efficient information-related practices in companies committed to EFQM

2016 ◽  
Vol 28 (6) ◽  
pp. 798-813 ◽  
Author(s):  
Marta Zárraga-Rodríguez ◽  
M. Jesús Álvarez
Keyword(s):  
Quality Management ◽  
Design Methodology ◽  
Model Framework ◽  
Content Type ◽  
Information Practices ◽  
Quality Award ◽  
Efficient Information ◽  
European Foundation ◽  
The Subject ◽  
Handling Quality

Purpose The purpose of this paper is to explore whether or not companies committed to quality management within the European Foundation for Quality Management (EFQM) Excellence Model framework use and manage the information in an efficient way, i.e., they have developed information capability. In particular, this research investigates the links between information capability and the EFQM Excellence Model. Design/methodology/approach This study is an extension of previous work by Zárraga-Rodríguez and Alvarez (2013), which was a first qualitative approach to the subject. In that work the EFQM Excellence Model criteria were analysed to see if somehow they illustrate practices associated to a company’s information capability, self-analysis reports of a set of quality award winners were reviewed and interviews were conducted with members of those companies. The present research adopts a quantitative approach to gain deeper knowledge. Through a questionnaire survey the perceptions of managers in companies committed to the EFQM Excellence Model with respect to information capability-related practices and about the information they managed are captured. Findings The analysis shows evidence that many information practices are common practices among companies committed to the EFQM Excellence Model and reveals information practices that should be improved. Originality/value Practices that lead to efficient use and management of information have not been studied in detail in companies committed to quality management within the EFQM Excellence Model framework. Companies that are aware of the importance of handling quality information when making the decisions will find in this study a set of practices they can implement in order to achieve excellent performance based on the use and management of information.

Total Quality Management in Mauritian education and principals’ decision-making for school improvement

2014 ◽  
Vol 52 (6) ◽  
pp. 833-849 ◽  
Author(s):  
Jean Claude Ah-Teck ◽  
Karen E. Starr
Keyword(s):  
Decision Making ◽  
Quality Management ◽  
School Improvement ◽  
Total Quality Management ◽  
Critical Role ◽  
Cultural Dimensions ◽  
Total Quality ◽  
Structured Interviews ◽  
Educational Decisions ◽  
Content Type

Purpose – Reflecting the Mauritian government's “quality” agenda and its focus on school leadership, this paper reports the findings of research exploring Mauritian principals’ views about the use of total quality management (TQM) for school improvement. While aspects of this research have been reported elsewhere, the purpose of this paper is to focus on school leaders’ use of data and evidence in making decisions for school improvement. Design/methodology/approach – The paper reports on qualitative aspects within a mixed methods research with data collected by means of semi-structured interviews conducted with a purposive sample of six principals. The analysis of the data were an exercise in grounded theory building. Findings – The paper expands the knowledge of principals as quantitative data users arguing that qualitative information based on professional discourses, human judgements and lived experiences should be equally valorised if TQM is used for making informed educational decisions. Research limitations/implications – The research relied on principals’ views as the unique source of data. The perspectives of the other stakeholders would offer a richer description of leadership reality in Mauritian schools. Practical implications – The paper suggests a more participatory decision-making model for effective change that could rightfully engage all stakeholders through various complementary quantitative and qualitative processes. It further recommends that alongside the core systemic qualities of TQM, there are ethical, moral and cultural dimensions of leadership that could enhance the teaching and learning environment. Originality/value – While confirming some extant research, the paper brings new thinking to understanding the critical role of principals within the TQM scenario of data-driven decision making.

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