QUALITY MANAGEMENT IN TOURISM AND HOSPITALITY INDUSTRY

2005 ◽  
Vol 11 (1) ◽  
pp. 121-133
Author(s):  
Ana-Marija Vrtodušić Hrgović
Keyword(s):  
Quality Management ◽  
Total Quality Management ◽  
Hospitality Industry ◽  
Iso 9001 ◽  
Total Quality ◽  
National Quality ◽  
Quality Award ◽  
Tourism And Hospitality Industry ◽  
Tourism And Hospitality ◽  
National Quality Award

Snažna je konkurencija na tržištu uvjetovala razvoj novog pristupa upravljanju poznatog kao Upravljanje potpunom kvalitetom (TQM - Total Quality Management). Zbog važnosti koju kvaliteta ima u postizanju konkurentske prednosti i u hotelskoj su se industriji počeli primjenjivati sustavi upravljanja potpunom kvalitetom. Prilikom uvođenja ovih sustava hotelska poduzeća mogu koristiti različite pristupe koje će prilagoditi svojim uvjetima poslovanja. Pri tome se mogu koristiti tzv. "TQM standardi ili okviri" tj. nacionalni ili međunarodni standardi i nagrade za kvalitetu, a zbog svoje su široke primjene u radu dati okviri koje nudi međunarodni standard ISO 9001:2000 te modeli poslovne izvrsnosti Malcolm Baldrige National Quality Award i European Quality Award.

Malcolm Baldrige National Quality Award (MBNQA) dimensions in Greek Tertiary Education System

2017 ◽  
Vol 1 (2) ◽  
pp. 436 ◽  
Author(s):  
Anastasiadis Lazaros ◽  
Anastasiadou Sofia ◽  
Iakovidis George
Keyword(s):  
Quality Management ◽  
Total Quality Management ◽  
Education System ◽  
Tertiary Education ◽  
Total Quality ◽  
Efqm Model ◽  
National Quality ◽  
Quality Award ◽  
Malcolm Baldrige ◽  
National Quality Award

<p>The European Foundation for Quality Management Excellence Model (EFQM Model) and Malcolm Baldrige National Quality Award Model (MBNQA model) are widely known models and are used as channels of Total Quality Management. MBNQA model can be applied by an organization or institution in order to implement the principles of Total Quality Management and to achieve excellence. In the present research the criteria of MBNQA model, such as Leadership, Strategic Planning, Customer Focus, Measurement, analysis, and knowledge management, Workforce focus, Process management. Results are recorded and the views of Pre-service teachers from ASPETE <strong>(<strong>School of Pedagogical &amp; Technological Education),</strong> </strong>Thessaloniki, Greece, are analyzed in light of these criteria, highlighting thus the Quality Assurance dimensions of the Greek Tertiary education system. 123 Pre-service teachers from ASPETE Thessaloniki participated in the survey. The strong as well as the problematic situations of the criteria of the MBNQA model were registered and analyzed. Furthermore, the reasons of the low performance and obstacles of the learning process were discussed and ways contributing to Continuous Improvement, that requires constant awareness and focus, were proposed. These points support the MBNQA model as an operational framework for Total Quality Management and also strengthen the results obtained in previous studies for the EFQM Model suggesting that quality award models actually provide a suitable framework for quality management.</p>

A Total Quality Management Research on the Portman Ritz Carlton Shanghai

2014 ◽  
Vol 687-691 ◽  
pp. 4582-4587
Author(s):  
Si Yu Peng
Keyword(s):  
Quality Management ◽  
Service Quality ◽  
Total Quality Management ◽  
Hospitality Industry ◽  
Business Management ◽  
Quality Service ◽  
Total Quality ◽  
Customer Expectations ◽  
Customer Delight ◽  
High Quality Service

In the hospitality industry, customers are seen as the key driving a business’s survival and success. The industry is therefore highly competitive and much more aware of the provision of quality service to meet customer expectations. Since hotel businesses are providing similar superior facilities among competitors in the market, service quality has been considered as the first priority and essential part of the organisational culture, making today’s businesses more concerned with delighting their customers than simply satisfying them [1]. Consequently, Total Quality Management (TQM) is becoming a widely used business management strategy within the hospitality industry. The intent of this essay focuses on the issue of service quality with the selected hotel - The Portman Ritz Carlton, Shanghai. It will first introduce TQM theory and then discuss how the approach helps to generate and maintain high quality service to achieve “customer delight”.

Examining the relationship between soft total quality management (TQM) aspects and employees' job satisfaction in “ISO 9001” Sudanese oil companies

2020 ◽  
Vol 33 (1) ◽  
pp. 95-124 ◽  
Author(s):  
Abuaraki Osman Ahmed ◽  
Abdalla Abdelrahim Idris
Keyword(s):  
Job Satisfaction ◽  
Quality Management ◽  
Total Quality Management ◽  
Positive Association ◽  
Employee Empowerment ◽  
Iso 9001 ◽  
Total Quality ◽  
Content Type ◽  
Oil Companies ◽  
The Relationship

PurposeSoft total quality management (TQM) aspects are the facets of TQM that mainly concern with the management of human resource in a way to achieve the results of employees' job satisfaction. Based on this approach, the objective of this research is to examine the relationship between the most popular five soft TQM aspects and employees' job satisfaction in “ISO 9001” certified Sudanese oil companies.Design/methodology/approachData were collected through questionnaires from employees across a total of five Sudanese oil companies owned by the government, and adopting an ISO-9001 quality program. The total population of the study consists of 1,505 permanent employees, while the sample size was 253 employees, determined by adopting a stratified random sampling technique. The multiple regression model was adopted for data analysis.FindingsThe results showed that the construct of soft TQM aspects including “top management commitment”, “employee empowerment”, “teamwork”, “training and education” and “employee involvement” explain 74% in the variance of employees' job satisfaction. Results showed positive association between soft TQM aspects and employees' job satisfaction at the 5% significance level. It was also found that each individual variable of the five soft TQM aspects has a significant positive association with employees' job satisfaction. Meanwhile, the results indicated that the most important soft TQM aspect in explaining the variability of employees' job satisfaction was the “employee empowerment” with the highest correlation coefficient (β) of (0.189).Practical implicationsThe study recommends that in order to achieve their primary goal of employees' satisfaction, HR practitioners within organizations adopting total quality programs should align their practice in such a way to enhance soft aspects of TQM. Policy makers and top management in order to gain long-term infrastructural benefits obtained from employees' job satisfaction should show a visible support to TQM programs and allocate necessary resources to train their staff in the quality management system that enhance their empowerment and involvement. The study also recommends that since soft aspects of TQM raise their job satisfaction, employees should support and conform to quality management systems within their organizations.Originality/valueThe paper focuses on soft TQM aspects’ practical implementation. The findings make a significant contribution by using ISO-certified governmental Sudanese oil companies and tested the hypothesized model entails the impact of soft TQM implementation and employees' job satisfaction.

scholarly journals The implementation of total quality management (TQM) in housekeeping department of W Bali-Seminyak

2019 ◽  
Vol 6 (2) ◽  
pp. 22-30 ◽  
Author(s):  
I Ketut Yasa
Keyword(s):  
Statistical Analysis ◽  
Quality Management ◽  
Human Resources ◽  
Total Quality Management ◽  
Continuous Improvement ◽  
Hospitality Industry ◽  
Total Quality ◽  
A Company ◽  
Descriptive Statistical Analysis

Competition in the business field is rapid and tight, particularly in the hospitality industry. A company needs the efforts to do continuous improvement toward the potential of human resources, process, and the environment to bring about the best quality of product or service. The effective and efficient way to improve those capabilities is by implementing Total Quality Management (TQM). TQM contributes the benefit such as increasing the competitiveness of the company. TQM concept denotes the concept of continuous improvement that applies to every level of the operation. W Bali – Seminyak, specifically housekeeping department has objective to offer the unique and special moments, inventing the creative staff, and recultivating the hospitality in Bali which committed to implementing TQM optimally. The purpose of the study was to investigate the implementation of Total Quality Management in the housekeeping department of W Bali-Seminyak as well as the obstacles to it. Methods of analysis used in this study were descriptive qualitative and descriptive statistical analysis. The result of this study indicated TQM had been implemented in the housekeeping department, W Bali- Seminyak.

scholarly journals The influence of the financial logic in the National Quality Award

2020 ◽  
Vol 27 (2) ◽  
Author(s):  
Marina Borges Lima Fantti ◽  
Julio Cesar Donadone
Keyword(s):  
Quality Management ◽  
Electric Energy ◽  
Energy Sector ◽  
Professional Experience ◽  
Award Winning ◽  
National Quality ◽  
Quality Award ◽  
National Quality Award

Abstract: The financialization process resulted in a change in the discourse of the actors involved in quality management, who began to incorporate concepts of financial logic as a way to meet the demands of shareholders capitalism and guarantee legitimacy. Thus, through a documentary research, we sought to investigate the influence of the financial logic in the National Quality Award, analyzing the versions of the Management Excellence Model used in the awards cycles and the companies awarded in the period from 1992 to 2016. The results demonstrated the incorporation of financial logic concepts in the versions of the Management Excellence Model; the predominance of award-winning companies from the electric energy sector, which have been privatized; the existence of board interlockings in the winning organizations; and presidents who have professional experience in financial areas and postgraduate degree in finance, which is the profile most demanded and valued in the finance conception of control.

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