Scribd
Upload
1K views4 pages

Total Quality Management

This document discusses total quality management (TQM) and its importance in the hospitality and tourism industries. TQM aims to hold all parties accountable for the overall quality of the final product or service by continually detecting and reducing errors. It focuses on ensuring internal guidelines and processes reduce errors. The document notes that implementing TQM in hospitality organizations can improve customer satisfaction, competitive advantage, and cost effectiveness. It also provides background on William Deming, who developed TQM, and differences between TQM and Six Sigma.

Uploaded by

Samantha Gianna
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
1K views4 pages

Total Quality Management

This document discusses total quality management (TQM) and its importance in the hospitality and tourism industries. TQM aims to hold all parties accountable for the overall quality of the final product or service by continually detecting and reducing errors. It focuses on ensuring internal guidelines and processes reduce errors. The document notes that implementing TQM in hospitality organizations can improve customer satisfaction, competitive advantage, and cost effectiveness. It also provides background on William Deming, who developed TQM, and differences between TQM and Six Sigma.

Uploaded by

Samantha Gianna
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
You are on page 1/ 4

IHM 103

CHAPTER 1

INTRODUCTION

Companies' ability to sustain its competitive lead is vital for the stability of the
business in today's highly competitive market, and quality is one of the
important factors for keeping the company in a competitive advantage. It is
the extent of how well a service provider can meet or exceed its customers'
needs and expectations

In the free market competition tends to be high to achieve customer


satisfaction which is very important because of the following reasons:

• The offered products or services are similar if not identical • Prices are not
easy to change
• The cost to change to another service is measured as low

TOTAL QUALITY MANAGEMENT


 It is the continual process of detecting and reducing or eliminating
errors in manufacturing, streamlining supply chain management,
improving the customer experience, and ensuring that employees are
up to speed with training.
 Aims to hold all parties involved in the production process accountable
for the overall quality of the final product or service.

William Deming

Father of Quality Evolution

• TQM was developed by William Deming, a


management consultant whose work had a great
impacton Japanese manufacturing. While TQM
shares much in common with the Six Sigma
improvement process, it is not the same as Six
Sigma. TQM focuses on ensuring that internal
guidelines and process standards reduce errors,
while Six Sigma looks to reduce defects.
INTRODUCTION TO HOSPITALITY INDUSTRY
Different Components of Hospitality Industry (Tim Smet, 2003)

Structure of Limited-Service Hotel (A. Stutts & J. Wortman, 2006)


ORGANIZATION STRUCTURE IN HOSPITALITY INDUSTRY FIRMS

Room

INTRODUCTION TO TOURISM INDUSTRY


Tourism has a number of different definitions. It is very difficult to
pinpoint a definition that would give a meaningful and adequate explanation
of tourism, because the concept is fragmented, wide-ranging, and
multidimensional.

Historically, the concept of tourism was first developed in the period


between the two world wars. Tourism was defined as a sum of relations and
phenomena resulting from the travel and stay of non-residents, in so far as
[travel] does not lead to permanent residence and is not connected with any
permanent or temporary earning activity. Since 1942, the concept of tourism
has been broadened by including various forms of business and pleasure
travel.

Several characteristics of tourism may be identified based on the analyzed


definitions:

 Two main elements: (a) movement, which refers to the journey (travel)
to and from a destination (the dynamic element of tourism); and (b) the
overnight stay outside the permanent residence in various destinations
(the static element of tourism);
 Movement to and from the destination is temporary (temporary change
of residence), short-term, with intention to return;
 Destinations are visited for purposes other than taking up permanent
residence or employment;
 The activities tourists engage in during their journey, and the stay
outside the normal place of residence and work, are distinct from those
of the local residents and working populations of the places visited.

Tourism is the most wide-ranging industry, in the sense that it demands


products from many sectors of the economy and employs millions of people
in different sectors.

Tourism is multidimensional. Mcintosh, Goeldner, and Ritchie (1995)


noted that tourism embraces virtually all aspects of human life and society.

Tourism is a major economic activity of the travel, lodging, retail,


entertainment subsector, and many other subsectors that supply tourist
needs. It is a major sociocultural activity that provides different tourist
markets with cultural experiences.

TQM IN TOURISM AND HOSPITALITY INDUSTRY


In the industry of hospitality, total quality management (TQM) is a
sharing process the authorizes employees in different levels to work in
groups in order to start guest service prospects and determine the most
suitable approach to meet or exceed these prospects.

And in order to have those groups formed an organization needs to


employ a leader who creates the required motivation to incorporate guests
and employees in the process of setting goals and objectives. Implementing
TQM inhospitality organizations, in particular, will improve customer
satisfaction, competition condition and cost effectiveness as well.

You might also like