Title: TOTAL QUALITY MANAGEMENT IN THE HOSPITALITY INDUSTRY , By: Saunders, Ian W., Graham, Mary Ann, Total Quality Management, 09544127, 1992, Vol. 3, Issue 3
Database: Academic Search Premier

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|TOTAL QUALITY MANAGEMENT IN THE HOSPITALITY INDUSTRY |
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|Abstract Total quality management (TQM) has achieved notable success as a philosophy of management in manufacturing industry. This|
|paper examines the differences between the manufacturing situation and that of service industry in general and the hospitality |
|industry in particular to identify the similarities and differences and highlight the likely difficulties in implementing TQM in |
|the hospitality industry. We conclude that the primary area of difficulty is in identifying appropriate quality measures. Some |
|approaches to overcoming the problems are suggested and a case study of the application of measurement techniques in a hotel is |
|described. |
|1. Introduction |
|Visualize the lobby of a hotel that is renowned for its quality service. The General Manager is discretely observing the activity |
|in the foyer. |
|Nearby is the front desk and guests are being checked in, and from his vantage point the Manager can hear what is being said. |
|The front desk clerk is confirming the arrangements of the booking with the