...1.0Title THE IMPACT OF TOTAL QUALITY MANAGEMENT (TQM) ON CUSTOMER SATISFACTION AND COMPETITIVE ADVANTAGE The proposed title for this research study is The Impact of Total Quality Management (TQM) to achieve competitive advantage in the Hospitality Sector. The research will give a background of information and literature review on TQM practices and how it enhances customer satisfaction by offering effective customer service. It will present various methodologies and approaches that will be used to achieve the research objectives. Total quality management has been evolving in the hospitality business since quality assurance was introduced in the 1980s (Breiter et al 1995) 2.0. Introduction The hospitality industry is a service based industry as services are produced and consumed in real time and are inherently variable – from customer to customer, from provider to provider and from time to time for the same customer and/or the same provider (John 2003). Total quality management (TQM) in the hospitality industry has risen to amazing levels due to preferences, customer behavior and competition to retain and attract new customers. This has resulted in the demand for quality service thus necessitating the need to implement TQM strategies to have a competitive edge over other players in the industry. Acceptance of TQM strategies in the hospitality industry (Raj Kumar, 2005), with service quality being an important factor for growth and survival is an integral part to achieve success...
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...WMU ID #068431546 Case Study-2 1(a) The Penang Mutiara which is located on the lush greens of the Indian Ocean coast of Malaysia is one of the most luxurious hotels of South-East Asia. This hotel is owned by PernasOUE of Malaysia and managed by Singapore Mandarin International Hotels. This luxurious hotel gives its best quality of service to its customers. According to the Penang Mutiara hotel the quality of service means helping guests sort out their own problems. The hotel always tries to cut down their costs by increasing the volume, speed and flexibility. There are many situations described in the case study which shows the quality of service being offered by the hotel to its customers. This strategy helps them to be competitive enough to maintain their business. 1(b) The present strategy followed by the hotel management is yielding them many customers. There is still a scope for any organization to improve its profits by increasing the volume of customers. The hotel has to maintain a long term relationship with its existing and new customers. They can create a website as a part of promotion and also they can make the payments online. They also can attract customers by offering some exciting packages. They must not compromise in quality in order to keep the cost low. 1(c) The development of operations of the hotel which drives them in its long term strategy is as follows: i. ii. iii. iv. v. Appropriate Training and development of staff Proper planning and hiring the required...
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...Week 2 Lectures Lectures topic for the week – Manufacturing Operations and Services Operations Monday 23rd September 2013 In Monday’s class we discussed the history of Manufacturing Operations and Service Operations History. The difference between manufacturing and service operation is – Manufacturing operations is producing tangible goods but service operation is more concerned with producing intangible goods or services. Every successful Operations Manager should have Technical Knowledge and Human Relations skills. In early days some pioneers of management thinking recognized the opportunity of need in new philosophy how things are done in an effective and efficient way. One of the main pioneers were Frank & Lillian Gilbert, Henry Ford, W. Edwards Deming, Frederick W. Taylor, Eli Whitney etc. Frank and Lillian Gilbert – Invented the Therbling method or method of measuring number of motions. Henry Ford – Was Irish and invented first moving assembly line where he started to build Mode-T. W. Edwards Deming – Credit for teaching Japan quality control methods in post-world war 2. Friday 27th September 2013 In Friday we continued with the topic Operations and Service Management. Operations Management in Germany is called Production management. Production is a process where there are inputs, transformation process and outputs. Transformation process for operations and service management is the main area what their concerned with. In transformations process managers...
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...Although IT applications in the hotel industry have largely been devoted to the handling of routine operational problems, it has become increasingly evident for hoteliers that pro actively incorporating IT into their services, operations, and strategy is a key element in their quest for service excellence and high profits. This case study deals with Wendy and David and their stay at the Creek Hotel in Dubai. It will outline all the current issues surrounding staying at the Creek Hotel and how they affected Wendy and David's stay. Relevant theories will be used to illustrate the problem and what has caused this problem to occur, these theories will then be used to help find a solution to the causes of these dilemmas and recommendations will then be made. Problem Identification and Analysis Upon finding the hotel on the internet, Wendy and David struggled with navigating around the website. They checked in online and assumed everything was fine, however they soon came to realise that the contact and street directory information they retrieved from the website was out of date. Upon arriving into their rooms they soon realised that they were misrepresented on the website with its worn out furniture and fittings. This problem is linked to a number of different theories, firstly this type of service is defined as a E service and is regarded as soft technology in operations management. The service that is currently on offer by The Creek Hotel is not of an acceptable standard...
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...MANAGEMENT IN THE HOSPITALITY INDUSTRY | | | |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...
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...MANAGEMENT IN THE HOSPITALITY INDUSTRY | | | |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...
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...Operations Management Operations Management Customer Complaints & Quality Manangement at Hotel – The Manor Group 8 – Section B Sukhmeet Singh Sikka PGP15114 Harshit Jain PGP15082 Kanika Verma PGP15085 Nakul Yadav PGP15092 Pratika Saini PGP15100 Vikas Srivastava PGP15119 Customer Complaints & Quality Manangement at Hotel – The Manor Group 8 – Section B Sukhmeet Singh Sikka PGP15114 Harshit Jain PGP15082 Kanika Verma PGP15085 Nakul Yadav PGP15092 Pratika Saini PGP15100 Vikas Srivastava PGP15119 Importance of Customer Complaints: Customer complaints are an important source of improvement for any industry especially the service sector. It offer the industry an opportuinity to correct immediate problems and pave way for preventing long term issues. Also, in addition to this they also provide constructive ideas for improving the products and services, adapting to the new market market practices and updating the services. In case of service industry, occasional problems with service of merchandise are, to some extent, inevitable, dissatisfied customers are not. Companies can learn to recover from mistakes. A good recovery can turn angry, frustrated customers into loyal ones. Recognizing the importance of responding fairly and efficiently to buyer disappointment in the marketplace, many businesses have established effective and innovative systems for resolving consumer complaints...
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...Quality Management and Productivity Bob Allen, BSEE, MSSM December 16, 2009 In this paper the discussion will describe the definition on Total Quality Management or (TQM) and the effects of Quality Management on domestic and global competition. Some examples of TQM application concepts will include an explanation of why a business would use Total Quality Management (TQM) to find an opportunity to solve a problem; how TQM applies to continuous improvement of an existing product or service; and how organizations can use TQM to continue to be better than their competition. Total Quality Management Total Quality Management (TQM) is a comprehensive and structured approach to organizational management that seeks to improve the quality of products and services through ongoing refinements in response to continuous feedback. TQM requirements may be defined separately for a particular organization or may be in adherence to established standards, such as the International Organization for Standardization's ISO 9000 series. TQM can be applied to any type of organization; it originated in the manufacturing sector and has since been adapted for use in almost every type of organization imaginable, including schools, highway maintenance, hotel management, and churches. As a current focus of e-business, TQM is based on quality management from the customer's point of view. (Retrieved December 16, 2009/ serchcio.techtarget.com) How Total Quality Management applies or should apply...
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...John T. Linde 04/11/2012 MAN 4282 OA #3: Starwood’s Uses Six Sigma to Improve Hotel Performance 1. Starwood attributes most its’ high performance to Six Sigma which is a TQM technique. Six Sigma is a tiered program that trains Six Sigma “Black Belts”, who are in charge of change within the organization because they manage change within the company by meeting change objectives as well as “Green Belts”, who are trained consecutively by Six Sigma experts and previously trained “Black Belts”. Six Sigma trainees within an organization are trained to increase quality customer service and responsiveness. The Six Sigma program aims to train employees of an organization to always be on alert for opportunities to improve the tens of thousands of different work procedures that go to create high-quality customer service pay offs. In the end higher satisfaction and higher loyalty is achieved as well as reduced employee turnover. To implement such a TQM program within a company, the company must make similar decisions as the Starwood Hotel chain leadership has done. Starwood Hotels brought in Brian Meyer who is a Six Sigma expert and vice president of “Six Sigma Operations Management & Room Support”, and his team of other highly trained and skilled recruits. Meyer trained 150 of Starwood’s employees to become Six Sigma “Black Belts” and another 2,700 to be trained in Six Sigma practices as “Green Belts”. Over time, The mindset that is instilled in employees relating...
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...Camry sedans, which would replace the bulk of Japanese imports of the same model. In 1992, TMM was expected to supply 240,000 of all the new Camry’s, whose sales were up by more than 20% since the model change in fall 1991. The new Camry joined the ranks of midsize family sedans, with constituted one third of the total American car market and returned an average 17% pretax profit margin on margin on a sticker price averaging $18,500. For the first time, in March 1992, TMM started producing wagon versions of the new Camry exclusively within Toyota’s worldwide plant network. Total Quality Management (TQM) Total quality management or TQM is an integrative philosophy of management for continuously improving the quality of products and processes. TQM functions on the premise that the quality of products and processes is the responsibility of everyone who is involved with the...
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...to The Ritz Carlton. Ritz Carlton is a brand of luxury hotels and resorts with 80 properties located in major cities and resorts in 26 countries worldwide. In 1997 Marriott International purchased The Ritz Carlton which operated as a wholly owned subsidiary. The Ritz Carlton was a opening hotel in Washington D.C that will have multi-use facility. It is currently owned by Millenium Partners that valued at $225 million hospitality complex that includes three restaurants, 162 luxury condominiums, a 100,000 square foot Sports Club/LA s splash Spa and retail stores that had the latest designs from Italy along with 300 room hotel. In 1992 Ritz Carlton became the first hotel company to be recognized on winning the Malcolm Baldrige Nationality Quality Award and was recognized again in 1999. The CEO believed that Total quality management had something to do with. Later on Patrick Mene joined Ritz Carlton in 1990 as the corporate director of quality to coordinate and spearhead the company’s TQM program. Measurement of a TQM was a difficult barrier because industry does not have service quality benchmarks. The key service elements that were embraced by Ritz-Carlton Gold Standards were a credo, motto, 3 steps of service and 20 Ritz-Carlton Basics. The focus was to provide all key service requirements and most in recent times total quality management has become a focus in many manufacturing and service industries including the hotel industry. Total Quality Management begins with president...
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...9/10/2010 | | Zhi Yun Tang | Executive summary The following report outlines the quality philosophy, system and approaches of Food and Beverage department in IHG and production process of Haier; discuss similarities and evaluate the differences of them. This report also concerns on how different quality system and approaches have impact on IHG in terms of innovation, change and competitiveness. In addition, recommendation given for IHG to overcome problems they are facing. Table of contents 1. Introduction 2. Compare and contrast the different quality philosophy ,systems and approaches 3. Analyse the differences and evaluate the impact of these differences on innovation, change, and competitiveness. 3.1 analyse the differences 3.2 evaluate the differences impact on innovation, change and competitiveness 4. Recommendations 1. Adopting an external measures 4.1.1 Adopting external measures impact on change 4.2 Training and Reward 4.2.1 Training and reward impact on innovation 2. Training and reward impact on competitiveness 4.3 Further area to consider 5. Conclusion 6. Reflection 1. Introduction Quality is “the totality of features and characteristics of product or service which bears on its ability to meet stated...
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...organisation knows what these needs and expectations are. In addition, having identified them, the organisation must understand them, and measure its own ability to meet them. Moreover, making quality a priority means putting customer needs first. It means meeting and exceeding customer expectations by involving everyone in the organization through an integrated effort. TQM which is Total Quality Management is defined as “A management approach that centers on meeting customer requirements by achieving continuous improvement in products (Langfield, 2009). Besides that, according to Reid and Sanders, 2010, TQM is “An integrated effort designed to improve quality performance at every level of the organization”. TQM requirements may be defined separately for a particular organization or may be in adherence to established standards, such as the International Organization for Standardization's ISO 9000 series. TQM can be applied to any type of organization; it originated in the manufacturing sector and has since been adapted for use in almost every type of organization imaginable, including schools, highway maintenance, hotel management, and many more. There are...
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...and profitability and analysis of usage level and satisfaction rates of these tools. The survey of this study is conducted on 110 middle and senior level managers of 32 three-star hotels, 32 four-star hotels and 46 five-star hotels that operate in tourism industry in Antalya. Analyses results revealed that customer relationship management (CRM), vision/mission statements and total quality management (TQM) were the most used tools in last five years while CRM, benchmarking and strategic planning are the most used tools currently. Moreover, this study indicated that there were some differences among hotel classification in their preference to use strategic management tools. Barkhi (2009) although IT applications in the hotel industry have largely been devoted to the handling of routine operational problems, it has become increasingly evident for hoteliers that proactively incorporating IT into their services, operations, and strategy is a key element in their quest for service excellence and high profits. Based on a recent survey of IT applications and challenges in four- and five-star hotels in the UAE, this study presents the findings of an exploratory empirical investigation in this understudied, yet one of the fastest growing tourist destination in the world. Insights and recommendations for hotel managers in the region are, thereafter, drawn from the...
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...Needs Assessment for Quality In order for a hospital to survive the competition in today’s healthcare world, a hospital must be aware of opportunities to grow and reduce costs and be supported by Total Quality Management Process. The TQM process helps the hospital to create new products, ensure the standards of quality and client satisfaction and deliver improved services. In addition, the TQM process also helps in improving a company's bottom line profits by increasing operating efficiencies, eliminating waste, and creating working conditions conductive to productivity and company growth. The employees must work in healthy environments, which maximizes their efficiencies and enables them to perform at their best levels. In both the short-term and long-term, the quality improvement process pushes the company from different angles to achieve strategic goals and plans. One of the important processes of patient care is proper medical documentation and updated medical records. Description of chosen process Accurate and complete medical documentation is the responsibility of medical transcriptionists. However, the challenges to medical transcriptionists and the medical transcription industry are complex and varied. Pressures associated with cost, demand, workforce limitations, technological development, globalization, policy and awareness issues come together to create a picture that changes depending on one’s perspective and point of view. Trying to assemble these factors...
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