Tqm Analysis

The five dimensions that define TQM implementation

In 2013 Walid Youssef Montasser and Prof Dr. Abd Alhakim Al Manhawy they wrote an useful article that clearly pointed the dimensions which effect the TQM in the organization.

This article also discusses the implementation of SERVQUAL in hotels in Croatia, which is a quality management framework that measures quality in the service sector. This type of assessment is based on the customer’s evaluation of the quality of the service. That is based on the gap between the client’s expectation and the actual perception of the client. There are five dimensions that define this practice and they are: reliability, assurance, tangibles, empathy and responsiveness. Each of them has it’s own different

The first article written by Enrique Claver-Cortes,Jose F. Molina-Azorin ,Jorge Pereira-Moliner and Juan Jose Tari looks closely at the quality management of the hotel industry in Spain. The article shows the relationship between quality management and the environment system and how it affects the performance and provides an analysis of the link between the two management systems and the performance of the hotel. It shows how much commitment is put in hotels of the category of 3-5 stars in the two systems: quality management and environment management. When TQM is applied it shows us that the costs can be reduced. The results of the study show that there are 3 types of hotels in terms of level of commitment to TQM and environment management. The 3 types are proactive, intermediate and reactive. The findings state that the hotels categorized as proactive are the ones that are most committed to TQM and environmental management. Furthermore, it explains that the commitment degree increases noticeably as the hotel has more resources in regards to category, size, facilities and such. However, the article goes on to explain the findings that the management systems affect only a part of the hotel performance in Spain because in the end this performance is also going to be impacted by other facts such as variables of the destination itself.

Hotel hospitality in Thailand is indispensable.

The article examines two things;

First, the relationship between customer service and training which is based on data from comparisons of Thai vs Western hotels. Second, it examines the perceptions of personnel towards guest orientation.

TQM has been applied since 1982 as cited Chartungruang et al. (2006) via Bloomquist (1998). Total Quality Management is applied by guest-orientation questionnaire (GOQ), guest contact competency questionnaire (GCC) , hotel satisfaction survey (GSS)and by Piloting. Furthermore there has been sample population and data collection. These methods consist of qualitative and quantitative approaches to collect data. The findings showed that there were big differences between staff samples in 3 divisions and the sample of guests assessing the staff in 3 divisions. Other deductions made were the following: western hotels should monitor guest complaints- acquire feedback- track guest satisfaction, whereas Thai hotels should: first ask guests for feedback- track in their satisfaction- monitor their complaints. Western hotels focus on guest complaints, on the other hand Thai hotels focus on guest