Five Dimensions Of Tqm Analysis

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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…show more content…
That research was carried out and written by Saunders, Ian W, Graham, Mary Ann. the article is very interesting because it describes how things are in reality inside the hotel’s lobby. It makes you feel that you are really there- a very interesting way to explain the TMQ of the hotel industry. A situation is given. It shows you how service quality is important in a hotel. The components of service quality are explained as the following according to Parasurman et al., 1988, as cited by Saunders (1992), are: reliability, assurance, tangibles, responsiveness and empathy. Quality must be visible evidently in the hospitality industry. Front line staffs are trained for this job; this is one of the strategies applied for TQM. But this issue because quality control and knowledge should be on the majority of personnel. TQM in this article is closely correlated with TEAM-WORK. Both internal and external services quality measures the expectations and their perceptions, therefore high standard or quality is when perceptions by customers have met the expectations of customers. This is another TMQ philosophy and frequently applied…show more content…
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.
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