The introduction of a Total Quality Management culture in hotels
Mohsen, Mohamed Adel Mohamed Samy
University of Wales
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This qualitative research study explores how TQM is approached in 5-star hotels and develops an integrated model to support the introduction of a TQM culture to 5-star hotel operations. Chapter two critically reviews literature related to quality, quality management and the introduction of a TQM culture. Chapter three presents critically reviews literature related to hospitality and the introduction of a TQM culture to 5-star hotel operations and develops a conceptual framework. The framework is then tested in through empirical research. A multiple case study approach was adopted involving document analysis and semi-structured interviews with managers and staff members in 5-star hotels to explore how hotel managers, HR managers, and staff approach quality management in 5-star hotels. Interviewees included hotel operations managers and staff members and the interview schedule explored: how hotel managers and staff define quality; major quality barriers that hotel managers and staff face; sources of information that hotel managers and staff need to deliver quality; how hotel managers approach quality management processes in their hotel operations. Critical success factors (CSFs) relating to the introduction of a TQM culture in 5- star hotel operations were identified. CSFs were teams, leadership, staff empowerment, communication, training, and customer focus. Additionally staff suggestion and reward schemes were identified as CSFs for the introduction of a TQM culture in 5-star hotels. To compare the TQM approach adopted in 5-star hotels with theoretical perspectives cross- case and cross-participant analyses were conducted to identify the difference in approaches between cases and between hotel managers and staff. The thesis concludes with the presentation of an integrated model to underpin the introduction of a TQM culture in 5-star hotel operations based on the way hotel managers and staff approach TQM and the actual information sources and quality management processes used in 5-star hotel operations.
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