The introduction of a Total Quality Management culture in hotels

 

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.