The introduction of a Total Quality Management culture in hotels

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