engleski

Business Excellence Models in the Hotel Industry

Total Quality Management (TQM) systems help to increase the quality, efficiency and effectiveness of business. In implementing these systems, hotel enterprises may apply various models or frameworks provided by international standards and business excellence models, as they are based on principles compatible with TQM principles. In addition, these models are generic, meaning they can be applied by all types of enterprises regardless of their size, form of ownership or the activity in which they are engaged. Accordingly, they can be applied by hotel enterprises. This paper provides a review of three models of business excellence: the European (EFQM), the American (MBNQA) and the Japanese (Deming Prize) model. The purpose of research is to highlight all the elements – in particular, elements pertaining to measuring and assessing business excellence – of these models that can ensure the successful implementation of TQM. Research focuses on what is needed to develop a TQM approach to management and to attain business excellence, taking into account the specific features of the hotel industry. The objective of the paper is to spur the implementation of quality systems in Croatian hotels to increase their competitiveness on the world tourism market.

TQM ; business excellence ; hotel industry

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