engleski

IMPLEMENTING EMPOWERMENT AND TEAM WORK TO ACHIEVE BUSINESS EXCELLENCE IN TOURISM

Empowerment of employees and team work provide an impetus for a new business philosophy. The philosophy is based on a synergy, active role-assuming and joint activities of all employees in creating new values and achieving comparative advantage of the company based on innovation and speed. The aim of this paper is to upgrade and understand the theoretical model of empowerment and team work. An analysis of the model's implementation in Croatian tourism (where the concepts are adopted declaratively, but the real implementation is sporadic) will be carried out. Future trends of human resources management strategies are defined so as to achieve business excellence and ensure competitiveness. Prerequisites for qualitative transformation of the company are: lifelong learning, active involvement of employees in decision-making and innovating the concept of development, motivation of employees (self-realisation), affirmation of contemporary organisational structures, inciting creativity and innovativeness, defining a business culture based on knowledge, team work and cooperation. The inert, inefficient company is transformed into an intelligent company and a learning organisation in order to bring about changes in the relation toward the tourist (segmentation 101, CRM, experience for money) and to achieve excellence of tourist services.

empowerment; team work; business culture; business excellence; Croatian tourism

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