engleski

Total Quality Management for the Hotel Industry and Tourism

Quality today is a fundamental factor for market survival, competitiveness and profitability. Strategic business planning is based on TQM system. Quality is not produced, it is a management tool. Development of quality in developed economy countries has shown that quality is something which is built, developed and constantly enhansed. The system TQM is totally oriented, buyer-led, as the process starts with the buyer ( what he wants ) and finishes with the buyer ( a satisfied buyer ). This is a cycle consisting of five basic activities: planning quality, realising quality, evaluating quality, achieving quality and improving quality, which is being constantly repeated. The advantages of introducing TQM for the service sector, tourism and hotel industry are big, both economically and socially.

quality; Total Quality Management; quality cycle; elements of quality

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