engleski

Social responsibility and quality management systems

In today’s conditions of doing business, quality is a vital precondition to the survival and development of any enterprise. To achieve quality, it is necessary to fulfil or exceed customer expectations. This customer-oriented approach has helped to develop a new approach to management, known as Total Quality Management. TQM enables enterprises to ensure that their products/services are in line with customer expectations. In addition to taking into account the needs of customers, enterprises today must also take into account the needs of other stakeholders, and they must give special consideration to their relationship with society and to implementing socially responsible practices. Every socially responsible enterprise should seek to fulfil its economic interests, while respecting the social, economic and environmental interests of the community in which it operates. In achieving that, standards play a vital role, in particular, the SA 8000, AA 1000 and ISO 26000 standards. Corporate social responsibility can be measured and evaluated. Accordingly, this paper proposes the indicators that hotel enterprises could use to this purpose. The social aspect of business operations needs to be monitored to help improve the position of hotel enterprises in society and their relationship with society, and, in turn, to enhance social prosperity. The paper examines the way in which corporate social responsibility is measured and evaluated in the Croatian economy, and it analyses the current situation concerning the use of socially responsible practices in large hotel enterprises.

quality management systems; social responsibility; standards; EFQM excellence model; indicators; hotel enterprises

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