Naslov
STANDARDIZATION AND TQM IN THE HOTEL INDUSTRY

Autori
Vrtodušić, Ana-Marija

Vrsta, podvrsta i kategorija rada
Radovi u zbornicima skupova, cjeloviti rad (in extenso), znanstveni

Izvornik
15th Biennial International Congress Hotel 2000 / Perić, J. - Opatija, 2000, 671-680

Skup
Tourism and Hospitality Management: Trend and Challenges for the Future

Mjesto i datum
Opatija, Hrvatska, 25.10.2000. - 28.10.2000

Vrsta sudjelovanja
Predavanje

Vrsta recenzije
Međunarodna recenzija

Ključne riječi
Standardization, ISO 9000 series, TQM, service quality, hotel industry
(Standardization, ISO 9000 series, TQM, service quality, hotel industry')

Sažetak
Business competition is ever present in the hotel industry, resulting in a constant search for new ways in which to out-distance competitors. Therefore, the emphasis is upon delivering the best service possible that is delighting customers by providing services, which exceed their experience. That’s why the quality and quality improvement is recognized as an important competitive method. It is widely accepted that the integrated approach to achieve excellence is the implementation of a TQM philosophy. In accordance with that aim, this paper points out the importance of ISO 9000 series for implementing TQM. Namely, the ISO 9000 series of quality system management standards can be used as a platform for achieving TQM. It is considered to be a “stepping stone”, en route to TQM because it is a first step in creating a total quality management.

Izvorni jezik
Engleski

Znanstvena područja
Ekonomija

POVEZANOST RADA