Total Quality Management in the Hospitality Industry

Total Quality Management in the Hospitality Industry

Total Quality Management – A theoretical frame work is a conceptual model of how one makes logical sense of the relationship among the several factors that have been identified as important to the problem (Sekeran, 2003). However for the purpose of this study the following models are being considered;

2.1.1 Deming’s Quality Management model

Deming is widely regarded as the master who developed Japan’s “road map” to quality. The road map is basic, simple, consists of readily available technology, and relies on common sense. Deming defines quality as “satisfying the customer, not merely to meet his expectations, but to exceed them”. Deming’s philosophy thus starts and finishes with the customer. The means to improve quality lie in the ability to control and manage systems and processes properly, and the role of management responsibilities in achieving this. [Read more…]