Total quality management in hospitality organizations and a sample study

The porpose of this study is to examine critical success factors of TQM which were implemented in a hospitality organization. Today total quality management is a key to competitive strategy for both manufacturing and service organizations in global markets. The movement dates back to the 1950s. To remain competitive, manufactoring and service organizations have implemented TQM for years. Total quality management contains several significant principles: customer-driven strategy, continious improvement, revolutionary speed, zero defect, organizational traning, employee involvement and measurement in quality. To perform succesfiill implementation of these basic principles in the organizations, some important tehcniques are required such as workers implemantation, benchmarking, reengineering, organizational learning and human resources management efforts. TQM has been implemented in both manufactoring and service organizations. Mistakes or problems due to misproduction and misussage of the products in a manufactoring organizations can be tested and repaired but they can not be tested or changed after services has delevered in the service organizations. In othe words, you have to perfecly deliver your services at first time without any errors. In this connection, people-oriented principles of TQM are very vital for delivering services. Furtermore, customers can have very significant contributions to the process of producing and delivering services. This mentality has accepted both those who buy the services and those who deliver the services as the customer of organizations. Finally, critical sucess factors have been determined in a hospitality organization in which total quality management was implemented as a tool for improving quality. As a result of this study it has been pointed out that the implementation of TQM programs in this organization have some important success as well as difficulties. In addition, some suggestions required were made to deliver quality services and cope with difficulties facing the organizations today.