Total Quality Management (Tqm) in Hospitality Industry: a Study of the Application of Tqm in a Hotel's Engineering Department and Its Effects on Hotel Performance

Total Quality Management (TQM) in Hospitality Industry: A study of the application of TQM in a hotel's engineering department and its effects on hotel performance

By Mark Chan

A DISSERTATION

Submitted to The University of Liverpool

in partial fulfillment of the requirements for the degree of

MASTER OF Project Management

2011

A Dissertation entitled

Total Quality Management (TQM) in Hospitality Industry: A study of the application of TQM in a hotel's engineering department and its effects on hotel performance By Mark Chan

We hereby certify that this Dissertation submitted by Mark Chan conforms to acceptable standards, and as such is fully adequate in scope and quality. It is therefore approved as the fulfillment of the Dissertation requirements for the degree of Master of Project Management.

Approved: Dissertation Advisor Date

The University of Liverpool 2011

CERTIFICATION STATEMENT

I hereby certify that this paper constitutes my own product, that where the language of others is set forth, quotation marks so indicate, and that appropriate credit is given where I have used the language, ideas, expressions or writings of another.

Signed
Mark Chan

ABSTRACT

Total Quality Management (TQM) in Hospitality Industry: A study of the application of TQM in a hotel's engineering department and its effects on hotel performance by

Mark Chan

Total Quality Management (TQM) methodology can help organizations to achieve business excellence. This methodology is also useful for the hospitality industry; almost all hotels focus on quality management to improve their business by enhancing customer satisfaction, competitive advantage and retaining

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