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

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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 guest loyalty. TQM is teamwork; every functional department must work cohesively together and support each other in order to achieve business excellence. Different departments in a hotel have different roles in delivering the service to hotel guests. This dissertation is aimed to find out how the Engineering Department, a back-of-house department in a hotel, supports the hotel goal of quality management together with the factors and practices that could impact the department both positively and negatively to achieve the quality.

In addition to the literary review, which reviewed existing knowledge, a qualitative approach was adopted for this research to collect primary data; structured interviews were conducted in Hong Kong and Beijing in China. Fourteen hotel engineers, with at least 5 years working experience in 5-star chain hotels, were interviewed. This research revealed that the major role of the engineering department is to ensure the efficient operation of all physical plants including electrical, mechanical, fire, hygiene and safety systems as well as production equipment; it plays a key role in providing a comfortable and safe environment for occupants including guests and staff. Comfort and safety are the essential factors in the decision making when people select hotels; therefore, the effectiveness of engineering department will affect the overall performance of the hotel. Quality tools are essential for the control, management, measurement and analysis of engineering tasks; they are important in maintaining the efficiency and improving the performance of the department. The top five critical success factors include: support from senior management, an effective team, leadership and management skills, communication, and clear quality requirements, whereas the top three barriers are: inadequate support from senior management, unfair work environment and bureaucratic policy – traditional...
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