Total Quality Management of Marriot International

Topics: Marriott International, J. Willard Marriott, Islamabad Marriott Hotel bombing Pages: 46 (9859 words) Published: May 4, 2013

Marriot International’s Project

|Name |Enrolment # | |Muhammad Saad Mazhar (Group Leader) |01-120121-057 | |Hira Sheikh |01-120121-029 | |Usman Ijaz Malik |01-120121-0 |


The success and final outcome of this project required a lot of guidance and assistance from many people and we are extremely fortunate to have got this all along the completion of our project work. Whatever we have done is only due to such guidance and assistance and we would not ever forget to thank them.

We respect and thank Mr. Manzoor Iqbal Awan, for giving us the opportunity to do the project work as to Marriot International providing us all support and guidance which made us complete the project on time. We are extremely grateful to him for providing such a nice support and guidance though he had busy schedule managing many other tasks.

We owe my profound gratitude to our project interviewee Mr. Sher Alam, who took keen interest in our project work and guided us all along, till the completion of our project work by providing all the necessary information for developing a good Total Quality Management.

We would not forget to remember Mr. Ali Akbar and Mr. Ahmed from Marriot International for their unlisted encouragement and more over for their timely support and guidance till the completion of our project work.

We heartily thank all the participants who participated in our survey for their guidance and suggestions during our project work.

We are thankful to and fortunate enough to get constant encouragement, support and guidance from all senior students of management sciences from Bahria University who helped us in successfully completing our project work. Also, we would like to extend our sincere regards to all the non-teaching staff of department of Management Sciences for their timely support.

Table of Content:



Marriot International:7

Mission Statement: 7

Vision Statement: 8


How we conducted the research?8

Primary sources:9

Secondary Sources:10

Total Quality Management of Marriot Hotels (by viewing it via Principles and Practices of TQM)10

A Committed and Involved Management:11

Unwavering Focus on the customer:13

Utilization of the entire work force:14

Continuous Improvement:16

Treating suppliers as partners:17

Establish performance measures for the processes:18

Tools and techniques in TQM:20

Quality management structure of Marriot International:22

Quality Policies of Marriot International:23

Corporate objectives/Annual Plan25

Our Analysis with respect to Marriot’s Annual plans:25

Quality Statement:25

Qualitative values of Marriot International:26






Quality Improvement Program:28

What are the possible obstacles in implementing total Quality Management in a large organization like Marriot International?29

Role played by senior managers:32

Code of Ethics followed in Marriot Intl:33

Outcome of Employees Training in Marriot Intl:35

What are the key elements that promote the worker’s involvement within Marriot International?37

Juran's Trilogy39

Juran's Trilogy is possibly the most simple, complete, and pure representation of...
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