Total Quality Management

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Total Quality
Management

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1. Application Background
Key challenges faced by small and medium hotel enterprises are lack of
implication and communication between the top-level management and
the employees and rigidity in the operations which make it difficult for
them to deliver quality services for customers (Bon & Mustafa, 2013).
Employees are not able to provide their insight to the management to
improve customer services. Demotivation among employees also reduces
the attention received by customers, which reduce customers and
employee satisfaction level and harm the profitability of the organisation.
2. TQM approach to be used
Since customer requirements and organisations evolve continuously, the
Total Quality Management (TQM) systems should evolve as well to bring
flexibility in operations. This can be achieved by increasing
communication between employees and the management to collect
insights about customers’ requirements from workers who engage with
them (Lavia Lopez & Hiebl, 2014). In the TQM system, roles and
responsibilities of parties should be clear, and managers should
communicate with employees to address their challenges and rewarding
them to motivate them to improve their performance. The Baldrige
Performance Excellence Program can be used in order to bring customer-
focused change by small and medium hotel enterprises by complying with
the criteria given by Malcolm Baldrige to make sure that the management
makes customer-centric decisions while focusing on factors such as
leadership, strategic planning, customer focus, measurements, workforce
focus, process management and results (Bouranta, Psomas &
Pantouvakis, 2017).
3. Expected Achievements
The expected achievements include an increase in customer loyalty and
satisfaction level of small and medium hotel enterprises, which will