Total Quality Management to Reduce Food Waste and Increase Profitability: A Case Study of Marriott Hotels

This article discusses the concept and practices of Total Quality Management (TQM) and its role in reducing food wastage and increasing profitability in Marriott Hotels. It also covers the challenges faced by Marriott in the absence of TQM practices and ways used by Marriott to improve their operations using TQM. The article is based on primary research and includes a literature review, data analysis, conclusions, and recommendations.

Total Quality Management to
reduce food waste and increase
profitability. Case of Marriott
Hotels.
1

Contents
Rationale/Background.....................................................................................................................3
INTRODUCTION...........................................................................................................................4
Research Aim...................................................................................................................................4
Research Objectives.........................................................................................................................4
Research Questions..........................................................................................................................5
Research Strategy............................................................................................................................5
Primary/ Secondary Research..........................................................................................................5
Sources of Data................................................................................................................................6
Population and Sampling.................................................................................................................6
Data Collection Methods.................................................................................................................7
Literature Review............................................................................................................................7
Concept and practices of total quality management used within an organisation.......................7
Challenges faced by Marriott hotel in absence of total quality management practices...............8
Role of total quality management in reducing food wastage and increasing profitability of
Marriott hotel...............................................................................................................................8
Ways used by Marriott hotel to improve their operations using total quality management........9
Data Analysis.................................................................................................................................10
FREQUENCY DISTRIBUTION ANALYSIS..........................................................................10
Data interpretation.....................................................................................................................13
Conclusions....................................................................................................................................23
Recommendations..........................................................................................................................23
REFERENCES..............................................................................................................................25
Appendix........................................................................................................................................26
2

Rationale/Background
Total satisfactory control (TQM) is a widespread philosophy of steadily improving the
operations of a enterprise. This is finished thru the utility of rigorous manner evaluation by way
of every concerned worker and commercial enterprise associate. TQM is commonly
implemented on the tactical, front-line level, wherein manufacturing, clerical, and coffee-level
managers are deeply concerned. Since the enterprise has better services and products, and its
interactions with clients are surprisingly errors-loose, there must be fewer customer complaints.
Fewer proceedings may also suggest that the resources dedicated to customer support may be
decreased. A better degree of customer pleasure may additionally lead to multiplied market
share, as existing clients act on the corporation's behalf to herald more customers.
3

INTRODUCTION
While focusing at the patron is critical to fulfillment, it isn’t the only element. A enterprise
can pass broke sparing no price to make clients satisfied. So no longer simplest does a
commercial enterprise need to meet clients, but it needs to do it in a way that is. A business
additionally has to look within and recognize its own operations, some other crucial position of a
fine control gadget. Being capable of fulfill customers even as operating effectively and
performance is actually the recipe for monetary achievement and balance. If the company wants
to achieve these excellent assurance desires that are part of Total Quality Management, then the
company will likely be in enterprise for a long term to come. Total Quality Management (TQM)
is a complete control technique via which commercial enterprise companies can boost their high-
quality and productiveness. The analysis on this pleasant control procedure is enormously
rigorous and cuts across the entire agency, with no department or worker exempted. In fact, it is
going directly to encompass customers and suppliers. There is no part of commercial enterprise
wherein TQM can’t be implemented. Its gear is so comprehensive that TQM without problems
works for income and marketing just as tons as it works for legal and administration.
Research Aim
“To identify the role total quality management in reducing food wastage and increasing
profitability of an organisation. A case study of Marriott hotel.”
Research Objectives
 To understand the concept and practices of total quality management used within an
organisation.
 To discern the challenges faced by Marriott hotel in absence of total quality management
practices.
 To examine the role of total quality management in reducing food wastage and increasing
profitability of Marriott hotel.
 To recommend the ways used by Marriott hotel to improve their operations using total
quality management.
4

Research Questions
 What is the concept and practices of total quality management used within an
organisation?
 What are the challenges faced by Marriott hotel in absence of total quality management
practices?
 What is the role of total quality management in reducing food wastage and increasing
profitability of Marriott hotel?
 What are the ways used by Marriott hotel to improve their operations using total quality
management?
Research Strategy
A research strategy refers to the step-with the aid of-step course of action that offers path to the
researcher's idea process. The main purpose is to introduce the important additives of the take a
look at which includes studies topic, regions, primary focus, research layout and finally the
research methods (Reinaldo and et.al., 2020). Quantitative studies techniques emphasize goal
measurements and the statistical, mathematical, or numerical evaluation of records accumulated
through polls, questionnaires, and surveys, or through manipulating pre-current statistical records
the use of computational strategies. The reason of quantitative studies is to acquire more
understanding and know-how of the social global. Researchers use quantitative techniques to
take a look at conditions or events that have an effect on humans. Quantitative research produces
goal information that can be virtually communicated through information and numbers.
Quantitative research is a systematic approach to collect statistics through sampling techniques,
for example, questionnaires, on line polls and on line surveys. It is accrued from both capability
and present clients and customers and depicted in phrases of numerical.
Primary/ Secondary Research
Primary studies is data accumulated through self-performed research techniques, while
secondary studies is statistics accrued from previously carried out studies. Secondary studies is
normally in which most studies starts offevolved (Rao, Kamath and Barkur, 2020). Secondary
studies is a kind of research that has already been compiled, accrued, organized and published
with the aid of others. It consists of reviews and research by means of government groups, trade
institutions or different groups inside the industry. Primary studies is extremely essential for
5

groups or groups as it helps them to accumulate first-hand facts approximately the desires of the
market. The findings from number one studies offer top notch insights and that they commonly
inform product improvement and similar modifications in organizational guidelines. In this
research, the researcher has used primary research.
Sources of Data
Primary statistics is a form of facts that is accumulated by means of researchers immediately
from principal sources thru interviews, surveys, experiments, and so forth. Primary statistics are
generally accumulated from the source wherein the facts at the beginning originates from and are
appeared as the great sort of statistics in studies. Primary information refers back to the first hand
records collected through the researcher himself. Secondary facts approach facts gathered by
using someone else earlier. Surveys, observations, experiments, questionnaire, non-public
interview, and so on. Primary facts are generally accumulated from the supply in which the
records originally originates from and are seemed as the nice sort of records in research.
Secondary statistics are statistics, which cannot be traced back to the level of individual
instances of statistical devices. In assessment to primary records it does no longer permit for
mathematical calculations which includes determining an arithmetic suggest, a correlation, and
so forth (Kaouthar, 2020). Secondary facts is facts accumulated by way of someone other than
the real consumer. It method that the records is already to be had, and a person analyses it. The
secondary records includes magazines, newspapers, books, journals, and so forth. It can be either
published records or unpublished records.
Population and Sampling
A populace is the whole organization which you need to attract conclusions approximately. A
pattern is the particular institution that one will accumulate facts from. The size of the pattern is
constantly much less than the total size of the population. In research, a populace would not
continually talk to humans. Population sampling is the manner of taking a subset of topics that is
representative of the complete populace (Prabowo and Saptadi, 2020). The sample should have
sufficient length to warrant statistical analysis. Sampling is performed because normally cannot
acquire statistics from the whole populace. Even in quite small populations, the data can be
needed urgently, and including each person inside the population in the information series may
take too lengthy. Simple random sampling has been used and the sample size is 30 respondents.
6

Data Collection Methods
Data is a group of information, figures, objects, symbols, and occasions amassed from
unique resources. Organizations acquire statistics to make better choices. Without information, it
might be difficult for groups to make appropriate selections, and so data is amassed at numerous
points in time from distinct audiences. For instance, earlier than launching a new product, an
business enterprise wishes to collect statistics on product call for, client options, competitors, etc.
In case information isn't always gathered beforehand, the agency’s newly released product might
also result in failure for many reasons, together with less call for and incapacity to satisfy
consumer wishes. Although statistics is a precious asset for every company, it does now not
serve any cause until analyzed or processed to get the desired consequences. Primary information
is collected from the first-hand experience and isn't used in the beyond. The records gathered by
means of primary facts collection techniques are particular to the studies’s reason and pretty
accurate.
Literature Review
Concept and practices of total quality management used within an organisation
TQM can be summarized as a management system for a customer-focused enterprise that entails
all employees in persistent improvement (Al Maazmi and Al Hamadi, 2021). It uses method,
facts, and powerful communications to integrate the exceptional area into the tradition and sports
of the agency. Many of those principles are present in modern excellent management systems,
the successor to TQM. Here are the 8 concepts of total quality control. A essential a part of the
management of pleasant is the strategic and systematic technique to accomplishing an
organisation’s vision, venture, and goals. This system, called strategic planning or strategic
management, consists of the method of a strategic plan that integrates satisfactory as a middle
component. Total best control (TQM) is the chronic procedure of detecting and decreasing or
disposing of mistakes in production. Total Quality Management is described as a consumer-
oriented system and goals for non-stop improvement of business operations. It ensures that each
one allied works (in particular work of personnel) are in the direction of the commonplace
dreams of enhancing product exceptional or service exceptional, as well as improving the
production method or process of rendering of offerings. However, the emphasis is placed on fact-
based totally decision making, with the use of performance metrics to reveal progress.
7

Challenges faced by Marriott hotel in absence of total quality management practices
Without a fine management device, a commercial enterprise will no longer be requested to bid
on or be granted a contract, proscribing the potential of the business to increase its outreach and
function. A formal, well-performed TQM application is purchaser targeted, and calls for that a
organization constantly get higher at making its products. Lack of exceptional in human,
monetary, physical and understanding factors needed to carry out business processes
consequences in an unfavorable impact on a organisation's profitability (Debnath, Hossain and
Rahman, 2020). A lack of market share and a diminishing client base effect in a decrease in sales
and an increase in advertising and marketing rate. Without a quality management system, a
enterprise will no longer be asked to bid on or be granted a settlement, proscribing the potential
of the commercial enterprise to make bigger its outreach and function. A formal, properly-
finished TQM application is patron targeted, and requires that a business enterprise continuously
get better at making its products. Lack of a non-stop improvement process will permit a product
to stagnate, whilst the products with which it competes preserve to improve in satisfactory,
characteristic, and use. TQM includes coming across the deficiencies that exist in the
manufacturing of a product, and reducing the wide variety of faulty merchandise that get
delivered to the consumer. A continuous improvement program can decrease manufacturing
prices by means of reducing faulty product, can growth manufacturing through continuous
evaluation and refinement of the producing manner, and can discover and eliminate
inefficiencies during the enterprise (Harris, 2021). Lack of a consumer pride application will
drive clients to appearance elsewhere for similar merchandise from companies who respond to
their wishes. Total pleasant control has constantly enhancing client pride at its heart. A company
that is not committed to pleasing customers will quickly lose them to competitors who do reply
to clients demands.
Role of total quality management in reducing food wastage and increasing profitability of
Marriott hotel
Food waste refers to meals that completes the food deliver chain as much as a final product, of
excellent exceptional and match for consumption, however nevertheless does not get ate up due
to the fact it's far discarded, whether or not after it's miles left to ruin or expire. Sustainable
meals production is a method of production the usage of methods and systems which might be
non-polluting, preserve non-renewable power and natural assets, are economically green, are
8

secure for workers, groups and clients, and do not compromise the wishes of future generations.
The position of TQM in the eating place enterprise became also emphasised in every other essay
that focused on several regions for first-class development along with menu of- ferings,
hospitality, carrier, cleanliness, and meals nice. It additionally cited the need and priorities of
getting health and protection issues in restaurants. Total quality control (TQM) is the continual
technique of detecting and lowering or disposing of errors in manufacturing, streamlining deliver
chain control, enhancing the customer enjoy, and ensuring that personnel are on top of things
with training. Total quality management (TQM) is a device that promotes a crew-based totally
method to improving tactics, with the intention of achieving a high degree of best and carrier
(Hashmi, Shahzad and Izhar, 2021). It’s a way to beautify operations, educate personnel, and
enhance a organization’s ability to serve its clients.
The food enterprise, as with most other industries, is centered on assembly the desires of
its customers. Depending on the unique enterprise and its clients, this can contain some thing
from preserving sanitary meals plant machinery, to detecting dangerous microorganisms, to
developing new meals merchandise. One of the principle objectives of general first-rate
management is to take those techniques and refine them. The factor is to observe what customers
want, examine the approaches current tactics fall brief of meeting that aim, and then make
adjustments so one can correct any deficiencies.
Ways used by Marriott hotel to improve their operations using total quality management
The first of the Total Quality Management standards places the focal point lower back at the
people buying the service or product. The customers determine the satisfactory of the product. If
the product fulfills a need and lasts as long or longer than predicted, customers recognize that
they have got spent their money on a first-class product. Integrated systems help the agency to
search for persistent improvement which will achieve an part over the competition. To put into
effect this TQM principle: Promote a piece subculture targeted on fine. Use flowcharts and
different visual aids to assist personnel understand how their functions fit in with the rest of the
agency (Kaiseroglou and Sfakianaki, 2020). TQM is taken into consideration a consumer-
focused procedure that makes a speciality of constantly improving business operations. It strives
to make certain all associated personnel work toward the not unusual dreams of improving
product or service quality, in addition to enhancing the methods that are in location for
production. TQM's consciousness on getting rid of errors and bringing about method
9

performance heralds a right away approach such as counselling and different remedial actions to
resolve problems consisting of absenteeism. The enhanced productiveness brought
approximately by way of TQM interprets to higher income for the company, and therefore higher
wages.
Data Analysis
FREQUENCY DISTRIBUTION ANALYSIS
Q1) Do you think TQM is important for taking out operations of Marriott
hotel?
a) Yes
b) No
Frequency
22
8
Q2) Do you think providing effective training to the employee will help the
Marriott to reduce their food waste and increase their profitability?
a) Yes
b) No
Frequency
25
5
Q3) What are the total quality management practices used by UK hospitality
industry?
a) Cross functional product design
b) Involvement of customers
c) Feedback and information
d) Management of supplier quality
e) Cross functional training
Frequency
6
7
8
5
4
Q4) As per your opinion, what total quality management practices is adopted
by Marriott hotel?
a) Cross functional training
b) Feedback and information
c) Management of supplier quality
d) Involvement of customer
Frequency
9
11
4
6
10

Q5) According to your perspective, what is the main purpose of Total Quality
Management within Marriott hotel?
a) Improving business performance
b) Better communication
c) Integrating the system
d) Controlling quality
Frequency
11
5
7
8
Q6) What is the greatest benefit experienced by Marriott hotel by adopting the
strategy of Total Quality Management?
a) Reduce food waste
b) Increasing profitability
c) Enhanced customer loyalty
d) Reduced operational cost
Frequency
9
8
7
6
Q7) According to you, how Marriott hotel reduces its food wastage through
total quality Management?
a) Practise stock rotation regularly
b) Anticipating the demand with care
c) Taring employee how to reduce waste
d) Keeping stock inventory
Frequency
13
3
8
7
Q8) What are the challenges faced by Marriot hotel in absence of total quality
management?
a) Increasing food waste
b) Unfavourable impact on company’s profitability
c) Lack of quality in human resource
d) Diminished customer base
Frequency
10
7
5
8
Q9) Do you think reduction of food waste by using TQM practices help in
improving profitability level of Marriot hotel?
a) Yes
b) No
Frequency
23
7
Q10) If you get chance then what would you recommend Marriott to improve
their business operation through Total Quality management?
a) By properly analysing the food inventory
Frequency
11
11

b) Aligning organisational objective with customer requirement
c) Designing robust training program for employees
d) Installing advancement food waste management technique
7
6
5
12

Data interpretation
Q1) Do you think TQM is important for taking out operations of Marriott
hotel?
Frequency
Yes 22
No 8
Mean 15
Median 15
Mode 1
Variation 98
Standard deviation 7
Coefficient of variation 65.99
Interpretation: From the above graph this can be concluded that TQM is having higher
importance within the business operations of Marriott. In this research, out of 30 respondents 22
have said that practices of TQM are having higher importance within business functions of
Marriott whereas 8 respondents have said that practices of TQM are not much more useful.
Median of this question is 15, mean of this question is 15 and mode of the question is 1.
13

Variation of this question is 98, standard deviation is 7 and at last coefficient of variation is
68.99.
Q2) Do you think providing effective training to the employee will help the
Marriott to reduce their food waste and increase their profitability?
Frequency
a) Yes 25
b) No 2
Mean 13.5
Median 13.5
Mode 1
Variation 16.263
Standard deviation 264.5
Coefficient of variation 120.47
Interpretation: From the above graph this can be concluded that training is having higher role
within the organisation in order to reduce food waste and increasing profitability. In this manner
out of 30 respondents, 25 have said that with the help of effective training food waste can be
reduced and at the same time profitability can also be managed. On the other hand, 2 have said
that trainings are not effective in order to reduce food waste and increase profitability. The mean
14

of this question is 13.5, median is 13.5 and mode is 1. The variation of this question is 16.263,
standard deviation is 264.5 and coefficient of variation is 120.47.
Q3) What are the total quality management practices used by UK hospitality
industry?
Frequency
a) Cross functional product design 6
b) Involvement of customers 7
c) Feedback and information 8
d) Management of supplier quality 5
e) Cross functional training 4
Mean 6
Median 6
Mode 8
Variation 1.58
Standard deviation 2.5
Coefficient of variation 26.35
Interpretation: From the above graph this can be concluded that out of 30 respondents, 6 have
said that Cross functional product design is the major TQM practices. On the other hand, 7 have
said that involvement of customers are regarded as the major practice of TQM. Besides this 8
15

have said that feedback and information is the major practice of TQM adopted by the
organisation and 5 have said that management of supplier quality is the major practice of TQM
which can be adopted by the organisation. At last 4 have said that cross-functional training is the
prominent practice of TQM used within an organisation. The mean, mode, median of this
question is 6, 6 and 8 respectively. Whereas variation, standard deviation and coefficient of
variation of this question is 1.58, 2.5 and 26.35 respectively.
Q4) As per your opinion, what total quality management practices is adopted
by Marriott hotel?
Frequency
a) Cross functional training 9
b) Feedback and information 11
c) Management of supplier quality 4
d) Involvement of customer 6
Mean 7.5
Median 7.5
Mode 11
Standard deviation 3.109
Variance 9.66
Coefficient of variance 41.45
16

Interpretation: From the graph this can be concluded that out of 30 respondents, 9 have said
that cross-functional training is the major practice that can be adopted by organisation in terms of
TQM, whereas 11 have said that feedback and information is the major practice that can be
adopted by organisation in terms of TQM. On the other hand 4 have said that management of
suppliers quality is the major practice adopted by the organisation in the context of TQM and 6
have said that involvement of customer is the major practice adopted by the organisation in terms
of TQM. The mean, mode and median for this question is 7.5, 7.5 and 11 respectively. Whereas
standard deviation, variance and coefficient of variance is 3.109, 9.66 and 41.45 respectively.
Q5) According to your perspective, what is the main purpose of Total
Quality Management within Marriott hotel?
Frequency
a) Improving business performance 11
b) Better communication 5
c) Integrating the system 7
d) Controlling quality 8
Mean 7.75
Median 7.5
Mode 11
Standard deviation 2.5
Variance 6.25
Coefficient of variance 32.25
17

Interpretation: From the above graph this can be concluded that out of 30 respondents 11 have
said that the major purpose of TQM is to improve business performance. On the other hand, 5
have said that better communication is the major purpose of TQM within the organisation.
Besides this, 7 have said integrating the system is the major purpose of TQM and at last 8 have
said that controlling quality is the major purpose of TQM within an organisation. The mean,
mode and median is 7.5, 7.5 and 11 respectively. Whereas standard deviation, variance and
coefficient of variance is 2.5, 6.25 and 32.25 respectively.
Q6) What is the greatest benefit experienced by Marriott hotel by adopting
the strategy of Total Quality Management?
Frequency
a) Reduce food waste 9
b) Increasing profitability 8
c) Enhanced customer loyalty 7
d) Reduced operational cost 6
Mean 7.5
Median 7.5
Mode 9
Standard deviation 1.29
Variance 1.66
Coefficient of variance 17.21
18

Interpretation: From the above accumulated information it is being analysed that the avaergae
mean of total 40 respondent is 7.5 and the mid value of the participnat is 7.5. The more number
of person answer option one that is reducing food waste is the gestedt benefit and the applicants
which answer is 9. The standard deviation for the above avaergae means is 1,29 which menas
that the mean can be fluctuted by this percent.
Q7) According to you, how Marriott hotel reduces its food wastage through
total quality Management?
Frequency
a) Practise stock rotation regularly 13
b) Anticipating the demand with care 3
c) Taring employee how to reduce waste 8
d) Keeping stock inventory 7
Mean 7.5
Median 7.5
Mode 13
Standard deviation 4.11
Variance 16.9
Coefficient of variance 53.07
19

Interpretaion: From the above data it is been evaluated that the averge mean of 40 repsondent is
7.5 and the mid value is 7.5. the highest mode is 13 which means that total 13 participnats has
answerd that they can reduce waste by reguarly monitoring stock. The maen value can be
flucuated by 4.11 and variance is 16.9 and coefficient of variance is 53.07.
Q8) What are the challenges faced by Marriot hotel in absence of total quality
management?
Frequency
a) Increasing food waste 10
b) Unfavourable impact on company’s profitability 7
c) Lack of quality in human resource 5
d) Diminished customer base 8
Mean 7.5
Median 7.5
Mode 10
Standard deviation 2.08
Variance 4.33
Coefficient of variance 27.75
20

Q9) Do you think reduction of food waste by using TQM practices help in
improving profitability level of Marriot hotel?
Frequency
a) Yes 23
b) No 7
Mean 15
Median 15
Mode 23
Standard deviation 11.31
Variance 128
Coefficient of variance 75.42
21

Interpretation: With the above collected data it is analysed that majority of respondents have
said yes that reduction of food waste by using TQM practices help in improving profitability
level of Marriot hotel because it is directly connected to management of wastes. The mean, mode
and media are 15, 15 and 23 respectively.
Q10) If you get chance then what would you recommend Marriott to improve
their business operation through Total Quality management?
Frequency
a) By properly analysing the food inventory 11
b) Aligning organisational objective with customer requirement 7
c) Designing robust training program for employees 6
d) Installing advancement food waste management technique 5
Mean 7.25
Median 6.5
Mode 11
Standard deviation 2.62
Variance 6.91
Coefficient of variance 14.18
22

Interpretation: From the above mentioned information it is interpreted that majority of
participants have answered that properly analyzing the food inventory is one of the
recommendations to Marriott for improve their business operation through Total Quality
management because this helps in determining the needed inventory to take out the activity of
the organisation. The mean, median and mode are 7.25, 6.5 and 11 respectively
Conclusions
From the above report, it can be concluded that TQM oversees all activities and obligations
had to hold a preferred level of excellence within a business and its operations. This consists of
the dedication of a first-class policy, growing and imposing great making plans and guarantee,
and first-rate manage and high-quality improvement measures. Total Quality Management is
described as a continuous effort by management to improve and improve the approaches and
structures to ensure advanced excellent merchandise. Every enterprise has to attend to its clients.
Their feedbacks are vital. Total Quality management creates methods and structures based on
client feedbacks and various researches which sooner or later help within the improvement of
corporation.
Recommendations
It is recommended that Marriott should implement latest technologies and effective total
quality management strategies. TQM can be summarized as a management gadget for a patron-
focused enterprise that entails all employees in continual development. It uses strategy,
23

information, and effective communications to combine the great area into the culture and
activities of the organization. A essential a part of TQM is a focus on process wondering. A
method is a chain of steps that take inputs from providers (internal or outside) and transforms
them into outputs that are delivered to customers (inner or external). The steps required to
perform the process are described, and overall performance measures are constantly monitored
so one can locate sudden version.
24

REFERENCES
Books & Journals
Al Maazmi, A. and Al Hamadi, A., 2021. The Influential Factors of TQM and TPM
Implementation on Manufacturing Industry Performance (MIP). Journal of Advanced
Industrial Technology and Application, 2(1), pp.51-56.
Debnath, G.C., Hossain, M.I. and Rahman, M., 2020. TQM practices and utilization of
technology in the ready made garments (RMG) sector of Bangladesh.
Harris, M., 2021, December. An Investigation on Engine Mass Airflow Sensor Production via
TQM, TPM, and Six Sigma Practices. In Operations Research Forum (Vol. 2, No. 4,
pp. 1-23). Springer International Publishing.
Hashmi, S.D., Shahzad, K. and Izhar, M., 2021. Proposing total quality management as a buffer
between global software development challenges and project success. The TQM
Journal.
Kaiseroglou, N. and Sfakianaki, E., 2020. A review of total quality management applications in
schools. International Journal of Management in Education, 14(2), pp.121-134.
Kaouthar, L., 2020. TQM and Six Sigma: A Literature Review of Similarities, Dissimilarities
and Criticisms. Journal of Management and Economic Studies, 2(4), pp.198-226.
Prabowo, T. and Saptadi, S., 2020, October. Designing Assessment Model of Quality
Management Maturity in Manufacturing Industry with TQM Approach. In Proceeding
on International Conference of Science Management Art Research Technology (Vol. 1,
No. 1, pp. 64-70).
Rao, P.S., Kamath, G.B. and Barkur, G., 2020. TQM practices and organizational performance:
A review. International Journal of Management, 11(5).
Reinaldo, L.D.S.P. and et.al., 2020. Critical factors for total quality management implementation
in the Brazilian construction industry. The TQM Journal.
25

Appendix
Q1) Do you think TQM is important for taking out operations of Marriott hotel?
a) Yes
b) No
Q2) Do you think providing effective training to the employee will help the Marriott to reduce
their food waste and increase their profitability?
a) Yes
b) No
Q3) What are the total quality management practices used by UK hospitality industry?
a) Cross functional product design
b) Involvement of customers
c) Feedback and information
d) Management of supplier quality
e) Cross functional training
Q4) As per your opinion, what total quality management practices is adopted by Marriott hotel?
a) Cross functional training
b) Feedback and information
c) Management of supplier quality
d) Involvement of customer
Q5) According to your perspective, what is the main purpose of Total Quality Management
within Marriott hotel?
a) Improving business performance
b) Better communication
c) Integrating the system
d) Controlling quality
Q6) What is the greatest benefit experienced by Marriott hotel by adopting the strategy of Total
Quality Management?
a) Reduce food waste
b) Increasing profitability
c) Enhanced customer loyalty
d) Reduced operational cost
26

Q7) According to you, how Marriott hotel reduces its food wastage through total quality
Management?
a) Practise stock rotation regularly
b) Anticipating the demand with care
c) Taring employee how to reduce waste
d) Keeping stock inventory
Q8) What are the challenges faced by Marriot hotel in absence of total quality management?
a) Increasing food waste
b) Unfavourable impact on company’s profitability
c) Lack of quality in human resource
d) Diminished customer base
Q9) Do you think reduction of food waste by using TQM practices help in improving
profitability level of Marriot hotel?
a) Yes
b) No
Q10) If you get chance then what would you recommend Marriott to improve their business
operation through Total Quality management?
a) By properly analysing the food inventory
b) Aligning organisational objective with customer requirement
c) Designing robust training program for employees
d) Installing advancement food waste management technique
27