LCCA: TQM Implementation for Food Waste Reduction & Profitability

This case study investigates the application of Total Quality Management (TQM) principles at Marriott Hotels to address the critical issue of food waste and enhance overall profitability. The study begins by outlining the rationale and background of TQM, emphasizing its role in continuous improvement through rigorous process analysis involving all stakeholders. It then defines the research aim and objectives, focusing on understanding TQM concepts and practices, identifying challenges faced by Marriott in the absence of TQM, examining TQM's impact on reducing food wastage and increasing profitability, and recommending ways to improve operations using TQM. The research employs a quantitative approach, utilizing primary data collected through surveys and questionnaires from a sample of 30 respondents. The data analysis includes frequency distribution analysis and data interpretation to draw conclusions and provide recommendations for Marriott Hotels to optimize their TQM implementation, reduce food waste, and improve profitability.

Total Quality Management to
reduce food waste and increase
profitability. Case of Marriott
Hotels.
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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
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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.
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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.
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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
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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.
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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.
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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
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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
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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
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b) Aligning organisational objective with customer requirement
c) Designing robust training program for employees
d) Installing advancement food waste management technique
7
6
5
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