Report on Quality Management at TUI Group (MOD006059), Semester 2

This report provides an analysis of quality management within TUI Group, a prominent travel and tourism company. It begins by identifying the reasons for poor service quality, such as inadequate customer service and insufficient employee training, which have negatively impacted customer satisfac...Read More

MANAGING QUALITY IN
HOSPITALITY, TOURISM
AND EVENTS

TABLE OF CONTENTS
INTRODUCTION.......................................................................................................................................3
MAIN BODY..............................................................................................................................................3
Reasons of poor quality that may have impacted TUI group...................................................................3
TUI Group’s financial capability and staff competence to improve quality.............................................4
Recommendation to TUI group with respect to total quality management..............................................5
CONCLUSION...........................................................................................................................................6
REFERENCES............................................................................................................................................7

INTRODUCTION
With the help of service quality and having an effective quality management in the
organisation, business can improve its overall performance (Uysal, Sirgy and Kruger, 2018).
This also helps the business to bring competitive advantage. Present study is based on the
multinational Travel and Tourism Company that is TUI group which was founded in the year
1923 and is world’s largest travel and Tourism Company now. Report will include the reasons
for poor quality that have impacted the company and will assess the financial capabilities and
staff competence of TUI to improve its quality. Finally, report will recommend some ways to
improve the quality of their service with total quality management concept.
MAIN BODY
Reasons of poor quality that may have impacted TUI group
The reason of poor quality that have impacted TUI group is the poor customer service
that they are providing. The customers are not satisfied with the services and as a result it is
leading to low level of their satisfaction (Su and Teng, 2018). This results in poor encouragement
of the customers to take the services again or recommend to other people. From the poor
reviews, it is been clear that the company is losing its customers due to their dissatisfaction
regarding the services that they are providing. Company is not handling the complaints of the
customers more effectively as the customers are not able to get connected with the right
department where they can make complaints and as a result they lose their future customers with
negative reputation of business in market. However, the business is required to minimize these
types of complaints with the use of live chat and instant messaging apps. With its use, the
company can get connected with its customers quickly and that leads to customer satisfaction.
The employees working at TUI group are not able to handle wide variety of situations as
they are not given an effective customer service excellence training. Company is required to
conduct different training programs so that they can improve their communication skills and also
conflict management skills by having ability to defuse angry customers. This is the best way to
eliminate the biggest customer service complaint. It is very important that the employees are
having product and service knowledge, TUI is somehow lacking behind to make its employees

updated about the offerings because of which they are not aware about the latest policies. This is
the reason they are not able to handle the complaints of customers (Moid and Alam, 2016).
TUI Group’s financial capability and staff competence to improve quality
TUI is financially strong and has capability to improve its quality of business with sound
strategic and operational positioning. Company have generated €18,928.1 million in the year
2019 and that shows that company is financially capable to handle its staff competence in order
to improve the quality of service that they are providing. Company has to invest its fund for
employees training and development as it directly leads to improvement of quality of service that
they are providing to their potential customers. TUI group is required to invest in voluntary
training of its employees with the help of e-learning programs. They have to motivate them by
making them clear that the competency training will leads to different promotions and salary
increment. This helps the employees to build their respective skills and will help them for
complaint handling. Customer service training is also important for the employees as its helps
the business to improve their customer support and satisfaction.(Yumatov and et.al., 2017)
TUI group is required to define quality customer service to its employees so that they have clear
idea about its importance and how to deal with the same in different situations. Employees are
required to be trained for providing good customer service and for the same they must have idea
about how to handle customer complaints and solve them effectively as it directly leads to
customer satisfaction and loyalty. TUI is also need to invest in regular training programme so
that the employees remain fresh and don’t forget the aspects that were taught to them. The
managers are also required to keep track of what the staff members are doing and have to correct
them time to time so that they can deal with the customers more effectively(Garst, Gagnon and
Brawley, 2019). It is also required to modify the training programme that TUI group is using
previously and invest in new technologies and training practices so that they can compete with
their higher competitors. This will help the business to improve their quality of services that they
are providing and will also result in fewer complaints from the customers. This results in an
effective reputation of TUI group in market.
Recommendation to TUI group with respect to total quality management

Figure :- 1
Illustration 1:- Total quality management
TUI group is required to work on the improvement of its quality of services that it is
providing to its customers. Customer satisfaction and service quality is having an interrelation as
the quality of service justifies the service cost that the company is taking. TUI group is required
to implement total quality management at the business as it directly leads to improvement in
customer satisfaction and also ensures that the employees are given effective training so that they
can handle the customers and their queries more effectively (Kiran, 2016). With the total quality
management, managers will be able to detect the errors more easily and will work to eliminate
these problems in future. This improves the operational performance of the company and directly
leads to customer satisfaction with effective services for them.
CONCLUSION
From the above report it is been concluded that the TUI is in need to improve the quality
of services that they are providing to the customers as many of them are making complaints and
giving bad reviews because of which reputation on the organisation is affecting negatively. For
the same business is required to work for staff competency in order to provide quality of services
and TUI is having sufficient funds to invest in employees training and development. Finally,

report concluded that with the help of Total quality management, business can improve the
quality of services that they providing to their customers.

REFERENCES
Books and Journals
Garst, B.A., Gagnon, R.J. and Brawley, A.M., 2019. Efficacy of online training for improving
camp staff competency. Journal of Adventure Education and Outdoor Learning. 19(1).
pp.12-27.
Kiran, D.R., 2016. Total quality management: Key concepts and case studies. Butterworth-
Heinemann.
Moid, S. and Alam, A., 2016. Scaling Service Quality in the Tourism Industry with Special
Reference to Uttar Pradesh. Journal of Management Research. 16(1). pp.25-43.
Su, Y. and Teng, W., 2018. Contemplating museums’ service failure: Extracting the service
quality dimensions of museums from negative on-line reviews. Tourism
Management. 69. pp.214-222.
Uysal, M., Sirgy, M.J. and Kruger, S. eds., 2018. Managing Quality of Life in Tourism and
Hospitality. CABI.
Yumatov, K.V. and et.al., 2017. Problem-based learning methods for training staff for tourism
and hospitality clusters. Eurasian Journal of Analytical Chemistry. 12(5b). pp.803-812.
ONLINE
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