Improving Quality: A Report on TUI's Hospitality & Tourism

This report examines the quality management practices employed by TUI, a leading tourism company. It defines quality management and its importance, discusses issues faced by TUI due to poor service quality using the SERVQUAL model (including technical issues, rising costs, poor employee performance, and logistics problems), and explores the impact of benchmarking on enhancing productivity, business performance, service quality, cost efficiency, and employee motivation. The report concludes with recommendations for improving quality standards within the organization to enhance customer satisfaction and maintain a competitive edge. Desklib offers similar solved assignments and study tools for students.

MANAGING QUALITY IN
HOSPITALITY, TOURISM
AND EVENTS

EXECUTIVE SUMMARY
This report will be discussing the quality management practices that are followed by the
travel and company, TUI. The report will be defining the concept of quality management and
how this can be followed by the company. The report will also discuss about the issues which
have been faced by the company due to poor quality of products and services which are offered
by the organization. The report will outline quality management strategies that can support
improving the quality of products and services of the company.

Table of Contents
EXECUTIVE SUMMARY...........................................................................................................2
INTRODUCTION.........................................................................................................................4
MAIN BODY..................................................................................................................................4
Concepts of quality management.................................................................................................4
Outlining major issues experienced faced by the company.........................................................5
Impact of techniques for delivering consistent and effective quality management.....................7
Recommendations for improving quality....................................................................................9
CONCLUSION..............................................................................................................................9
REFERENCES............................................................................................................................11

INTRODUCTION
Quality management is the act of overseeing all activities which must be performed and
maintained at a level of excellence. The practice of quality management focuses on the
evaluation of quality policy, creating and implementing quality planning and assurance, quality
control, and quality improvement (ADAM BARONE, 2020). The approaches and practices of
quality management ensure that the products and services of the company are consistent. TUI is
one of the leading tourism companies which is a tour operator and is working with 1600 travel
agencies, 5 airlines, 400 hotels, 16 cruises, and more. The company is covering the entire value
chain and is offering services all around the globe (About TUI Group, 2022). The company was
founded in 1923 and has been operating under the label of Touristik Union International (TUI
Group). This report will be discussing the concepts of quality management with the help of
models and frameworks for the company. The study will be discussing the major issues which
have been faced by the company in relation to quality standards within the organization. The
report will be discussing the impact of technology on delivering consistent and effective quality
management practices. Lastly, the study is going to reflect suggestions through which quality can
be improved.
MAIN BODY
Concepts of quality management
Quality management practices are the approach of the company which ensures that
superior quality of products and services are delivered by the organization. The approach of
quality management is followed to measure the performance, reliability, and durability of an
organization. The concept of quality management is to eliminate errors, identify training
opportunities, and improve the processes which can enhance organizational productivity and
service. The approach of quality management focuses on planning and meeting the long-term
goals by planning and implementing short-term goals which can enhance the products and
services of an organization. Total quality management is one of the practices that is followed by
companies to maintain the quality standards of the company.
The components of quality management are- quality manual organization, quality policy,
data management processes, product quality, quality instruments, structure and responsibility,

and document control and management. Quality management services (QMS) cannot be stated as
a machine whereas, it is a process that focuses on perspective and approach that can be helpful in
increasing customer service and ensure in meeting customer satisfaction. The system of quality
management is a multi-faceted process that focuses on developments and continuous
improvement in relation to high-level goals and day-to-day operations. However, the process of
quality management can be termed as the practice of an organization through which they can
enhance the productivity, products, services, and efficiency of the business. The process of
quality management is also helpful in meeting customer satisfaction by delivering them quality
services that can enhance the competitiveness and goodwill of an organization. Quality
management plays a crucial role which can be helpful in meeting customer demands in building
customer loyalty through which a customer base can be created.
Quality management plays a crucial role in the growth and performance of a company
where companies can ensure that their products can meet the highest quality standards and
customer satisfaction levels. The concepts and fundamentals of quality management are followed
for improving product reliability, durability, and performance which supports companies in
meeting customer satisfaction (Andra Picincu, 2018). Implementing the total quality
management practices can be helpful in reducing costs and increasing the profits of the
organization. The quality management services are helpful in enhancing organizational
effectiveness, maintaining organizational culture, and incorporating compliance into
documentation that can support companies in meeting standards.
In relation to TUI, the travel company can follow quality management practices and
systems that will support the brand in enhancing the quality services of the company through
which they can meet customer satisfaction and ensure higher productivity of the business
(Barron and Leask, 2020). The travel company will be following quality management systems
through which they can meet the organizational objectives and ensure the quality performance of
the company can be maintained. The company will be following total quality management
practices (TQM) through which they can focus on customers, focus on continuous improvements
which will be helpful in enhancing the performance and service of the company.

Outlining major issues experienced faced by the company
The travel company, TUI has been facing various issues by the customers and by the
company. The issues have been hindering the performance and brand image of the travel
company. The issues which have been faced by the travel company can be identified with the
help of the SERVQUAL approach. The issues faced by the travel company are discussed beneath
with the help of the model:
SERVQUAL Model
SERVQUAL model is a service quality model which is a research method that can be
used for analyzing the consumer expectation and perception of service (The Servqual Model,
2021). This tool is used to measure the quality of services that have been offered by the
organization to the customers. The SERVQUAL model is used to eliminate the gap between
consumer demands and expectations. The model of service management is coined by
management guru- Valaroe Zeithaml, A. Parasuraman, and Leonard Berry. The five dimensions
which are identified with the help of this model are- (RATER) reliability, assurance, tangibles,
empathy, and responsiveness which will be helpful for the company to understand consumer
requirements and create a positive customer relationship.
This model is helpful in evaluating issues that have been faced by the companies. In the
context of TUI, the travel company will be incorporating the SERVQUAL model through which
they can outline the quality issues that have been faced by the company, such issues are
discussed underneath:
 Incline in technical issues- The travel company, TUI has been facing technical issues
which are responsible for leading to delays in the completion of activities and this also
hampers the customer service. Such issues are responsible for creating an impact on
leading to more frustrated customers and increasing the employee and customer turnover
rate. The technical issues have been faced by the company due to lack of employee
technical knowledge which is affecting the brand image, employee and customer
retention rate as well.
 Incline in cost- The incline on cost and poor quality service is one of the major issues
which has been faced by the travel company, TUI. Such issues have been responsible for
leading to an incline in customer turnover rate which is negatively affecting the brand

image and position of the company within the competitive business environment (Joseph
Sirgy, 2019). The quality of services is not up to the mark while the hike in cost is a
limiting factor which is restricting clients to making purchases from the company and is
making TUI face heavy consequences which is affecting their profitability.
 Poor employee performance- Due to poor motivation level and poor performance of the
employees. This has been a major issue that has been faced by TUI which is responsible
to affect consumer satisfaction level from the products and services offered by the
company. This issue is responsible for leading to poor organizational productivity which
has been the outcome of a lack of knowledge and employee interest. The travel company,
TUI also faced such an issue because of inappropriate and lack of training methods which
affected the company in meeting targets and consumer satisfaction.
 Poor logistics department services- The travel company, TUI have been facing various
issues related to the poor logistics services of the company. The travel company has not
been able to manage the logistics service which has been responsible for negatively
affecting the consumer interest and brand image of the company (Lugosi and et.al, 2020).
Such issues have been a major matter of concern which is affecting the interest and
willingness of customers due to poor services and leading to an incline in customer
turnover.
Impact of techniques for delivering consistent and effective quality management
Benchmarking is the approach that helps companies in gaining a competitive advantage
through which they can embrace change in the organization. The approach of benchmarking is
used as business metrics through which companies can compare them with competitors which
will be helpful in evaluating performance standards and the competitive position of the company
within the industry. The approach of benchmarking is helpful in comparing the performance of
companies which will support in making continuous improvements in the organization through
which organizational efficiency and performance can be enhanced.
The impact of benchmarking on the travel company, TUI in the context of delivering
consistent and effective quality management is discussed below:
 Improvement in productivity and efficiency- By incorporating benchmarking
standards, it will be helpful in enhancing the productivity and efficiency of the

organization (Mair and Weber, 2019). In the case of TUI, the travel company can work
on their efficiency and productivity by setting benchmarks that can encourage employees
for working up to the standard and meet targets. This will also offer the opportunity to
employees where they can engage in continuous improvement strategies that can support
the company in maintaining its competitive position within the industry.
 Improved business performance- Benchmarking is a strategy that will assist the
companies in making improvements in the process of the organization through which
business performance can be enhanced. With the help of benchmarking technique, the
travel company- TUI will be focusing on driving internal changes that can enhance the
business performance through which the company can maintain its competitive position
in the dynamic business environment.
 Better quality of products and services- With the help of benchmarking, the company
will set criteria that need to be achieved through which the quality of products and
services can be enhanced. The travel company, TUI will be planning strategies based on
market research which will be helpful in evaluating the performance standards of the
company’s products and service through which they can understand the requirements that
need to be made for enhancing eth quality of products and services of the company
(Mooney, 2020). TUI will be planning strategies as per the benchmark which will assist
the company in measuring their success and focus on maintaining the quality standard of
products and services of the company.
 Incline in cost efficiency- By following benchmarking in the organization, this will help
TUI in following cost-efficient approaches in the company through which they can
enhance their financial position within the industry. The travel company, TUI will be
following benchmarking through which they can reduce the cost which has been incurred
while performing the operations of the company which will be helpful in maximizing the
profitability and revenue of the organization.
 Improves motivation level- Benchmarking is an effective approach that helps in
planning standards and this can be helpful in boosting employee morale where employees
can be encouraged to work effectively in order to meet the standards which will create a
positive impact on the performance and overall productivity and quality standards of the

travel company (Nunkoo, 2018). Such approaches will support the company in meeting
the targets and in creating a strong position within the industry.
Recommendations for improving quality
There are various strategies which can be suggested for enhancing the quality standards
of the company, some of these suggestions for the travel company, TUI is listed below:
 Embracing use of technology- By making use of modern and advanced technology, this
will be helpful for TUI in eliminating errors and enhancing the efficiency of the company
in meeting targets. Such practices can be helpful in reducing manual interference and
human error which can be managed by TUI by making use of advanced technology
(Prentice, 2020). This will also help TUI in solving the issues, such as logistics and
technical issues which have been encountered by the organization.
 Communicating clear expectations- By setting clear standards and communicating
those standards to all employees will be helpful in bringing clarity to the roles and
respeonbili8tes that need to be met by them through which they can effectively perform
up to the desired standard. In the case of TUI, the management of the company must plan
and communicate the expected performance standards and duties to their employees
through which they can work on their performance and ensure quality services are
delivered which will also help in enhancing the competitive position of the company
within the industry.
 Following quality control measures- In order to enhance the quality standards of the
company, TUI will be focusing on the quality measures which must be taken by them
through which they can maintain the quality of products and services delivered by them.
Such practices will be helpful in meeting consumer demands and in ensuring the quality
of products and services are maintained while offering services to the consumers (Smit
and Melissen, 2018). TUI will continuously monitor and track the performance of the
company through which they can evaluate the performance and quality of services
offered by the company where future improvements of the company can be effectively
done.

CONCLUSION
From the detailed study of the paper, it can be concluded that quality management
systems are the practices that are performed by the companies through which they can ensure
quality customer services are offered by them which will be helpful in metering the targets and
organizational objectives. The quality management practices are followed by companies through
which they can meet customer demand and create a loyal customer base that can support in
enhancing organizational effectiveness and productivity. By making use of effective quality
management systems, can be helpful in enhancing the performance and quality of service of the
company through which the satisfaction level of consumers can be met. Such practices are
helpful in meeting the targets and ensuring that a strong customer base can be created.
SERVQUAL model is used for measuring the service quality of an organization through which
the company can evaluate the issues which have been faced by the company. By implementing
various techniques and approaches, helps in enhancing the efficiency and operational
effectiveness of the company through which they can maintain their competitive position within
the industry.

REFERENCES
Books and journals
Barron, P. and Leask, A., 2020. Events management education. In The Routledge handbook of
events (pp. 287-305). Routledge.
Joseph Sirgy, M., 2019. Promoting quality-of-life and well-being research in hospitality and
tourism. Journal of Travel & Tourism Marketing. 36(1). pp.1-13.
Lugosi, P and et.al., 2020. Managing experience co-creation practices: Direct and indirect
inducement in pop-up food tourism events. Tourism Management Perspectives. 35.
p.100702.
Mair, J. and Weber, K., 2019. Event and festival research: A review and research
directions. International Journal of Event and Festival Management.
Mooney, S. K., 2020. Gender research in hospitality and tourism management: time to change
the guard. International Journal of Contemporary Hospitality Management.
Nunkoo, R. ed., 2018. Handbook of research methods for tourism and hospitality management.
Edward Elgar Publishing.
Prentice, C., 2020. Enhancing the tourist experience with emotional intelligence. Tourism
Review.
Smit, B. and Melissen, F., 2018. Sustainable customer experience design: Co-creating
experiences in events, tourism and hospitality. Routledge.
Online
ADAM BARONE, 2020. Quality Management [Online]. Available through
<https://www.investopedia.com/terms/q/quality-management.asp#:~:text=Key
%20Takeaways-,Quality%20management%20is%20the%20act%20of%20overseeing
%20all%20activities%20and,quality%20control%20and%20quality%20improvement.>
About TUI Group, 2022 [Online]. Available through <https://www.tuigroup.com/en-en/about-
us/about-tui-group>
Andra Picincu, 2018. The Importance of Quality Management [Online]. Available through
<https://bizfluent.com/about-5377881-importance-quality-management.html>
The Servqual Model, 2021 [Online]. Available through
<https://www.marketing91.com/servqual/>