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  1. 1. TQM IN HOTEL AND RESTAURANTS
  2. 2. TOTAL QUALITY MANAGEMENT • Total quality management is referred to as a way of life as it aims to satisfy customers constantly and to create appropriate conditions for constant training and development. • The current conception of quality but also aims to exceed them.
  3. 3. The Basic Elements of TQM Continuous Improvement • TQM is a never ending Process • Organisation that do not seek continuous higher level of quality lose ground against there competitors Delegation of Responsibilities • With correct handling by the administration the staff will be motivated and there interest in the work will increase so they will offer goods and services that are essential for the production of even better quality. Measurement • TQM is responsible for choice of criteria critical for measurement and it contributes to there being measured in a more effective way. Emphasis on Procedures •It concentrates on the improvement of procedures in order to prevent the reoccurrence of problems.
  4. 4. Importance of TQM • In past, choice of products and services was the price. • Today, more focus on Quality. • Personal participation of leading management. • Product/ service design • Education & training • Supplier relationship • Continuous improvement • Customer Focus • Process / Employee management
  5. 5. Effects of TQM on organization External • Quality product & services strengthens consumer confidence in the enterprise. • Increase share of target market, consequently its profitability and naturally strengthens the competitive position. • Incorporate the development of total quality relationship between the enterprise & suppliers. • In continual quality change in order to cope with the competition, consequences, knock-on benefit are created on social & national level.
  6. 6. Effects of TQM on organization Internal • Raising moral of hotel employees, job security, continues education. • Training creates highly effective citizens who are satisfied with there work and their social life. • Minimization of errors (higher the quality, lower the cost). • Reduction of production cost.
  7. 7. GREECE FOOD 1. Gyro 2. Souvlaki 3. Kebab 4. Saganaki 5. Tirokroketes/Sfougata
  8. 8. Restaurants in Greece 1. Crete Restaurants (2944) 2. Athens Restaurants (2754) 3. Rhodes Restaurants (1101) 4. Corfu Restaurants (1033) 5. Thessaloniki Restaurants (680) 6. Santorini Restaurants (600) 7. Zakynthos Restaurants (597) 8. Kos Restaurants (475) 9. Cephalonia Restaurants (433) 10. Mykonos Restaurants (343) 11. Chania Town Restaurants (338) 12. Rhodes Town Restaurants (318)
  9. 9. 13. Lefkada Restaurants (287) 14. Rethymnon Restaurants (280) 15. Paros Restaurants (275) 16. Naxos Restaurants (274) 17. Heraklion Restaurants (265) 18. Samos Restaurants (259) 19. Lesbos Restaurants (256) 20. Piraeus Restaurants (223) 21. Skiathos restaurants - Sporades 22. Mykonos Town restaurants - Mykonos 23. Kos Town restaurants - Kos 24. Thasos restaurants - Northeast Aegean Islands 25. Hersonissos restaurants - Heraklion Prefecture 26. Fira restaurants - Santorini
  10. 10. Hotels in Greece 1. Hilton Athens 2. Plaka Hotel 3. Melia Athens 4. InterContinental Athenaeum 5. Herodion Hotel 6. Royal Olympic Hotel 7. Electra Hotel 8. The Athens Gate Hotel 9. Radisson Blu Park Hotel Athens 10. Electra Palace Hotel – Athens 11. Acropolis Museum Boutique Hotel 12. New Hotel 13. Amalia Hotel 14. Athens Center Square 15. Novotel Athenes
  11. 11. 16. Areos Hotel 17. Hotel Grande Bretagne 18. Stratos Vassilikos 19. Hermes Hotel 20. Attalos Hotel 21. Fresh Hotel 22. AVA Hotel Athens 23. Polis Grand Hotel 24. Crowne Plaza Hotel 25. O&B Athens Boutique Hotel 26. Athens Atrium Hotel & Suites 27. Stanley Hotel 28. Athens Cypria Hotel 29. King George 30. Museum Hotel
  12. 12. TQM in Customer Service and Secrets of Quality Service
  13. 13. TQM in Customer Service Customer service in such a sector as food enterprises offers the most immediate benefits, as it is a sector where there is direct contact with the customers and plays an important role in total customer satisfaction.
  14. 14. The Secrets of quality service Identification of customer expectations Careful determination of suitable criteria of quality Eradication of obstacles to customer service Recognition of the dynamic character of customer needs
  15. 15. The characteristics of quality in food departments Food and drink Level of service Restaurant atmosphere Cleanliness and hygiene Increased staff responsibilities and competences
  16. 16. MATERIALS AND METHODS The study was conducted within the boundaries of Achaia in Greece. Currently The total no. Of hotels in Achaia are 114. The sample size taken to conduct the research was 9 from class A and 21 from class B. Based on the sample, an inventory in hotels in class A and B was carried out. The researcher proceeded to interview managerial staff of the hotels. The description and the presentation of the results of the study is in the form of text in the tables. The tables have been constructed with the help of microsoft excel.
  17. 17. Cont. The investigation was based on questionnaire. The questionnaire was separated into four parts. Initially, the perception of those responsible for the quality and the quality provision of services were investigated. Then, the subjects of the questions concerned TQM and quality certification systems. Finally the education level of managerial staff in hotel food departments of the sample.
  18. 18. Critical Analysis of Hotel Industry
  19. 19. Critical review • A number of studies have been conducted in the tourism sector on recovery issues however the integrated model that identifies the most important aspect is still not available in the literature. • Demand from tourists persists for highly specialized and customized services that has increased greatly. • In addition competition in the tourism has always been extremely high as newcomers and adopters of new trends systematically appear and demand their own market share. Therefore tourism industry professionals need to focus on offering better services at competitive prices.
  20. 20. • Main goal is to obtain customer satisfaction in order to secure a stable relationship with customers. • Satisfying customers is however a difficult task especially when it comes to services , a customer is more satisfied by products rather than services, particularly where there is a high degree of personal interaction with many departments and services ,service failure is sometimes difficult to avoid.
  21. 21. • Thus service recovery is a valuable marketing tool which constitutes a second chance for the hotel to satisfy the customer. • Studies have shown that the outcome of service recovery whether it is positive or negative will strongly influence the customers image of the hotel. • It is also important to note that up to what extent a service recovery affects the industry.
  22. 22. Literature review • Service failure situations are especially inevitable in the hotel industry due to 1) people factor 2) nature of services that is high level of contact between employees and customers due to increasingly high demand of todays hotel guests. • Furthermore the fact that the production and the consumption happen at the same time and at the same point does not allow enough room for correction without the hotel guests participation have categorized service failures in terms of their services and unexpected employee actions.
  23. 23. • Failures that deal with core services have been shown to be among most serious ones because they concern the basic service agreed upon thus customers expect that the provider will resolve the problem and therefore they constitute the main reason as to why customers change providers. • Thus service recovery which is defined as all those actions taken by a service provider in order to try to resolve the problem that caused the service failure. • The aim is not only to resolve the problems in order to minimize negative outcomes and retain customers but also to seek out and deal with the service failures.
  24. 24. • After all a good recovery as well as the reducing customers negative emotions also tries to increase the positive one. • However as smith states service recovery include situations in which a service failure occurs but no complaint is lodged by the customers meaning the service recovery also includes situations where the customer has expressed a complaint but the provider has recognised the failure and initiated a recovery procedure.
  25. 25. • Indeed several studies show that only a minority of dissatisfied customers actually complain mainly because of the emotional stress. • Service recovery’s effectiveness depends on several parameters , excellent recovery tactics can leave those customers who experienced a service failure followed by successful service recovery with grater satisfaction than those who did not experience a service failure incident at all. This is known as service recovery paradox.
  26. 26. FINDINGS OF THE STUDY
  27. 27. To investigate the perception the managers have about the definition of TQM LUXURY ADDITIONAL SERVICES RELIABILITY VALUE FOR MONEY ALL THE ABOVE PROVISION - RELIABILITY RELIABILITY STANDARDS I DON'T KNOW 7 2 1 2 8 1 2 1 30 8 4 8 34 4 8 4 QUALITY DEFINITION FREQUENCY PERCENTAGE
  28. 28. Whether TQM is implemented in the hotels YES NO I DON'T KNOW 5 3 15 22 13 65 TQM APPLICATION FREQUENCY PERCENTAGE
  29. 29. Investigation on methods of application of TQM DELEGATION OF RESPONSIBILITIES CONTINOUS IMPROVEMENT BOTH THE ABOVE TRAINING PROGRAMS 1 1 3 1 14 29 43 14 METHODS OF APPLICATION OF TQM FREQUENCY PERCENTAGE
  30. 30. Reasons why TQM is not implemented in the food and beverages segment of hotel industry. LACK OF TRAINING SUPERFLUOUS NEVER DEALT WITH TQM 9 3 5 53 18 29 REASONS FOR NOT IMPLEMENTING TQM FREQUENCY PERCENTAGE
  31. 31. Whether a system of quality certification in food and beverage department of hotels can alone ensure quality? LACK OF TRAINING SUPERFLUOUS NEVER DEALT WITH TQM 9 3 5 53 18 29 NON IMPLEMENTATION OF TQM IN FOOD AND BEVERAGES DEPARTMENT OF HOTEL INDUSTRY FREQUENCY PERCENTAGE
  32. 32. Whether the system of QC in food and beverage departments of hotels can alone ensure Quality. YES NO I DON'T KNOW 6 13 4 25 54 21 WHETHER QC IMPLEMENTATION CAN ALONE ENSURE QUALITY IN FOOD AND BEVEAGES DEPARTMENT FREQUENCY PERCENTAGE
  33. 33. Degree of necessity of TQM? VERY NECESSARY NECESSARY NEITHER NECESSARY NOR SUPERFLUOUS SUPERFLUOUS 4 7 10 2 17 30 44 9 DEGREE OF NECESSITY OF TQM FREQUENCY PERCENTAGE
  34. 34. Reasons for the adoption of the system of Quality Certification ATTRACTION OF CUSTOM PRODUCTS OF CONSISTENT QUALITY FINANCIAL COMPETITION 1 1 1 2 20 20 20 40 REASONS FOR ADOPTION OF SYSTEM OF CERTIFICATIONFREQUENCY PERCENTAGE
  35. 35. Adoption of Quality Certification prevented, Why? BUREAUCRATIC REASONS FINANCIAL REASONS NEVER DEALT WITH QUALITY CERTIFICATION SIZE OF HOTEL 45 28 23 4 ADOPTION OF QUALITY CERTIFICATION PREVENTED . WHY? PERCENTAGE
  36. 36. Education level of Managerial Staff LYKEIO IEK TEI TEI OTHER SPECIALITY AEI ANY SPECIALITY 8 0 7 2 5 34 8 33 4 21 EDUCATION LEVEL PROFILE FREQUENCY PERCENTAGE
  37. 37. RESULTS • It was observed that people identify quality with luxury and that’s not necessarily true. There was only a few section of population that believed that quality provision is more necessary in food and beverages department. • To the great extent it can been seen that TQM was not applied due to the lack of knowledge of the subject matter and even some of them consider that unnecessary.
  38. 38. • Lack of information on the issues like TQM is also a problem thus TQM was not applied by majority of hotels. • Only the A-Class hotels managers had the information on TQM, and their background of study belong to tourism sector but inspite of that they do not apply TQM. • One of the responses “ I don’t know” was mostly found on the part of the respondents whose education background did not belong to the tourism industry and that seemed a great problem.
  39. 39. • One more interesting result that the staff of the hotel industry was unaware of the quality certifications HACCP and ISO that are most necessary in the food production processes. • Then when it was asked about prevention of adoption of quality certification many reasons like bureaucratic, financial and others reasons came to concern, all those reasons were logical as they were the obstacles for QC. • Managers who know about HACCP and ISO belong to A- Class category hotels.
  40. 40. Suggestions For Future Research To generate comparative data concerning the differentiation of quality service and the degree of application of TQM in different regions ISO 9000, ISO 9001. System Quality Certification Study Basis:
  41. 41. Quality Management Principles 01 06 07 08 01 02 03 04 01 05 Customer focus The role of Leadership Involvement of People Process Approach System Approach to Management Continual Improvement Factual Approach to Decision Making Mutual Beneficial Supplier relationship Organizations depend on their customers and therefore should understand current and future customer needs, customer requirements and expectations Leaders establish unity of purpose and direction of the organization. People at all levels are the essence of an organization and their involvement enables their abilities to be used for the organization’s benefit A desired result is achieved more efficiently when activities and their related resources are managed as a process Identifying, understanding and managing interrelated processes Improving overall performance should be a permanent objective of the organization Effective decisions are based on the analysis of data and information An organization and it’s suppliers are interdependent and a mutually beneficial relationship enhances the ability for both to create value
  42. 42. Conclusion The results in the research did not present encouraging results with regard to quality service. Root cause is the lack of knowledge It was established that majority of managers do not know the basic principles of TQM or the certification systems.. Executives in tourism industry recognize the importance of quality certification and it’s role in future. SOLUTION Continuous education and awareness

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