TQM is an intricate approach aimed at improving the value of processes by consistently checking for deficiencies in these products and services (Sashkin & Kiser, 1993). TQM is equally indispensable in the administration of hotels. It determines consumer contentment in terms of value of services provided. Nonetheless, measuring value still remains one of the concerns in the hospitality segment. It is crucial to apply TQM as a systematic approach; however, this is not enough to maintain it in an organization. TQM can be lucratively implemented in management of hotels by first recognizing customers as the most essential component of a transaction.

This means paying attention to their responses. There should always be a balance between the initial expectations of clients and how they view the service received. A service can be considered of high quality if it meets or exceeds client expectations (Sanders & Graham, 1992). Quality of processes provided can be improved by evaluating competitor’s performance. An outstanding provider pays attention to concepts pertaining to timeliness. It is the responsibility of a manager to make certain employees provide services on demand within the agreed time. Integrity is also vital; it entails completeness of the service that an organization provides. Employees should always follow the right procedures during provision of services.

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TQM is also implemented by coming up with measurement steps, which gives it, coherence. Statistical analysis of the processes helps in highlighting possible shortcomings in products and associated services. The results derived from the measurement methods are quite vital in making sound decisions (Mukherjee, 2006). An executive in the hospitality industry can constantly progress the quality of processes offered in various ways.

One can induce personnel to embrace teamwork directed towards quality culture. Employees should be assisted so that they can improve job performance by eliminating barriers. These may incorporate lack of quality materials that aid duties. Job performance can also be enhanced by providing sufficient and relevant training in TQM as well as other areas of work.

TQM requires managers to distinguish achievement. Symbolic rewards such as certifications should be accompanied by material recompense (Sashkin & Kiser, 1993). The thriving realization of TQM in an organization by an executive can be evaluated in various ways.

Employees should embrace and sustain a tradition of TQM. Successful achievement of TQM involves acknowledging consumers’ needs. It also entails establishing clients’ wants, which should be, written down and explored. Consumer desires eventually translate to the processes that distinguish an organization. The processes developed should be understood by those within the company. The administration of an organization should ensure that the processes developed satisfy the needs of customers. Finally, administration should derive a means of providing processes with exemplary standards (Sashkin & Kiser, 1993). TQM initiative is poorly implemented by organizations on numerous occasions.

This is evident when a company does not demonstrate objectivity in improving their products and service through the provision of long-term plans for education and research. Such organizations focus on profits that are termed as short-term in nature. TQM cannot be productively implemented if an institute disregards the needs of the customers (Sashkin & Kiser, 1993). An organization that inadequately attends to client feedback, and lacks methods of evaluation is likely to fail.


Mukherjee, P.N. (2006).

Total Quality Management. Mumbai: PHI Learning Pvt. Ltd Sashkin, M. & Kiser, K. J. (1993).

Putting total quality management to work: what TQM means, how to use it, & and how to sustain it over the long run: San Francisco: Berrett-Koehler Sanders, I. & Graham, M. (1992).

Total Quality Management in the Hospitality Industry. Vol 3, Issue 3: Oxfordshire: Carfax Publishing Company


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