The road to perfection through continuous improvement of the business processes in the hotel A- ROSA

Mitreva, Elizabeta and Lazarevska, Elena and Filiposki, Oliver and Gjorshevski, Hristijan (2018) The road to perfection through continuous improvement of the business processes in the hotel A- ROSA. In: 7th International Symposium on Industrial Engineering - SIE 2018, 27-28 Sept 2018, Belgrade, Serbia.

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Abstract

In this study an analysis of hospitality services company - Hotel Resort "A-ROSA" in Germany was performed in order to identify whether it has an efficient quality system. The survey was done as an attempt to perceive the existing situation in this company in the domain of design and implementation of the quality system, analyzed through the four pillars of the house of quality at the top of which is the top management, while the base is consists of measuring, evaluating, analyzing and comparing quality / poor quality. The results of applying the Total Quality Management (TQM) methodology have shown that it is possible to achieve the company's vision and main goals towards meeting the needs of internal and external clients, right on time, while eliminating the processes which are not adding value or any promotion. In this study an analysis of hospitality services company - Hotel Resort "A-ROSA" in Germany was performed in order to identify whether it has an efficient quality system. The survey was done as an attempt to perceive the existing situation in this company in the domain of design and implementation of the quality system, analyzed through the four pillars of the house of quality at the top of which is the top management, while the base is consists of measuring, evaluating, analyzing and comparing quality / poor quality. The results of applying the Total Quality Management (TQM) methodology have shown that it is possible to achieve the company's vision and main goals towards meeting the needs of internal and external clients, right on time, while eliminating the processes which are not adding value or any promotion.

Item Type: Conference or Workshop Item (Paper)
Subjects: Social Sciences > Economics and business
Natural sciences > Other natural sciences
Divisions: Faculty of Tourism and Business Logistics
Depositing User: Elizabeta Mitreva
Date Deposited: 04 Oct 2018 12:31
Last Modified: 04 Oct 2018 12:31
URI: http://eprints.ugd.edu.mk/id/eprint/20475

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