Application of total management of quality in the Macedonian hotel industry

Mitreva, Elizabeta and Sazdova, Julijana and Gjorshevski, Hristijan (2019) Application of total management of quality in the Macedonian hotel industry. Quality - Access to Success, 20 (172). pp. 25-33. ISSN 1582-2559

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Abstract

In this paper, we have presented the results from the research in relation to the approach toward the total management of quality in the Macedonian hotel industry. It was analyzed through the four pillars of the house of quality, which are the following: internal standardization, quality control, optimization of the quality costs and education and training of the employees. Our research has determined the “age” or i.e. the level of development of the hotel capacities in accordance to the pillars that we have previously mentioned (from a young and undeveloped system to a mature and developed system). The results from the research have entailed the directions for the process of quality system development in the hotel industry through the application of the TQM (Total Quality Management) strategy, the development of the personnel, and an introduction of a study in the development of quality services as well as the development of the processes.

Item Type: Article
Subjects: Social Sciences > Economics and business
Divisions: Faculty of Tourism and Business Logistics
Depositing User: Elizabeta Mitreva
Date Deposited: 17 Sep 2019 07:14
Last Modified: 17 Sep 2019 07:14
URI: http://eprints.ugd.edu.mk/id/eprint/22495

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