Mitreva, Elizabeta and Sazdova, Julijana and Gjorshevski, Hristijan (2019) Quality management system applications in the hotel industry in Macedonia. Quality - Access to Success, 20 (170). pp. 68-72. ISSN 1582-2559
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Abstract
This paper represents the research findings referring to the approach toward the quality in the hotel industry in Macedonia, managers’ ability to build up a good quality system as well as the directions that should be undertaken in order to improve the business processes, products and service. The research has determined the “age”, i.e. the development of the hotel capacities according to the pillars of the house of quality (from young and not so developed system toward a mature and developed one).
The solution should be found in quality system development by applying TQM (Total Quality Management) strategy, improving the staff, introducing instructions for improving quality service and enhancing the processes.
Keywords: TQM (Total Quality Management) strategy; hotel industry; the house of quality; quality service
| Item Type: | Article |
|---|---|
| Subjects: | Social Sciences > Economics and business |
| Divisions: | Faculty of Tourism and Business Logistics |
| Depositing User: | Elizabeta Mitreva |
| Date Deposited: | 23 Apr 2019 08:31 |
| Last Modified: | 06 May 2019 11:58 |
| URI: | https://eprints.ugd.edu.mk/id/eprint/21947 |
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