Introduction
In the early 1990s, the concept of Quality Service as a differentiating factor came to life in the hospitality industry. Hotel companies and restaurants implemented quality assurance programs and referred to their quality service in their advertising. Significant efforts were made to implement Total Quality Management practices ? which at that time had been ubiquitous for years in the manufacturing industry ? in order to not only maintain product quality, but more specifically to improve their service quality. And for the first time a hotel company, namely The Ritz-Carlton Hotel Company, won the prestigious Malcolm Baldridge National Quality Award, which is presented to organizations for providing outstanding quality products and services.
This paper will review the definition and components of Total Quality Management; explain its history; describe some of TQM related organizations and awards; introduce its most celebrated intellectuals; and illustrate some of ideas, techniques and principles, and how those were implemented in certain restaurant chains. We will conclude this essay by giving a narrative of how the Ritz-Carlton Hotel Company successfully manages for Quality, and thus becoming the benchmark of all luxury hotel chains.
What is TQM?
Total Quality Management (TQM) is a management approach that originated in the 1950's and has steadily become more popular since the early 1980's. TQM has been one of the most influential methods used in managing business processes over the last 30 years. It has been incorporated as a vital component in the management systems of some of the world's most successful enterprises.
TQM is a method by which management and employees can become involved in the continuous improvement of the production of g ...