Tqm Hospitality

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BY

SHRUTHI TOLANUR

SHRUTHI S REDDY

SHUBHANK

SIDDALINGESH

SID DHARTH PATIL

SINDHU BN

BARRIERS TO THE

IMPLEMENTATION OF TQM IN

HOSPITALITY SECTOR

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INTRODUCTION

Hospitality is all about offering warmth to someonewho looks for help at a strange or unfriendly place.

It refers to the process of receiving and entertaining

a guest with goodwill. Hospitality in the commercial context refers to the

activity of hotels, restaurants, catering, inn, resortsor clubs who make a vocation of treating tourists.

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Hospitality Sector in India

Growth Rate 8.8%

Annual Rise in Room Rates 25%

Industry Turn Over FY 2009-10: US$ 137.36 (INR47,889.03 crore)

Expected Export earnings Till

2019

US$ 51.4 billion

Direct & Indirect Employment Generated 218,200 jobs in 2011

GDP Contribution 6.23%

Employment opportunity 8.78%

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SWOT ANALSYS

STRENGTHS

Faster GDP growth

Industrialization.

Natural heritage

India as a global player

WEAKNESS

lack of connectivity.

Lake of publicity.

Hectic rules

Influence of

politiciansMarketing gap.

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Cont

OPPORTUNITIES

Health tourism.

Strong in cultural and

nature aspects.Commercialization of

sports and games.

FDI policy.Mismatch of supply and

demand.

THREATS

Poor domestictourism infrastructure

Political conditions

Terrorism

Increase inpollution

Entry of newcompetitors

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Various TQM Practices

TQM Practice Symbol

Top-management commitment TMC

Customer focus CF Training and education TE

Continuous improvement and innovation CII

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Cont

Employee involvement EI

Information and analysis IA

Process management PM

Quality systems QS Benchmarking BM

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TQM Practices in Hospitality Sector

Practical understanding of these TQM practices andtheir applicability in the Indian hospitality industryfor improved performance

The findings suggest top-management to reviewtheir TQM practices and focus primarily on thecompanys quality culture.

Managers and practitioners should review their

product and service design at regular intervalthrough a customer feedback system.

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BARRIERS

1. Competitive markets

2. Bad attitudes/abdication ofresponsibility/management infallibility

3. Lack of leadership for quality4. Deficiency of cultural dynamism

5. Inadequate resources for total qualitymanagement

6. Lack of customer focus.

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7. Lack of effective measurement of qualityimprovement

8. Poor Planning

9. Lack of management commitment10. Resistance of the workforce

11. Lack of proper training/Inadequate HumanResource Development

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Adopt the new philosophy. We are in a neweconomic age.

Improve the quality of incoming materials. Endthe practice awarding business on the basis of pricealone.

Find the problems; constantly improve the system

of production and service.

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