Tqm Proposal

In: Business and Management

Submitted By tngithua
Words 3868
Pages 16
1.0Title
THE IMPACT OF TOTAL QUALITY MANAGEMENT (TQM) ON CUSTOMER SATISFACTION AND COMPETITIVE ADVANTAGE
The proposed title for this research study is The Impact of Total Quality Management (TQM) to achieve competitive advantage in the Hospitality Sector. The research will give a background of information and literature review on TQM practices and how it enhances customer satisfaction by offering effective customer service. It will present various methodologies and approaches that will be used to achieve the research objectives. Total quality management has been evolving in the hospitality business since quality assurance was introduced in the 1980s (Breiter et al 1995)
2.0. Introduction
The hospitality industry is a service based industry as services are produced and consumed in real time and are inherently variable – from customer to customer, from provider to provider and from time to time for the same customer and/or the same provider (John 2003). Total quality management (TQM) in the hospitality industry has risen to amazing levels due to preferences, customer behavior and competition to retain and attract new customers. This has resulted in the demand for quality service thus necessitating the need to implement TQM strategies to have a competitive edge over other players in the industry. Acceptance of TQM strategies in the hospitality industry (Raj Kumar, 2005), with service quality being an important factor for growth and survival is an integral part to achieve success. It has been well accepted by managers and quality practitioners as a change management quality approach (Arumugam et al., 2009). TQM is a management philosophy that seeks to meet customer needs and organizational goals. This research proposal analyses the benefits of implementing TQM and how management and employees can improve production of goods and services. Research has shown that…...

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