QUALITY SYSTEM MANAGEMENT IN THE HOTEL INDUSTRY IN THE REPUBLIC OF NORTH MACEDONIA
Keywords:
business processes, hotel service, TQM (Total Quality Management) system
Abstract
The introduction of the TQM (Total Quality Management) system in the hotel industry requires a complete understanding of the needs and demands of tourists, respect for the established standards and the creation of products with superior values that will meet or exceed their expectations with their quality. Total quality management applies to the entire organization, in all hotel activities and functions (reception, accommodation, procurement, sales, marketing, kitchen block, service, technical maintenance, hygienic maintenance, etc.). In this way, the established system will enable the hotel company to continuously improve its performance, whereas the needs of all interested parties participating in the process of creating and delivering the hotel product must not be neglected. Analyzing the findings of the research, this paper provides guidelines for the direction in which the hotels in the Republic of North Macedonia should move by applying the principles of the process orientation, based on the process approach and management of the entire value chain.
References
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Mitreva, E. (2011). Model-integral methodology for successful designing and implementing of TQM system in Macedonian companies. International Journal for Quality Research, 5(4), 255-260.
Mitreva, E. (2012). The need for planning and implementing educational activities in Macedonian companies. International Journal for Quality Research, 6(2), 143-149.
Mitreva, E., & Filiposki, O. . (2012). Proposal methodology of the subsystem-internal standardization as part of TQM system. International Journal for Quality Research, 6(3), 251-258.
Mitreva, E., Chepujnoska, V., & Chepujnoski, G. . (2008). QC-CE-PYRAMID model in the designing of the information system within a company. Macedonian Journal of Chemistry and Chemical Engineering, 27(2), 163-168.
Mitreva, E., Sazdova, J., & Gjorshevski, H. . (2018). Management with the Quality Control System in the Hotel Industry in Macedonia. Tem Journal, 7(4), 750-757.
Mitreva, E., Sazdova, J., & Gjorshevski, H. (2019). Quality management system applications in the hotel industry in Macedonia. Quality-Access to Success, 20(170), 68-72.
Mitreva, E., Tashkova, S., & Gjorshevski, H. . (2019). Optimization of business processes in a transport company in the Republic of North Macedonia. . TEM Journal, 8(3), 879-887.
Ojwaka, P. M. (1999). Process Modelling for Planning and Management of Facilities: A Re-Engineering Approach. Tampere University of Technology.
Parashar, M., & Singh, S. K. . (2005). Innovation capability. IIMB Management Review, 17(4), 115-123.
Šaković Jovanović, J., Vujadinović, R., Mitreva, E., Fragassa, C., & Vujović, A. . (2020). The relationship between E-commerce and firm performance: The mediating role of internet sales channels. Sustainability, 12(17), 6993.
Sasaoka, H. (1995). The QC circle evolution from TQC to TQM, a management perpective. JUSE, Societas Qualitatis, 9(4).
Stoiljković, V., Stoiljković, P., & Stoiljković, B. . (2009). The EFQM excellence model implementation in West Balkans. . In Fifth International Working Conference „Total Quality Management–Advanced and Intelligent Approaches , (pp. 31st May–4th June (pp. 61-67)).
Sugiyama, T. (1996). Application of quality methods and techniques in automotive component industry. In International Conference on Quality, Yokohama , (pp. (pp. 175-178)).
Taskov, N., & Mitreva, E. (2015). The motivation and the efficient communication both are the essential pillar within the building of the TQM (total quality management) system within the Macedonian Higher Education Institutions. Procedia-Social and Behavioral Sciences, 180, 227-234., 227-234.
Vusić, D. (2007). Poslovna izvrsnost. Tehnički glasnik, 1(1-2), 51-54.
Westcott, R. T. (2014). Modular Kaizen: Continuous and Breakthrough Improvement. Quality Progress, 47(4), 61.
Campanella, J. (1999). Principles of quality costs: Principles, implementation, and use. . In ASQ World Conference on Quality and Improvement Proceedings (p. 507). American Society for Quality.
Dervitsiotis, K. N. (2000). Benchmarking and business paradigm shifts. Total Quality Management, 11(4-6), 641-646.
Dighe, A., & Bezold, C. . (1996). Trends and Key Forces Shaping the Future of Quality. Quality Progress, 29(7), 89.
Foster, T. S. (2001). Managing quality, an integrative approach. Upper Saddle River: prentice-hall inc.
Hammer, M. (1990). Reengineering work: Don't automate, obliterate. Harvard business review, 68(4), 104-112.
Heleta, M. (2008). Menadžment kvaliteta. Univerzitet Singidunum.
Heleta, M. (2010). Projektovanje menadžment sistema životne i radne sredine. Univerzitet Singidunum.
Jayaram, J., Handfield, R., & Ghosh, S. . (1997). The application of quality tools in achieving quality attributes and strategies. . Quality Management Journal, 5(1), 75-100.
Kratsu, H. (1995). Concept engineering points in developing hit products. JUSE, Societas Qualitatis, 9(2).
Luburić, R. (2014). Total quality management as a paradigm of business success. Journal of Central Banking Theory and Practicе, 3(1), 59-80.
Medina-Muñoz, D., & Garcı́a-Falcón, J. M. . ((2000)). Successful relationships between hotels and agencies. Annals of Tourism Research, 27(3), 737-762.
Mitreva, E. (2010). Реинженеринг на деловните процеси-темел во примената на TQM стратегијата. Списание “Економија и бизнис”, 13(147), 21-23.
Mitreva, E. (2011). Model-integral methodology for successful designing and implementing of TQM system in Macedonian companies. International Journal for Quality Research, 5(4), 255-260.
Mitreva, E. (2012). The need for planning and implementing educational activities in Macedonian companies. International Journal for Quality Research, 6(2), 143-149.
Mitreva, E., & Filiposki, O. . (2012). Proposal methodology of the subsystem-internal standardization as part of TQM system. International Journal for Quality Research, 6(3), 251-258.
Mitreva, E., Chepujnoska, V., & Chepujnoski, G. . (2008). QC-CE-PYRAMID model in the designing of the information system within a company. Macedonian Journal of Chemistry and Chemical Engineering, 27(2), 163-168.
Mitreva, E., Sazdova, J., & Gjorshevski, H. . (2018). Management with the Quality Control System in the Hotel Industry in Macedonia. Tem Journal, 7(4), 750-757.
Mitreva, E., Sazdova, J., & Gjorshevski, H. (2019). Quality management system applications in the hotel industry in Macedonia. Quality-Access to Success, 20(170), 68-72.
Mitreva, E., Tashkova, S., & Gjorshevski, H. . (2019). Optimization of business processes in a transport company in the Republic of North Macedonia. . TEM Journal, 8(3), 879-887.
Ojwaka, P. M. (1999). Process Modelling for Planning and Management of Facilities: A Re-Engineering Approach. Tampere University of Technology.
Parashar, M., & Singh, S. K. . (2005). Innovation capability. IIMB Management Review, 17(4), 115-123.
Šaković Jovanović, J., Vujadinović, R., Mitreva, E., Fragassa, C., & Vujović, A. . (2020). The relationship between E-commerce and firm performance: The mediating role of internet sales channels. Sustainability, 12(17), 6993.
Sasaoka, H. (1995). The QC circle evolution from TQC to TQM, a management perpective. JUSE, Societas Qualitatis, 9(4).
Stoiljković, V., Stoiljković, P., & Stoiljković, B. . (2009). The EFQM excellence model implementation in West Balkans. . In Fifth International Working Conference „Total Quality Management–Advanced and Intelligent Approaches , (pp. 31st May–4th June (pp. 61-67)).
Sugiyama, T. (1996). Application of quality methods and techniques in automotive component industry. In International Conference on Quality, Yokohama , (pp. (pp. 175-178)).
Taskov, N., & Mitreva, E. (2015). The motivation and the efficient communication both are the essential pillar within the building of the TQM (total quality management) system within the Macedonian Higher Education Institutions. Procedia-Social and Behavioral Sciences, 180, 227-234., 227-234.
Vusić, D. (2007). Poslovna izvrsnost. Tehnički glasnik, 1(1-2), 51-54.
Westcott, R. T. (2014). Modular Kaizen: Continuous and Breakthrough Improvement. Quality Progress, 47(4), 61.
Published
2024-06-25
Section
Articles
