8_avelini_recognized.pdf - Tour hosp manag Vol 2 No 1 Pp 67-80 I Avelini Holjevac TOTAL QUALITY MANAGEMENT FOR THE HOTEL INDUSTRY Dr IVANKA AVELINI

8_avelini_recognized.pdf - Tour hosp manag Vol 2 No 1 Pp...

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Tour. hosp. manag. Vol. 2, No. 1, Pp. 67-80 I. Avelini Holjevac: TOTAL QUALITY MANAGEMENT FOR THE HOTEL INDUSTRY... Dr. IVANKA AVELINI HOLJEVAC, Full Professor Faculty of Hotel Management and Tourism Opatija, University of Rijeka TOTAL QUALITY MANAGEMENT FOR THE HOTEL INDUSTRY AND TOURISM UDK: 338.48+64.02.4]: 65.012 Received: 14th April, 1996 Review article Quality today is a fundamental factor for market survival, competitiveness and profitability. Strategic business planning is based on a TQM system. Quality is not produced, it is a man- agement tool. Development of quality in developed economic countries has shown that quality is some- thing which is built, developed and constantly enhanced. The system TQM is totally market oriented, buyer-led, as the process starts with the buyer (what he wants) and finishes with the buyer (a satisfied buyer). This is a cycle consisting of five basic activities: planning quality, realising quality, evaluating quality, achieving quality and improving quality, which is being constantly repeated. The advantages of introducing TQM for the service sector, tourism and hotel industry are big, both economically and socially. Poor business productivity and unsatisfactory quality of the product and service are weaknesses of Croatia's economy. Ahead lies the process of learning and introducing TQM for our economy, as this is a condition and necessity for inclusion into world business trends and world markets. Key words: quality. Total Quality Management, quality cycle, elements of quality 1. INTRODUCTION Conditioned by fierce competition and increasing consumer demands quality has become the fundamental factor for market survival, profitability and the country's total economic development: especially for specific areas of activity and types of companies. Modem business strategy is based on intent of quality control of product and of service. Quality today, is not manufactured, but used as a management tool. An ever increasing number of manufacturers and firms offering services are entering the business battle for quality to win the ISO-9000 certification. The preserving winner is rewarded with a secure and firm position on the market. Quality is an advantage and necessity of market competitiveness. Total Quality Management (TQM) is a system which guarantees a stipulated quality. Quality is, therefore, the result of a defined TQM system for specific activities, for the company and specific tasks and activities within the company. 67
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Tour. hosp. manag. Vol. 2, No. 1, Pp. 67-80 1. Avelini Holjevac: TOTAL QUALITY MANAGEMENT FOR THE HOTEL INDUSTRY... One of Croatia's economic weaknesses and causes of poor business productivity and performance is the unsatisfactory quality of its products and services. TQM is a new area of study in Croatia's economic theory. Only recently have several real-life cases used this system. Much more is spoken, rather than known about it. For this reason, special attention is devoted to this theme with the objective to explain
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