04-09-2012, 03:23 PM
Total Quality Management in Hospitality Sector
Total Quality.ppt (Size: 174 KB / Downloads: 84)
INTRODUCTION
Management at hotels had been defined as the planning, organizing and controlling activities, either individual or collective, aimed at achieving organisational objectives. Previously, there had been no incentive in the hotel sector to develop or use the relevant scientific technology concerning firm management; instead, depending on whether the vacancy rate rose or dropped, the sector concentrated on keeping the profits steady
Management was carried out mainly by these successful and experienced in hospitality. The reputation of the hotel was directly related with that of the owner. Among the most successful hotel managers can be cited Conrad Hilton, Howard Johnson, Ralph Hitz, Cesar Ritz. Especially between the years of 1920 and 1950, costs were sharply increased, employee unions were started to make pressure to the managers, vacancy rates were decreased, and competition gained importance. All these effects made the managers think about the problems. They realised that they have to change the management philosophy, which based on scientific techniques.
Historical Development of Total Quality Management in Turkey
In Turkey the quality control applications started to apply by Istanbul Technical University, Industrial Engineering Institution at the end of 1950’s. Prof. Dr. Faruk Akgun gave lectures about quality control in 1962. Dr. İsmet Ayıter gave symposiums to the company of Unilever; by this symposium first statistical data application in quality control is done.
During 1960’s, in Turkey different industrial sectors started to improve. Engineers worked on this field. They aim to reach the world standards and try to increase the production.
Total Quality Management applications were started to be well known in the world first in Japan in 1960-1970’s. Besides this fact Turkey met this approach in last 30 years. Although still there are lack of knowledge of applying of this approach, some sectors have improved themselves perfectly in last 5 years. Like automotive, press and banking sectors.
Total Quality Management In Hospitality Sector In Turkey
Istanbul Technical University, Total Quality Management Research Committee, made a research between the years of 1993-1994. They made interviews with the upper level managers, instructors about Total Quality Management applications and according to this research some problems stated as: