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Essay / Research Paper Abstract
This 6 page paper considers how the hotel chain Marriott operates in line with the concepts and ethos of Total Quality Management. The paper looks at the organisations of the company and the strategies used to create customers satisfaction. The bibliography cites 9 sources.
Page Count:
6 pages (~225 words per page)
File: TS14_TEmartTQM.rtf
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Unformatted sample text from the term paper:
Starwood the company has to provide quality and service in order to differentiate itself from the competition in order to gain and retain loyal repeat guests. The strategies, vision and
goals of the organisations can be assessed in terms of the total quality management. In practical terms TQM is a business stratagem,
and as such, in line with any other type of strategy, TQM is only made up of components that may facilitate the creations of a successful organisation or the improvement
of performance, alone it is not a transformation device that will automatically result in improvements (Reed et al, 1996). DEfining TQM is
difficult, there is no standard definition. However, in a report sponsored by Proctor and Gamble in 1992 of the Total Quality Leadership and Steering Committee and Working Councils there was
a definition reached which was also endorsed by the business and academic communities. This definition read " Total Quality (TQ) is a people-focused management system that aims at continual
increase of customer satisfaction at continually lower real cost. TQM is a total system approach (not a separate area or program), and an integral part of high-level strategy; it works
horizontally across functions and departments, involves all employees, top to bottom, and extends backwards and forwards to include the supply chain and the customer chain. TQM stresses learning and adaptation
to continual change as keys to organisational success" (quoted in Becker, 1993). Therefore TQM
has an holistic approach and can be seen in the culture and attitudes of a company as much as in the goals and the rhetoric. This has been further divided
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