Total Quality Management Elements and Their Importance

Factors Influencing Guest Experience

• Price is not a factor that influences the quality of guest experience.

Value Formula

• The formula for Value (Ve) is Ve = Quality (Q) / Price (P).

Quality and Value Definition

• Customers define quality and value in the hospitality field.

Total Quality Management Elements

• Teamwork is the most important factor that acts as a catalyst driving employees to work hard as a team.

Primary Aim of TQM

• The primary aim of Total Quality Management is to meet customer needs and expectations.

Concept of Trust in TQM

• In the context of TQM, 'Trust' primarily refers to trust between management and employees.

Emphasis on Teamwork

• The element of TQM that emphasizes the importance of employees working in teams is Teamwork.

Problem Identification Phase

• Employees typically identify problems and queries that need to be addressed during the Diagnosis phase of Total Quality Management.

Leadership Role in TQM

• The role of leadership in Total Quality Management is to provide a vision, set goals, and establish a framework for continuous improvement.

Factual Approach Principle

• The main benefit associated with the 'Factual Approach' principle in TQM is that it encourages decision-making based on facts and data rather than opinions.

Foundation Concepts of TQM

• Continuous Improvement is a foundation concept of TQM.