Total quality management u hotelijerstvu i turizmu

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 management tool. Development of quality in developed economic countries has shown that quality is something 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\u27s 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.Kvaliteta je danas temeljni faktor opstanka na tržištu, konkurentnosti i profitabiinosti. Strateška poslovna koncepcija temelji se na sustavu upravljanja totalnom kvaltetom. Kvaliteta se ne proizvodi njome se upravlja. Razvoj kvalitete u razvijenim gospodarskim zemljama dokazuje daje kvaliteta nešto Što se gradi, razvija i stalno unapređuje. TQM je sustav potpuno orijentiran na tržištu, vođen kupcem, jer proces počinje s kupcem (što želi) i završava s kupcem (zadovoljan kupac). To je ciklus koji obuhvaća 4 temeljne aktivnosti: planiranje kvalitete, realizaciju kvalitete, ocjenu ostvarene kvalitete i poboljšanje kvalitete, koji se stalno ponavlja. Prednost uvođenja TQM u servisni sektor, turizam i hotelijerstvo su velike i to ekonomske i socijalne. Slabosti hrvatskog gospodarstva su niska produktivnost i neodgovarajuća kvaliteta proizvoda i usluge. Predstoji proces učenja i uvođenja TQM i u naše gospodarstvo, jer je to uvjet i nužnost za uključivanje u svjetske poslovne tokove i tržište