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BY

SHRUTHI TOLANUR
SHRUTHI S REDDY
SHUBHANK
SI DDALI NGESH
SI DDHARTH PATI L
SI NDHU BN
BARRIERS TO THE
IMPLEMENTATION OF TQM IN
HOSPITALITY SECTOR
INTRODUCTION
Hospitality is all about offering warmth to someone
who looks for help at a strange or unfriendly place.
It refers to the process of receiving and entertaining
a guest with goodwill.
Hospitality in the commercial context refers to the
activity of hotels, restaurants, catering, inn, resorts
or clubs who make a vocation of treating tourists.
Hospitality Sector in India
Growth Rate
8.8%
Annual Rise in Room Rates
25%
Industry Turn Over
FY 2009-10: US$ 137.36 (INR
47,889.03 crore)
Expected Export earnings Till
2019
US$ 51.4 billion
Direct & Indirect Employment
Generated 218,200 jobs in 2011
GDP Contribution

6.23%
Employment opportunity
8.78%
SWOT ANALSYS
STRENGTHS
Faster GDP growth
Industrialization.
Natural heritage
India as a global player

WEAKNESS
lack of connectivity.
Lake of publicity.
Hectic rules
Influence of
politicians
Marketing gap.

Cont
OPPORTUNITIES
Health tourism.
Strong in cultural and
nature aspects.
Commercialization of
sports and games.
FDI policy.
Mismatch of supply and
demand.

THREATS
Poor domestic
tourism infra
structure
Political conditions
Terrorism
Increase in
pollution
Entry of new
competitors
Various TQM Practices

TQM Practice Symbol
Top-management commitment TMC
Customer focus CF
Training and education TE
Continuous improvement and innovation CII
Cont
Employee involvement EI
Information and analysis IA
Process management PM
Quality systems QS
Benchmarking BM
TQM Practices in Hospitality Sector
Practical understanding of these TQM practices and
their applicability in the Indian hospitality industry
for improved performance
The findings suggest top-management to review
their TQM practices and focus primarily on the
companys quality culture.
Managers and practitioners should review their
product and service design at regular interval
through a customer feedback system.


BARRIERS
1. Competitive markets
2. Bad attitudes/abdication of
responsibility/management infallibility
3. Lack of leadership for quality
4. Deficiency of cultural dynamism
5. Inadequate resources for total quality
management
6. Lack of customer focus.
7. Lack of effective measurement of quality
improvement
8. Poor Planning
9. Lack of management commitment
10. Resistance of the workforce
11. Lack of proper training/Inadequate Human
Resource Development



Adopt the new philosophy. We are in a new
economic age.
Improve the quality of incoming materials. End
the practice awarding business on the basis of price
alone.
Find the problems; constantly improve the system
of production and service.
Conclusion
All organizations should focus on the following for
successful TQM implementation:
Create consistency of purpose toward improvement
of the service so as to become competitive, stay in
business and provide jobs.
Cease dependence on mass inspection; require,
instead, statistical evidence that quality is built on.