Links the application of benchmarking to the hotel′s ability to achieve continuous quality improvements. Defines both the operating and service subsystems of the hotel and clearly indicates specific methods for quality improvement in each. Places emphasis on the role of upper management in the...

In today′s competitive environment, the question is no longer whether to have quality assurance programmes, but rather how to make these programmes work. With this in mind, presents a conceptual framework outlining the components of a quality assurance system in the lodging industry setting....

Describes the implementation of a total quality assurance system in a fast food restaurant. The operations of the restaurant were analysed to identify ways to improve the quality and efficiency of the production and service delivery systems. A total quality assurance system combining statistical...