Total Quality Management (Tqm) in Hospitality Industry: a Study of the Application of Tqm in a Hotel's Engineering Department and Its Effects on Hotel Performance

18578 Words Mar 11th, 2013 75 Pages
Total Quality Management (TQM) in Hospitality Industry: A study of the application of TQM in a hotel's engineering department and its effects on hotel performance

By Mark Chan

A DISSERTATION

Submitted to The University of Liverpool

in partial fulfillment of the requirements for the degree of

MASTER OF Project Management

2011

A Dissertation entitled

Total Quality Management (TQM) in Hospitality Industry: A study of the application of TQM in a hotel's engineering department and its effects on hotel performance By Mark Chan

We hereby certify that this Dissertation submitted by Mark Chan conforms to acceptable standards, and as such is fully adequate in scope and quality. It is therefore
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Acknowledgements

I would like to express my appreciation for my dissertation advisor, Dr. Dimitris Folinas, and my general dissertation advisor, Dr. Rathin Basu, for their support and guidance.
I would also like to thank the following fellow engineers for their participation in the interviews and the contribution of their knowledge and experiences * Mr. James Gao * Mr. Desmond Lau * Mr. X.M. Ma * Mr. M.Z. Li * Mr. Jack Li * Mr. Sun * Mr. Tom Zhang * Mr. C.Y. Choi * Mr. Winston Suen * Mr. Raymond Ng * Mr. Ivan Cheung * Mr. Mark Li * Mr. W.P. Wong * Mr. Adam Jin

Table of Contents

Table of Tables 9 Table of Figures 10 Chapter 1: Introduction 11 1.1 Background 11 1.2 Research Questions 12 1.3 Aims and Objective 13 1.4 Structure of the Dissertation 14 1.5 Conclusion 15 Chapter 2: Literature Review 16 2.1 Introduction 16 2.2 Role of the Engineering Department 17 2.3 The link between Engineering and the hotel quality performance 22 2.4 Quality methodology and tools 28 2.5 Performance measurement 31 2.6 Critical success factors 33 2.7 Negative factors 36 2.8 Summary 37 Chapter 3: Methodology 39 3.1 Introduction 39 3.2 Research Design and Approach 39 3.3 Objectives of the Research 40 3.4 Justification for using Qualitative & Quantitative Approaches 40 3.5 Data Collection Methods 41 3.6 Interview design 42 3.7 Conclusion 43 Chapter 4: Results and

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