by asking them what they want
Total quality management (TQM) has achieved notable success as a philosophy of management in manufacturing industry. This is paper examines the differences between the manufacturing situation and that of service industry in general and the hospitality industry in particular to identify the similarities and differences and highlight the likely difficulties in implementing TQM in the hospitality industry. We conclude that the primary area of difficulty is in identifying appropriate quality measures. Some approaches to overcoming the problems are suggested and a case study of the application of measurement techniques in a hotel is described.
B. SWOT analysis...