Total Quality Management Practices in Indian Hospitality Industry ...

5. Conclusions
Total Quality Management Practices in Indian Hospitality Industry: Some…
This paper presents the results of a study on TQM carried out in the Indian hospitality industry.
A total of 17 TQM practices, consisting of 110 items, were considered in the self-administered
questionnaire. From the analysis of correlation matrix, it was found that most of the TQM
practices are inter-correlated in the hospitality industry. Besides, from the analysis of the
prioritization of ranking data, it was found that TMC; CF; PSD; CII; QC; and TE are the most
important practices (all above mean score of 4.0) while SM and HRM are the least important
practices for TQM implementation in the Indian hospitality industry.
The literature on TQM in service sector shows that it focus much more heavily on the
management commitment towards quality at all levels, management of external customers and
continuous improvement in the quality of products and services rather than on any supplier or
internal customer. This may be the possible reason that explains practices like SM and HRM are
ranked as the lowest important practices. Because hospitality companies are more likely to be
interactive with customers, the quality problems may occur during the service to customers. It is
necessary to solve the problem in the shortest time in any service process. This supports the
findings of the survey that TMC; CF; and CII are considered as the most important practices for
the implementation of TQM in the hospitality industry.
Further, three new practices namely PSD; QC and TE were also identified as important TQM
practices. This suggests that Indian service managers as well as practitioners emphasize to
maintain organization culture, guiding values among employees, work environment; service
culture; servicescapes; and the physical environment. Beside this, continuous training and
education in new and emerging quality tools and techniques will constantly encourage the
workers to continuously improve the product and services of the company. Training and
education is an essential part of TQM implementation and should be given from time to time.
Practical assistance, training, recognition and participation should be given to ensure that all
employees acquire the relevant knowledge and experience to implement TQM. Also, PSD
facilitates the customer about the clarity of product and service specifications, and renewal
process as well as the knowledge regarding the product and service development process. Thus,
emphasizes must be given to these six practices beside the other identified TQM practices as
discussed above.
National Conference on Emerging Challenges for Sustainable Business 2012
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