Total quality management in a luxury hotel: A critique of practice

Baldacchino, Godfrey

doi:10.1016/0278-4319(95)00006-x

Cited by 33 publications

(17 citation statements)

References 5 publications

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“…Another method that companies can use to measure training effectiveness is through total quality management (TQM). According to Baldacchino (1995), TQM directs the efforts of professional management towards a corrective, educational and empowering relationship with their subordinates by rewarding and reinforcing individual employee's positive performance, by providing various opportunities for skills training and retraining (p. 69). There are five quality checkpoints that TQM uses to recognize product or service quality -determining how well a product or a service meets customers" needs and wants; inspecting the product or service prior to customer delivery; controlling quality during production; assessing quality of raw materials prior to production; and examining the suppliers" quality control procedures (Partlow, 1996, p. 68-69).…”

Section: Cost-effectiveness Of Training Programs and Evaluation Methodsmentioning

confidence: 99%

Training for Cost-Effectiveness vs. Training as Tax Evasion Tool – A Study on Selected Private Companies in Bangladesh

Hossain

Noor

2018

Glob. discl. econ. bus.

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Bangladeshi organizations consider employee training as an indispensable strategic tool for enhancing employee’s performance. Although training seems to be an expense, it is regarded as an investment. Every company is increasing the amount of the budget on training programs showing the reason that training brings the competitive edge. The study is focused on analyzing the tendency of increasing the training budget to know whether it is an investment or an evasion medium of tax in Bangladesh. A survey has been administered to find the degree of effectiveness of training programs, the utilization of budget on training, the cost-effectiveness of training programs and the possibility of training programs used as a tax evasion medium in Bangladesh. We have collected data through a semi-structured questionnaire from a sample of 200 employees working in 20 private organizations located in Dhaka city. We have observed from our survey that most of the time training programs held in different organizations in Bangladesh are not always effective. Trainees are not getting the most out of it. Contrary to the expectation, the analysis showed that the training budget is not sufficient. Although companies are increasing the amount of the training budget every year, it is not enough to give best results. And the budget is not utilized effectively in many cases. For this, many company’s performance in cost-effectiveness of training is not satisfactory. The formal evaluation method is not followed in every company, and the training programs are not improved always. Every organization doesn’t conduct cost and benefit analysis of training programs. The study has also found that training can be used as a tax evasion tool and in many organizations, it is somewhat being used. Training program opens up the opportunity to include false expenses which increases the total cost. The result of increased expense is a decrease in taxable profit. We have used mean, standard deviation, variance, percentage analysis, hypothesis testing, etc. for statistical analysis.

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Section: Cost-effectiveness Of Training Programs and Evaluation Methodsmentioning

confidence: 99%

Training for Cost-Effectiveness vs. Training as Tax Evasion Tool – A Study on Selected Private Companies in Bangladesh

Hossain

Noor

2018

Glob. discl. econ. bus.

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“…The theory of tracking training and the costs versus benefits of associated activities is that training improves knowledge and knowledge improves delivery of all hospitality business-related activities (Soriano, 1999;Partlow, 1996;Breiter and Bloomquist, 1998;Baldacchino, 1995). According to this organization specializing in HR and training, wellknown corporations such as Delta Airlines, FEDEX, Dell Computers, General Motors, and AT&T are successfully using the five levels of the ROI evaluation process as presented by Kirkpatrick and Phillips (Kirkpatrick, 1996;Phillips, 1994).…”

Section: Basic Formula For Roi Calculationmentioning

confidence: 98%

Calculating ROI for training in the lodging industry: Where is the bottom line?

Harris

2007

International Journal of Hospitality Management

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“…For example, if the cleaning process takes about 25 min for a check-out room and 15 min for an occupied room, scores of check-out room and occupied room could be determined as (4,5,6) and (2,3,4), respectively, by taking into account the necessary time required for completing the work using triangular fuzzy numbers. The analyst could also decide the scores by considering the difficulty of the tasks and determine them as (4,6,8) and (2,3,4) for a check-out room and an occupied room, respectively; since, a housekeeper will spend more effort on cleaning a check-out room than an occupied room. After determination of the fuzzy scores for the tasks to be done, daily score limit for a housekeeper should be determined considering the daily working hours.…”

Section: Determination Of Expected Score Levelmentioning

confidence: 99%

“…For a luxury hotel industry, the tasks involved, particularly those involving 'front of the house' operations which necessitate regular interactions with clients cannot be mechanized. Indeed, clients expect a service with a human face [2]. The costs of housekeeping personnel who do not have a direct interaction with the customers which makes it the first component that has to be decreased.…”

Section: Introductionmentioning

confidence: 99%

A Performance Measurement Model Minimizing Housekeeping Personnel Costs

Sarı

2016

Int. J. Fuzzy Syst.

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The personnel cost of a housekeeping department mostly has the largest percentile among the costs of personnel who do not have a direct interaction with the customers. This fact makes housekeeping personnel costs the very first component that has to be decreased. Because of this, it is an important issue to minimize housekeeping costs and make an effective housekeeping schedule for hotels especially luxury hotels. This paper proposes a fuzzy score-based performance measurement model to manage the number of workers recruited for the housekeeping department which focuses on the minimization of total human resources costs. The steps of the model utilize time studies, expert opinions and past data. The proposed model is applied to a real case, and the results show that the proposed model has significant improvements on the performance of the department while decreasing the total human resources costs of housekeeping department and the requirement for the seasonal workers. The model results in less human resources turnover ratios and less customer complaints on room cleanliness.

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Total quality management in a luxury hotel: A critique of practice

Cited by 33 publications

References 5 publications

Training for Cost-Effectiveness vs. Training as Tax Evasion Tool – A Study on Selected Private Companies in Bangladesh

Training for Cost-Effectiveness vs. Training as Tax Evasion Tool – A Study on Selected Private Companies in Bangladesh

Calculating ROI for training in the lodging industry: Where is the bottom line?

A Performance Measurement Model Minimizing Housekeeping Personnel Costs

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