TQM handouts

• What is the primary economic activity of the tourism industry?


  Tourism is a significant economic activity of the travel, lodging, retail, and entertainment subsectors.
• What are the two main elements of tourism?


  The two main elements of tourism are movement and overnight stay outside the permanent residence.
• Why is the movement to and from a destination considered temporary in tourism?


  Because there is an intention to return.
• For what purposes are destinations visited in tourism?

  Destinations are visited for purposes other than employment or taking up permanent residence.
• How do the activities of tourists differ from those of working populations and residents?


  The activities tourists engage in are distinct from those of the working populations and residents of the places visited.
• What is the defining aspect of the hospitality industry?

  The hospitality industry focuses on customer satisfaction through pleasure, luxury, enjoyment, and experiences.
• How does tourism relate to the hospitality industry?

  Tourism refers to activities requiring customers to travel, while the hospitality industry provides recreational solutions like meals and accommodation.
• What is the nature of the relationship between the tourism and hospitality industries?

  The relationship is symbiotic, meaning one cannot function without the other.
• What do customers of the tourism sector require from the hospitality sector?

  Customers of the tourism sector need food and beverage and accommodation facilities provided by the hospitality sector.
• Why is human interaction vital in the tourism and hospitality industry?

  Human interaction is vital to customer satisfaction and service quality.
• What are the characteristics of tourism and hospitality products?

  • Intangibility: Cannot be seen or felt before purchase.
  • Inseparability: Services cannot be separated from the provider.
  • Perishability: Cannot be stored for future sale.
  • Variability: Services vary based on human interaction.
  • Absence of Ownership: Rights to benefits, not ownership of the product.
  • Manufactured by Many Producers: Involves multiple sectors.
  • Seasonality: Predictable changes based on seasons.
• Why is understanding the characteristics of tourism and hospitality products important?

  It is vital to satisfy customers’ needs and wants and to focus on developing quality.
• What does quality management oversee in an organization?

  Quality management oversees different organizational activities and tasks to ensure consistency in products and services.
• What is the aim of quality management?

  The aim is to achieve and maintain the desired level of quality set by management.
• What are the four key components of quality management?

  1. Quality planning

  2. Quality improvement

  3. Quality control

  4. Quality assurance
• What does quality planning involve?

  Quality planning involves identifying the quality standards pertinent to the project and deciding how to meet them.
• What is quality improvement?

  Quality improvement is the decisive change in the process to improve the reliability or confidence of the outcome.
• What does quality control pertain to?

  Quality control pertains to the continuing effort to uphold a process’s reliability and integrity in achieving an outcome.
• What is the purpose of quality assurance?

  Quality assurance involves planned actions to offer sufficient reliability to meet specified requirements.
• What is the goal of quality management?

  The goal is to ensure that all stakeholders collaborate to improve processes, culture, products, and services for long-term success.
• What is the process of quality management?

  1. Set quality targets agreed upon with the customer.

  2. Define how the targets will be measured.

  3. Report the level of quality achieved.
• What is the main concern of customers when buying products and services?

  The main concern is the quality of their purchase, which results in their satisfaction.
• What is total quality management (TQM)?

  TQM is the continual process of detecting and reducing errors, improving customer experience, and ensuring proper training.
• What is the aim of TQM?

  The aim is to hold all parties accountable for the overall quality of the final product or service.
• What are the principles of TQM?


  • Customer-focused
  • Total employee involvement and empowerment
  • Process-centered
  • Peak performance
  • Strategically based
  • Scientific approach
  • Obsession with quality
  • Long-term commitment
  • Education and training
  • Freedom through control
  • Unity of purpose
• What does it mean for TQM to be customer-focused?

  It means that internal and external customers drive the quality of the product or service delivered.
• How does total employee involvement benefit a business?

  It increases the likelihood of developing good decisions and promotes ownership of those decisions.
• What does a process-centered approach in TQM entail?

  A process-centered approach involves transforming inputs from suppliers into outputs delivered to customers through a series of steps.
• Why is peak performance important in TQM?

  Peak performance ensures that all personnel and processes operate at their best in a competitive environment.
• What does it mean for TQM to be strategically based?


  It means formulating a strategic plan that incorporates vision, mission, objectives, and activities while integrating quality as a core component.
• What is the scientific approach in TQM?

  The scientific approach involves using hard data to establish benchmarks, monitor performance, and make improvements.
• What does an obsession with quality entail in TQM?

  It entails a passion for meeting or exceeding the quality of outputs through continuous improvement.
• Why is long-term commitment important in TQM?

  Long-term commitment involves implementing a new corporate culture to achieve future success and growth.
• How does education and training contribute to TQM?

  Education and training improve people continually, enabling them to work smart as well as hard.
• What does freedom through control mean in TQM?


  It means that humans should control processes and work methods rather than relying entirely on technology.
• What does unity of purpose mean in a total quality organization?

  Unity of purpose means that all employees work toward a common goal without internal politics.
• How does TQM function in the tourism industry?

  TQM in the tourism industry is a sharing process that authorizes employees to work in groups to meet guest service prospects.
• What is the role of an organization’s leader in TQM implementation?

  The leader must create motivation to incorporate guests and employees in setting goals and objectives.
• What are the benefits of proper TQM implementation in tourism organizations?

  Proper implementation of TQM improves customer satisfaction, cost-effectiveness, and competitive conditions of the business.
• Why is it tough to control quality in the tourism industry?

  It is tough due to the diversity of guests’ wants and needs in terms of preferences.