La Badira Hotel: Total Quality Management

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Introduction

La Badira Hotel is located within the Hammamet’s seaside resort. In concept, the hotel is contemporary but is made in a way it evokes architectural elements of the Islamic traditions. The facility is well structured with aspects such as domed ceilings, arched terraces, reflective pools, and columned walks. It is then complemented with date palms and well-tended grounds with olive oil trees. This Hotel is one of the world’s leading hotels and thus is equally well maintained in terms of cleanliness, and beautified with simple lines inspired by the 1030’s era. At that time, Hammamet wasn’t on its verge of gaining a reputation among the travelers of cosmopolitan whose’ attraction was the culture and natural beauty of this area. The architects have managed to involve the shadow and light principles that cultivated the artistic nature of the era.

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The hotel’s interiors are designed minimally with outstanding features such as hand-painted wall panels of ceramic creation. These designs are made to feature Arabic scripts and in a geometric pattern. The designers have managed to put together a variety of accent pieces.

This hotel’s operation confirms the eight total quality management principles (TQM), which are vital for all the hospitality industry. Today, quality has become one of the fundamental factors when it comes to market survival, profitability issues, and competitiveness. For a business planning to be as strategic as required, the determining aspect is the TQM system. This then reveals, as per Anon’s (n.d.p.1) assertion, that quality is no longer produce but a management tool. Superiority is a thing that managers need to build, constantly enhance, and developed for the sake of meeting the clientele’s demands.

The TQM system in the hospitality industry occurs as buyer-led and market-oriented because the entire process of building the system starts with the buyers. For the Hotels which want to have the best in this regard, invest in five repetitive processes, involving the evaluation, planning, realization, improving, and achieving the desired quality. The La Badira Hotel is an organization operating in the hospitality industry and therefore needs to execute the eight total quality management as follows.

Application of The TQM Strategy To LA BADIRA Resort Hotel

La Badira Resort is categorized as one of the world’s best hotels, but still, there is room to advance the application of the TQM. An overview of the organization’s operation structure is as follows. First, the company has 130 suites which measure 45m2 to 160m2, and has five restaurants that blend well innovation and tradition (Drmahey, 2018). The management has included an exceptional Spa by Clarins in the entire country. The hotel has intimate specs around and inside the hotel with an indoor fireplace and a library. Other facilities are a cocktail bar with bitter orange and jasmine-scented lawns and a shop that is strategic to serve the local craftsmanship.

These facilities can give an illustration of the authenticity of the country. Such design has enabled writers, travelers, and those seeking adventure to feel at home and enjoy the company of friends due to its flooding visitors. With its design of yesteryear, made to appear, it has been revisited with modernity, with needed discretion and elegance it deserves to be the best; however, more can still be done to make it TQM compliance.

Employment of the TQM needs to be strategic to ensure the previous adoration of the hotel is not replaced. For instance, the first thing to consider is to ensure it occurs at the frontline level. This is a place where low-level managers and clerical production are active the most (Behnam and Juanzon, 2016). This then means, one of the main objectives of a TQM is to ensure first things are being done on a first-time basis. It is important because such an approach guarantees time is saved, which the organization would spend correcting errors.

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Customer Focus

The first principle is the customer focus, where the principal stresses on there is a need for an organization to understand its customers. Things such as what they need and when is an important consideration because this helps an organization meet the customers’ expectations. La Badiral focuses on an adult when it comes to offering services such as hotel bookings. It means the company has greatly focused on the aspects of the intimate relationship, which is good (Hussain, 2020). However, such an approach means the organization is being exclusive, which might not be the best position to take, and therefore proper application mechanisms need to be followed.

As a manager, the hotel should seek all opportunities available to satisfy its customers. This strategy is recommendable because issues like waste and revenues to operate the organization are reduced. The principle of customer focus mainly takes into consideration the customer services and needs of the customers. Thus, research and survey about what the customers want and love should be initiated. This can be done through a free survey form in the facility’s environment or can be done online. Social sites such as Facebook and Twitter, among others, are appropriate when it comes to investigating the needs of the customers.

Leadership

Leadership comes as a second principle of the TQM. The idea is that good leader have the potential of uniting the organization and at the same time giving the people a sense of direction. They have the power to nature and create conducive environments so that every individual’s views are perfectly considered. Every time, there I need to chart a course that guarantees the establishment of this organization’s objectives. This, therefore, will be done by bringing suitable leaders in the management of the La Badira Hotel. Since the principle reveals that leaders are vital in setting the goals of an organization, as a manager, all sectors of the organization will have trained leaders. The method will be important in directing every sector to be aligned to the needs of the organization.

Involvement

For any organization to be a success, people make the primary pillar. According to White (2019), the author affirms that when people are aware and understand their position in terms of contributing to the vision of the organization, they become innovative. From such a perspective, people become eagers to participate, in terms of wholly furthering the objectives of this hotel. In this regard, this principle acknowledges the aspects of bridging the communication gap between the employees and management. The hotel will invite people on board in terms of serving them appropriately. Secondly, the people will have to be invited to contribute in giving suggestions on what their thoughts are towards the La Badira hotel’s management. The people need to be made a part of the decision-making group for the hotel by all possible means, including reaching out to them.

The Process Approaches

One of the main affirmations of this principle is that every organization, including this La Badira Hotel, will only achieve results when activities and resource which are related are managed as a process. That which the principle takes care of is effectiveness, efficiencies, understanding, and consistency. When this happens, there is a speeding of activities, elimination of wastes, improvement of consistency, and promotion of improvements in a continuous manner. As the manager of La Badira, this principle can be handled by setting goals that govern the operation of a hotel.

The setting of goals can be a challenging affair, especially if workers are not honoring the mission and vision of the organization. As a result, the principle can be implemented by making policy, which beckons the employees to adhere to activities that will ensure wastes are eliminated, speeding and guarantees the improvement of consistency. Such rule will be reinforced with repercussions if a person fails to honor that which is stipulated therein (Green, 2020). In this way, workers and other employees will never compromise that which is required of them when serving the organization, and therefore adhering to the process approaches.

The Management of System Approach

This occurs as the fifth principle of the eight and therefore is one of the approaches to management. All that this principle does is to seek understanding, identification as well as management of interrelated processes. What the system does, is contribute to the effectiveness of the organization and its efficiency for the sake of achieving an objective (Tramontana, 2020). To make this process true in this hotel, several processes will be managed simultaneously in a system that is organized. The hotel, therefore, will be linked to a computer system so that various processes can occur simultaneously for the sake of serving the people. In this regard, it will mean the hotel processes need to be fully computerized to support the processing of commands.

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The Continuous Improvement

The organization needs to have proper continual improvement to make it relevant. All the businesses which thrive are the ones that keep on adjusting to meet the demands of the new market. It is plausible that this hotel has blended traditional architrave to modernity in such a way to ensure elegance and beauty for the customers. This perception will be reinforced by blending more customary products, which will advertise the culture of the local people. It means, therefore, a more cultural picture will be included in the inner rooms of this facility to identify the hotel with its people. Secondly, the organization should embrace continual change to be an active business objective. The advantage of this is that the flexibility of the organization increases the ability to take in new opportunities. This step is important because it ensures the success of the company in this dynamic world.

Decision-Making in Factual Approach

The decision in every organization needs to be not only effective but also action-based. This is what a factual approach in terms of decision-making means. Therefore, as a manager, every action which should be done in this hotel needs to be relevant to specific data (Erts, 2019). All the decision which are anchored on the facts supports the aspect of improving understanding of both the service and the product and reinforces the aspect of the market place. Consequently, every decision which is made will replicate what the real world is dictating in regards to a product and service. As a management team, research needs to be done every time to support the vision and the direction of this hotel. Through such, objectivity and clarity become a part of the right decision to succeed.

Supplier Relationships with Mutual Beneficial

This is the last principle of the TQM which also greatly supports the aspect of profitability in an organization. The principle is all about heeding of an organization’s independence from the suppliers. This involves the aspects of connecting with the providers. There are various issues that the hotel gets from the suppliers, and as a result, there is a need to ensure there is a mutual relationship. The management should therefore try to offer tenders to suppliers without any aspect of biasness. This means the La Badira hotel needs to embrace transparency if it must get the best from the suppliers. Lastly, the hotel should stage a scheme in place to attract these individuals in regards to them becoming decision-makers. In this way, they will feel like to be part of the hotel’s community and will give in the best in terms of simplification.

TQM Planning

The TQM strategic planning entails the provision of tools to an organization for the sake of gaining a competitive advantage. Therefore, this works as a device that supports the prioritization of a firm’s efforts in the context of implementing TQM. Through TQM planning, therefore, this organization should be able to anticipate and predict changes in the position and the business environment in La Badira. For this to come true, this company needs to ensure the development of a marketplace edge that differentiates this firm from other hotels. Therefore, this will support the aspect of meeting the customer demands. The demands of the clients are made complete in an environment that honors the reputation for the consumers’ quality a value.

There are various methods which organization should employ in the determination of TQM planning in this organization. For instance, the management should employ the use of a priority matrix, which is a tool that evaluates and prioritizes options that support meeting the demands of the customers. For instance, this hotel has ensured the needs of adult visitors are met first before other people’s needs. This has made the organization appear as if it supports intimate relationships for the mature. Nevertheless, there are others who do not find such a priority and therefore can be locked out from making this hotel their first choice. The management should employ a tool such as a tree diagram, the process decision tool, and the matrix diagram to ensure the determination of the best approach which would support the customers.

TQM Strategies

There are various strategies that the La Badira hotel can employ to implement the TQM systems. For instance, the top management should learn and adapt to commit to the TQM structure. That means there should be the identification of the organization with the tool.

Then the management should lead the need to assess the current culture, the quality management system, and customer satisfaction aspects. The next stage is to make identification of the core principles and values that should be used and then communicate them (Lotich, 2016). The next aspect would be to develop a TQM master plan, to adhere to 1, 2, and 3 step criteria. Customer demands should then be prioritized and identified so that the services and the products offered by the organization should align to what the target group needs. Critical processes should then be mapped with the help of the management so that La Badira could be able to meet the demands of the customers.

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Besides the above, other strategies to implement TQM for this hotel can be as follows. Overseeing of the team formed by the management with the intent of improving the efforts of the processes required. There should be a steering committee present to manage the TQM efforts under the guidance of the top position personnel. All the hotel’s managers should have the ability to individually contribute to the TQM efforts through coaching, training, and planning, among other things. Lastly, there should be daily process management cooperated with standardization to support the aspect of serving clients appropriately. The employees’ feedback and awareness need to be considered, with issues such as recognition and rewarding of their efforts being addressed. Thus far, these strategies are important when it comes to changing and reinforcing service delivery in any hospitality industry.

TQM Follow Up

Just like every strategy which sought to support an organization in regards to profitability, measurements should be put in place to track its productivity. For instance, the hotel management should identify critical success factors. This helps in supporting the organization to put a focus on the things which help meet objectives. Therefore, one of the TQM follow-up criteria is to consider whether the objective of the system is met.

If the TQM has not supported the objective, that means the execution of the process is uncooperative. Another follow-up mechanism should be establishing whether the system is closer or meets the mission of the organization. If the system meets the mission and even the vision of the company, it means the execution of it is done appropriately. Otherwise, proper counter mechanisms should be invented to help support the program. This acts as a performance measure, gauging the determination of how best the hotel is meeting the objectives.

Measuring & Tracking Performance

Some of the issues which the hotel should check to establish whether the system is working, as follows. The management should consider whether financial performance is responding as it should. Secondly, customer satisfaction should also be put into study, whether the outcome is positive (Jusoh et al., 2016). The process should reveal a positive improvement on the general aspect of the hotel. If these issues are positively met, the system is at work; otherwise, monitoring should be done to align the aspect appropriately. Other issues such as customer satisfaction, market share, the quality of the services and products should as well be evaluated. This is one of the best methods of making TQM follow-ups.

Opinion and Recommendation

In my opinion, the system ensures there are no failures when it comes to making profits for this firm. Firms such as Merril, AIG, and Lehamn all failed because they did not have a strategized TQM. The system stems from believing that mistakes are easily avoided if all people will work behind a continual process of reducing, detecting, and eliminating errors. This essential is what TQM entails because the system commands for an organization to put quality, the people, and positioned culture first.

Conclusion

In conclusion, it is essential to note that total quality management is a system that supports organizations to align with the market and ensure productivity. La Badira, one of the world’s largest hotels, can employ this mechanism to ensure its success. For instance, the system needs to be strategic with aspects such as leadership, people, customer focus, the process, and system approach, among others being considered. There is room for strategizing the aspect related to TQM for improving the operational mechanism of the hotel.

Reference List

Anon, Kevin. (n.d.). Performance measurement. Web.

Behnam, N., and Juanzon, J. (2016). Developing an appropriate performance measurement framework for total quality management in construction, and other industries. International Journal of Technology & Engineering, 5(2), pp. 32-44. Web.

Drmahey, R. (2018). Total Quality Management Principles, Concept and Importance. Web.

Erts, N. (2019). 5 simple total quality management implementation steps for employees and customers. Web.

Green, A. (2020). Total quality management (TQM): Improve processes & keep customers happy. Web.

Lotich, P. (2016). 12 steps to implementing a quality management system. Web.

Tramontana, D. (2020). How can TQM make your business more successful?. Web.

Hussain, M. (2020). Key success factors of total quality management (TQM) for the hospitality sector: a critical review of the literature. Arabian Journal of Business and Management Review,10(4). pp.1-7.

Jusoh, M. S., Ishak, A. N. and Ahmad, Z. M. (2016). Exploring the TQM best practices in Malaysia hotel industry using Multi-Criteria Decision Making (MCDM) approach: A conceptual analysis. Web.

White, S. K. (2019). What is TQM? A company-wide strategy for customer satisfaction. Web.

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