TQM-Part 1 MBA

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09278237 Pratik Sangoi

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Introduction:

According to Zairi, 2003 in a particular organisation application of TQM is

executed in order to achieve the service excellence for the business. TQM plays a

major role in maintaining the quality of the organisation and at the same pointof time leads to efficiency in the working matters of the organisation. The

concept and the vocabulary of TQM have been very simple and elusive as it is

customer based and value based, meeting the expectations of the customers.

The Ritz Carlton Group of Hotels

History:

The king of hoteliers and hoteliers to king running with this phrase Cesar Ritzhas built one of the most beautiful and elegant hotels in the world with the name

Ritz Carlton. The expansion of the Ritz was even being continued by his wife

Marie after his death in 1918 and went on to be one of the elegant hotels in

world. (http://corporate.ritzcarlton.com/en/About/OurHistory.htm)

Ritz Carlton group of hotels is known for providing excellent service in the terms

of the quality, luxury and the kind of efficiency all over the world. The level of

service and quality provided by this hotel industry has made this hotel industry

win many awards in terms of excellence, etc. the main and the primary aim for

this hotel is to provide value and quality to its customers and also provide better

efficiency in the working matters of the organisation. Ritz Carlton providing the

combination of atmosphere and the cuisine it has provided assurance to the

customers that this is the place for them to swing and take the real essence of

the nature and the environment. (http://elitechoice.org/2009/08/27/ritz-carlton-

looks-back-to-a-history-of-100-luxurious-years/)
http://corporate.ritzcarlton.com/en/About/OurHistory.htmhttp://corporate.ritzcarlton.com/en/About/OurHistory.htmhttp://corporate.ritzcarlton.com/en/About/OurHistory.htmhttp://elitechoice.org/2009/08/27/ritz-carlton-looks-back-to-a-history-of-100-luxurious-years/http://elitechoice.org/2009/08/27/ritz-carlton-looks-back-to-a-history-of-100-luxurious-years/http://elitechoice.org/2009/08/27/ritz-carlton-looks-back-to-a-history-of-100-luxurious-years/http://elitechoice.org/2009/08/27/ritz-carlton-looks-back-to-a-history-of-100-luxurious-years/http://elitechoice.org/2009/08/27/ritz-carlton-looks-back-to-a-history-of-100-luxurious-years/http://elitechoice.org/2009/08/27/ritz-carlton-looks-back-to-a-history-of-100-luxurious-years/http://corporate.ritzcarlton.com/en/About/OurHistory.htm


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Ritz Carlton Mission Statement:

We are Ladies and Gentlemen serving Ladies and Gentlemen with this kind of

mission Ritz Carlton has been successfully serving its customers and has proved

its efficiency in the working affairs of the hotel industry. This hotel industry has

always been goal oriented. Setting up our Ladies and Gentlemen for Success

with this kind of primary objective Ritz Carlton has always been accomplished

with its mission towards its employees and the members of the staff of the

organisation (http://www.ritzcarlton.com/en/Default.htm). Genuine care and

comfort for customers has been the highest mission for Ritz Carlton.

Products and Services:

The product and services provided by Ritz Carlton is in the form of Gold

Standards which has led to the foundation of this hotel industry. The kind of

service provided by this hotel industry is exemplary. Customers at this industry

are treated with a very warm and sincere greeting by using their names and also

the kind of the service a particular guests needs is anticipated properly with a

very warm good bye and also with elegant farewell. Employee promise has also

been one of the efficient services provided by this hotel industry.

Ritz Carlton being the brand name, the kind of services and products provided

by this industry is luxurious and elegant, which has led to serve in the best

manner to its business and leisure travellers worldwide and that too in an

efficient way (http://www.ritzcarlton.com/en/Default.htm).
http://www.ritzcarlton.com/en/Default.htmhttp://www.ritzcarlton.com/en/Default.htmhttp://www.ritzcarlton.com/en/Default.htmhttp://www.ritzcarlton.com/en/Default.htmhttp://www.ritzcarlton.com/en/Default.htmhttp://www.ritzcarlton.com/en/Default.htmhttp://www.ritzcarlton.com/en/Default.htm


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Operational and Market Challenges:

Before the success of the particular organisation, the industry itself has to face

many challenges and prove itself about the ability and the capability it has to

serve its customers. There have many operational as well marketing challenges

Ritz Carlton have faced to make it a successful industry.

Increase in Competition:

There have been many new hotel industries coming into market sector and have

tried to serve best to their customers. International competition has been on rise

due to the well known brands and many international hotels expanding their own

businesses in the foreign markets. The local competitors include Four seasons;Hyatt hotels; etc. whereas the foreign competitors include The Taj; The Oberoi;

etc.

Profit Maximisation:

The main and the primary challenge for any industry in the particular

organisation is the maximisation of the profit. Having not earned profit in the

particular year or so the industry cannot serve its customers in the best way

they want to. Serving Ladies and Gentlemen being the main motive, the

primary challenge for Ritz Carlton is to maximise its profits in all sectors of the

organisation.

Retainment of the Trained Staff:

For a particular industry in the sector of hotels, to train the particular staff lots of

the efforts are required so that the best of the service can be provided to its

guests. Being highly valued in their education background, to retain the trainedstaff is very difficult which might lead to operational difficulties in the particular

organisations and also the name and the fame of that industry in the market

economy slides down.

There are many other operational and marketing challenges regarding cost and

the availability of the raw material; demands from the customers and the guests

in the particular industry; change in the technology; etc. which also affect the

working matters of the organisation and might also put the break in the

efficiency and the elegancy of the work.


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Total Quality Management:

Total Quality Management is defined as, A set of management practices

throughout the organisation, geared to ensure the organisation consistently to

meet the needs and exceed customer requirements. TQM puts its primary

attention on the process measurement and acts as a tool for continuous

improvement in the working affairs and the matters of the organisation.

(http://managementhelp.org/quality/tqm/tqm.htm ). According to Armand

FeigenbaumTQM is defined as, An effective system for integrating the quality

development; quantity maintenance and quality improvement efforts of the

various groups in an organisation so as to enable product and service at the

most economical levels which allows for full customer satisfaction.

Naylor, J. (2002) defined Quality as, A degree to which a set of inherent

characteristics fulfils requirements. In terms of Mathematics Quality is

invariably related to the satisfaction of the customers. In the economy of the

market where products are being sold from the point of view of the customers

the primary preference is being given to the quality and on that basis the

product is being purchased from the market. According to Bank, J. (1992),

Quality and productivity are inversely proportional to variety.Generally beingan approach towards the management art TQM found its origin in Japan in

1950s and then moved towards West in the late 1980s.

Dr. W. Edward Deming, 1982 defined TQM as, Management methods used to

enhance quality and productivity in organisations particularly business. At each

and every point of operation in the economy of the market TQM emphasis on the

quality of the particular product. Quality of a particular product results in the

maximisation of the profit; reduction in the costs and also improves the

satisfaction for the customers. Kotler, P. and Armstrong, G. (1997) has

defined Total Quality Management and Quality in combination as, The totality of

the features and characteristics of the product or service that bear on its ability

to satisfy the needs.
http://managementhelp.org/quality/tqm/tqm.htmhttp://managementhelp.org/quality/tqm/tqm.htmhttp://managementhelp.org/quality/tqm/tqm.htmhttp://managementhelp.org/quality/tqm/tqm.htm


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Components of TQM:

TQM being an approach towards competitive nature and effectivity for an

organisation in the economy of market, there are various components of TQM in

the industry sector which leads to the efficiency of the organisation. The various

components are:

1. Customer focus and Customer centric

The needs and the expectations of the customers are satisfied by the quality of

the product. In the industry of hotels it is always said that what customers say is

always right and on that basis the primary component for TQM is that industry

should always be customer focused ensuring that all the standards of service aremet by the customers from that particular industry.

2. Continuous Improvement

Now a days the nature of competition in the market is on rise. To reach the level

of competition continuous improvement is necessary to meet the needs of the

customers. Quality standards for each and every product should improve to

strive in the market economy. Continuous Improvement means improvising

product standards according to the requirements of the markets.

3. Aim for Zero defects

The main and the secondary component for TQM is aim to vanish all the defects

in particular product, as defect in the product will degrade the customer

satisfaction. Assurance and Control for quality have been the main pillars for the

industry to aim for Zero defects.

4. Training and Development

To understand and regulate the principles of TQM it is necessary for each and

every organisation to train its employees and the employee needs to himself

understand how the TQM for the particular organisation is to be achieved and

basis of its understanding the working affairs of the organisation can be carried

out effectively and efficiently. (http://www.learnmanagement2.com/TQM.htm ).
http://www.learnmanagement2.com/TQM.htmhttp://www.learnmanagement2.com/TQM.htmhttp://www.learnmanagement2.com/TQM.htm


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TQM Practice in Taj Group of Hotels:

Taj Group of Hotels has been one of the well known hotels in the hotel industries

and in true picture has been the trendsetter for other hotel industries. TQM in

relation to Taj hotels relates a Strong relationship with customers and has

been very successful in serving its customers and also satisfying their own

needs. To meet the needs and the services of the customers the team of

Guests Relationshiphas been set up separately. The application of TQM has

been very elegant and efficient and on the basis of this elegancy in TQM it has

proved to be one of the best hotels in the world.

Quality relates to service in terms of TQM and Taj has been one of the best

service providers to its customers. Based on the effectivity in the working

matters the Communication systembetween the staff and employer has been

terrific and this has lead to good working environment. To co-ordinate with

various customers and guests from different countries, staffs at Taj are provided

with Language Training which helps in good co-ordination with customers.

TQM in relation to Taj hotels, staffs are trained at all levels of standards of

quality relating to Teamwork among the staffs of the organisation and on the

basis of such work quality results are been inculcated by this Hotel industry.(http://managementfunda.com/sony-taj-hotel-kaizen-in-japan/)

TQM Development in coming Five years:

There have been many new ideas in the economy of the market for the

development of TQM and on the basis of which the working affairs of each and

every organisation can be carried out effectively and efficiently. The basic and

the prime factors for the development of the TQM in coming five years are as

follows:

1. Satisfaction to customers

To develop TQM in coming years the first and the foremost factor is to satisfy

the customers. Customers needs and services should be provided by the

organisation to attain improved results. To improve the quality of the particular
http://managementfunda.com/sony-taj-hotel-kaizen-in-japan/http://managementfunda.com/sony-taj-hotel-kaizen-in-japan/http://managementfunda.com/sony-taj-hotel-kaizen-in-japan/http://managementfunda.com/sony-taj-hotel-kaizen-in-japan/


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product feedback from the customers is important. Thus customer satisfaction

should be given prime importance for the development of TQM.

2. Empowerment of Staff

In particular organisations staff and the employees should be empowered and

they should be involved in improving the quality of the product. They should be

empowered to take their own decisions which might lead to better efficiency of

the organisation.

3. Teamwork and Benchmarking

To carry out the development of TQM in an effective way all the members of the

staff should work in team and also benchmark their own product in the economy

of the market which leads to efficiency in the working affairs. The need for

going, Best Practices to Next Practices (Prahlad, C. et. al. 1986) there is no

need to benchmark the products in such a way that it defies the working affairs

of organisation.

4. Focusing on process

The organisation should always be focused on the process of the workingmatters to develop its TQM so as to analyse the external and internal procedures

of the organisations. The crucial factors of the organisation can be understood

only by focusing on the process of organisation.

Thus looking at all the factors above TQM can be developed in way of sensitivity

and also on the basis of the productivity in the coming five years, thus making

the affairs and the matters of the organisation work effectively and elegantly.

(http://www.emeraldinsight.com/Insight/viewPDF.jsp?contentType=Article&Filename=html/Output/Published/EmeraldFullTextArticle/Pdf/0400210103.pdf)

TQM Practice in Ritz Carlton:

In the market economy of todays world the demands from the guests and the

customers are increasing and to survive in the market Ritz Carlton need to
http://www.emeraldinsight.com/Insight/viewPDF.jsp?contentType=Article&Filename=html/Output/Published/EmeraldFullTextArticle/Pdf/0400210103.pdfhttp://www.emeraldinsight.com/Insight/viewPDF.jsp?contentType=Article&Filename=html/Output/Published/EmeraldFullTextArticle/Pdf/0400210103.pdfhttp://www.emeraldinsight.com/Insight/viewPDF.jsp?contentType=Article&Filename=html/Output/Published/EmeraldFullTextArticle/Pdf/0400210103.pdfhttp://www.emeraldinsight.com/Insight/viewPDF.jsp?contentType=Article&Filename=html/Output/Published/EmeraldFullTextArticle/Pdf/0400210103.pdfhttp://www.emeraldinsight.com/Insight/viewPDF.jsp?contentType=Article&Filename=html/Output/Published/EmeraldFullTextArticle/Pdf/0400210103.pdfhttp://www.emeraldinsight.com/Insight/viewPDF.jsp?contentType=Article&Filename=html/Output/Published/EmeraldFullTextArticle/Pdf/0400210103.pdf


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improve on demands from customers and guests. Following are the components

followed by Ritz in relation to TQM:

1. Satisfaction to Guests

In the hospitality industry it is always said that Guests are always right and on

the basis of this scenario the prime focus for Ritz Carlton is to satisfy its guests

and meet their needs and their services. In Ritz the requests from the guests are

solved easily and each and every member of the staff just aims that guests at

their place feel comfort and they have best of their experience.

2. Continuous progress

Ritz Carlton has made continuous progress on the demand from customers

especially in the key areas which they need to improve. Ritz Carlton imposing on

continuous progress helds training programmes and co-ordinates all its

employees at all the levels. All the comments from the guests are analysed by

the top management and on the basis of it the areas of improvement is decided.

3. Assurance of quality

In terms of TQM Ritz Carlton has always assured quality to its customers and onthe basis of quality it has been one of the top most hotel industries in the world.

At all the levels of quality standards employees and the staff are being trained at

Ritz and seminars are being held for them to improve the quality of the hotel

industry. Ritz Carlton should follow Measuring method which is to result

improved TQM in future.

4. Tools of Communication

Communication has been the backbone for Ritz Carlton to keep all the

departments co-ordinate with each other. Communication with the guests and

the employee is also very important as the employee represents the organisation

and also looks after the working affairs and the matters of the organisation.

(http://www.accessmylibrary.com/article-1G1-14444791/ritz-carlton-applies-

tqm.html)
http://www.accessmylibrary.com/article-1G1-14444791/ritz-carlton-applies-tqm.htmlhttp://www.accessmylibrary.com/article-1G1-14444791/ritz-carlton-applies-tqm.htmlhttp://www.accessmylibrary.com/article-1G1-14444791/ritz-carlton-applies-tqm.htmlhttp://www.accessmylibrary.com/article-1G1-14444791/ritz-carlton-applies-tqm.htmlhttp://www.accessmylibrary.com/article-1G1-14444791/ritz-carlton-applies-tqm.htmlhttp://www.accessmylibrary.com/article-1G1-14444791/ritz-carlton-applies-tqm.html


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Key Areas of Improvement for Ritz:

Increasing the demands from the guests day by day the management of Ritz

Carlton should manage to get the New technologyand should start workshops

for the employees to improve the quality standards of the organisation.

Investment of money is huge for employees in Ritz but it has been very difficult

for them to Retain their own staff and on the basis of this Ritz needs to

compensate for its trained staff. The Auditscarried out by the company should

detect the flaws and should improve the process.

Staff Careshould be the prime motive for Ritz Carlton and instead of spending

more on training they should retain them. To improve its TQM in the economy of

the market Ritz Carlton should start Innovative strategies in the market to

satisfy its customers.

Action plans for Ritz Carlton:

In order to achieve all the above factors in the organisation for Ritz Carlton the

organisation has to train its staff in such a way that they can retain them and

also can improve the quality standards of the organisations. Ritz Carlton should

always think of ideas which are innovative in nature and are advantageous to

the working affairs of the organisations. The very most important and the prime

objective for the Ritz is to keep checking the reports of progress among its own

competitors and accordingly carry out the working of the organisation.

Ritz Carlton should promote more and more employees and on the basis of this

promotion should involve them in the improvement of the quality standards.

Thus taking all these action plans into the consideration to improve the TQM of

its own organisation Ritz Carlton should follow the action plan on an effective

and efficient basis.


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Conclusion:

In the world of competitive market customers and the guests in the particular

hotel industry are more quality concise and the only way to stick in the market is

to provide quality services to the customers. Looking at the current trends the

organisation needs to be efficient and elegant in the working matters of the

organisation and TQM is the only tool to deal all the problems of the

organisation. Thus looking at each and every factor above there are some areas

where Ritz Carlton still needs to put its attention into where they can keep

themselves ahead in the competition.


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References:

Books

Bank, J. (1992) The essence of total quality management. Hertfordshire:prentice hall.

Bell D, et al. (1994) Managing Quality. Oxford: Butterworth-Heinemann. Chase R. B. Et al (2004) operations management for competitive

advantage. 10thed. Usa: McGraw-hill.

Crosby, P. (1984) Quality without tears-The art of hassel-freemanagement. 2nded. USA: McGraw-hill.

Kotler, P. & Armstrong, G. (1997) Marketing An Introduction 4th ed:Prentice

Meredith J. R. (1992) The management of operations: A conceptualemphasis. 4thed. Usa

Naylor J. (2002) Introduction to operations management. Harlow: PrenticeHall.

Oakland J. (1993) Total quality management. 2nd edition. Oxford:Butterworth-Heinemann.

Slack, N. Et al. (2004) Operations management. 4

th

edition. Harlow:Prentice Hall.

Waters, C.D.J. (1991) An introduction to operations management. Oxford:Avon.

Journals

Bacon, T.R., Pugh, D.G. (2004), "Ritz-Carlton and EMC: The GoldStandards in operational behavioural differentiation", Journal of

Organizational Excellence, Vol. 23 No.2, pp.61-75

Brown, M., Hitchcock, D., Willard, M. (1994), Why TQM Fails and What toDo About It, Irwin, Burr Ridge, IL.,

Chase, R.B. (2004), "Its time to get to first principles of service design,Managing Service Quality, Vol. 14 No.2, pp.126-8.

Dale, B., van der Wiele, T., Williams, R., Greatbanks, R. (1998), "TQM the challenges for European business", Quality World, pp.46-9.

Deming, W. (1982), Quality, Productivity and Competitive Position, MIT,Center for Advanced Engineering Study, Cambridge, MA, .


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Feigenbaum, A. (1956), Total Quality Control, McGraw-Hill, New York., . Garvin, D. (1988), Managing Quality, The Strategic and Competitive Edge,

The Free Press, New York, NY.,

Ishikawa, K. (1985), What Is Total Quality Control? - the Japanese Way,Prentice-Hall, Englewood Cliffs, NJ., .

Johnston, R. (2004), "Towards a better understanding of serviceexcellence", Managing Service Quality, Vol. 14 No.2, pp.129-33.

Madu, C.N., Kuei, C. (1994), "Strategic total quality management transformation process overview", Total Quality Management, Vol. 5 No.5,

pp.255-66.

Websites

History of Ritz Carlton, [online] Available from:

http://corporate.ritzcarlton.com/en/About/OurHistory.htm[Accessed on 2ndApril, 2010]

http://elitechoice.org/2009/08/27/ritz-carlton-looks-back-to-a-history-of-100-luxurious-years/

[Accessed on 2ndApril, 2010]

Ritz Carlton Mission Statement, [online] Available from: http://www.ritzcarlton.com/en/Default.htm

[Accessed on 3rdApril, 2010]

Ritz Carlton Products and Services, [online] Available from:

http://www.ritzcarlton.com/en/Default.htm[Accessed on 3rdApril, 2010]

Introduction to TQM, [online] Available from:

http://managementhelp.org/quality/tqm/tqm.htm [Accessed on 5thApril, 2010]

Components of TQM, [online] Available from:

http://www.learnmanagement2.com/TQM.htm [Accessed on 5thApril, 2010]

TQM development, [online] Available from:

http://www.emeraldinsight.com/Insight/viewPDF.jsp?contentType=Article&Filename=html/Output/Published/EmeraldFullTextArticle/Pdf/040021010

3.pdf[Accessed on 6thApril, 2010]
http://corporate.ritzcarlton.com/en/About/OurHistory.htmhttp://corporate.ritzcarlton.com/en/About/OurHistory.htmhttp://elitechoice.org/2009/08/27/ritz-carlton-looks-back-to-a-history-of-100-luxurious-years/http://elitechoice.org/2009/08/27/ritz-carlton-looks-back-to-a-history-of-100-luxurious-years/http://elitechoice.org/2009/08/27/ritz-carlton-looks-back-to-a-history-of-100-luxurious-years/http://elitechoice.org/2009/08/27/ritz-carlton-looks-back-to-a-history-of-100-luxurious-years/http://elitechoice.org/2009/08/27/ritz-carlton-looks-back-to-a-history-of-100-luxurious-years/http://www.ritzcarlton.com/en/Default.htmhttp://www.ritzcarlton.com/en/Default.htmhttp://www.ritzcarlton.com/en/Default.htmhttp://www.ritzcarlton.com/en/Default.htmhttp://managementhelp.org/quality/tqm/tqm.htmhttp://managementhelp.org/quality/tqm/tqm.htmhttp://www.learnmanagement2.com/TQM.htmhttp://www.learnmanagement2.com/TQM.htmhttp://www.emeraldinsight.com/Insight/viewPDF.jsp?contentType=Article&Filename=html/Output/Published/EmeraldFullTextArticle/Pdf/0400210103.pdfhttp://www.emeraldinsight.com/Insight/viewPDF.jsp?contentType=Article&Filename=html/Output/Published/EmeraldFullTextArticle/Pdf/0400210103.pdfhttp://www.emeraldinsight.com/Insight/viewPDF.jsp?contentType=Article&Filename=html/Output/Published/EmeraldFullTextArticle/Pdf/0400210103.pdfhttp://www.emeraldinsight.com/Insight/viewPDF.jsp?contentType=Article&Filename=html/Output/Published/EmeraldFullTextArticle/Pdf/0400210103.pdfhttp://www.emeraldinsight.com/Insight/viewPDF.jsp?contentType=Article&Filename=html/Output/Published/EmeraldFullTextArticle/Pdf/0400210103.pdfhttp://www.emeraldinsight.com/Insight/viewPDF.jsp?contentType=Article&Filename=html/Output/Published/EmeraldFullTextArticle/Pdf/0400210103.pdfhttp://www.emeraldinsight.com/Insight/viewPDF.jsp?contentType=Article&Filename=html/Output/Published/EmeraldFullTextArticle/Pdf/0400210103.pdfhttp://www.emeraldinsight.com/Insight/viewPDF.jsp?contentType=Article&Filename=html/Output/Published/EmeraldFullTextArticle/Pdf/0400210103.pdfhttp://www.emeraldinsight.com/Insight/viewPDF.jsp?contentType=Article&Filename=html/Output/Published/EmeraldFullTextArticle/Pdf/0400210103.pdfhttp://www.learnmanagement2.com/TQM.htmhttp://managementhelp.org/quality/tqm/tqm.htmhttp://www.ritzcarlton.com/en/Default.htmhttp://www.ritzcarlton.com/en/Default.htmhttp://elitechoice.org/2009/08/27/ritz-carlton-looks-back-to-a-history-of-100-luxurious-years/http://elitechoice.org/2009/08/27/ritz-carlton-looks-back-to-a-history-of-100-luxurious-years/http://corporate.ritzcarlton.com/en/About/OurHistory.htm


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TQM in relation to Taj Hotels, [online] Available from:

http://managementfunda.com/sony-taj-hotel-kaizen-in-japan/[Accessed on 6thApril, 2010]

TQM in relation to Ritz Carlton, [online] Available from:

http://www.accessmylibrary.com/article-1G1-14444791/ritz-carlton-applies-tqm.html

[Accessed on 7thApril, 2010]
http://managementfunda.com/sony-taj-hotel-kaizen-in-japan/http://managementfunda.com/sony-taj-hotel-kaizen-in-japan/http://www.accessmylibrary.com/article-1G1-14444791/ritz-carlton-applies-tqm.htmlhttp://www.accessmylibrary.com/article-1G1-14444791/ritz-carlton-applies-tqm.htmlhttp://www.accessmylibrary.com/article-1G1-14444791/ritz-carlton-applies-tqm.htmlhttp://www.accessmylibrary.com/article-1G1-14444791/ritz-carlton-applies-tqm.htmlhttp://www.accessmylibrary.com/article-1G1-14444791/ritz-carlton-applies-tqm.htmlhttp://www.accessmylibrary.com/article-1G1-14444791/ritz-carlton-applies-tqm.htmlhttp://www.accessmylibrary.com/article-1G1-14444791/ritz-carlton-applies-tqm.htmlhttp://managementfunda.com/sony-taj-hotel-kaizen-in-japan/


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Appendix:

Taj Group of Hotels has a quality analysis tool framed by the TATAEnterprise called as Tata Business Excellence Model (TBEM). TBEM

is based on TQM approach of Quality.

The Business Excellence department looks after quality control &process improvements. This department has leadership across all

Strategic Business Units & also at the corporate level.

TBEM assessment is mandatory for all hotels of the company & takesplace before the end of financial year.

Ms Vida DSouza is the Vice President for Business Excellence of thecompany.

Awards & Accolades : PATA Gold Award 2008 for Marketing (hospitality category) Dun & Bradstreet - American Express Corporate Award 2006 for

being the top company in the Hotels sector

The Best Business Hotel Chain in India by the readers in UK at the2008 Business Traveler Awards.

Raymond N. Bickson, MD and CEO, Taj Hotels Resorts and Palaces,has been named 2007 Corporate Hotelier of the World by HOTELSmagazine.

Avaya Global Connect Customer Responsiveness Awards 2007-Indias Most Customer Responsive Hotel Category Hotels.

Dun & Bradstreet - American Express Corporate Awards 2007 -India's Top 500 Companies 2007 - in the "Hotels" category.

Taj Mahal Palace & Tower, Mumbai voted as the best Hotel overseasin business category by Conde Naste Magazine for 2008.


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TQM-Part 1 MBA

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