Achieving the performance excellence through quality culture improvement strategy in hospitality industry

Abstract EN

This study aims to develop a quality improvement model for hotels.

This model is assumed to be fast, simple, and effective for hospitality organizations because it includes the proven critical success factors of Kanji’s excellence model.

"(KBEM) is a business excellence model that originated from principles of total quality management".

Total Quality Management (TQM) is a management philosophy that seeks to integrate all organizational functions to focus on meeting customer needs and organizational quality objectives.

TQM is one of the most applied and well accepted approaches between the contemporary innovations such as; six sigma, just-in- time to achieve business excellence.

In the last two decades a large number of organizations working among product and service industries had realized the great importance of adopting and implementing TQM process in order to maintain a sustainable competitive advantage in a rapid changing environment.

In addition, this research provides a better understanding of how different groups of frontline managers, chiefs, and employees perceive their readiness towards the business excellence culture and performance in the hotels.

A questionnaire has been developed among representative sample of managers, executives, and lower-level employees m Red Sea area "Hurghada, El-Gouna, Makadi".

Simple percentage, mean, T-test and ANOVA were used to test significant differences and data analysis; Comparison between the mean values of different groups was done using ANOVA vwth post hoc using Least Significant Difference (LSD) test Respondents display the main factors to quality culture practices and business excellence performance, help managers, decision makers, and practitioners TQM in better understanding of TQM critical success factors and to focus on the identified ones while implementing TQM in their hotels.