Total quality management in the Singapore hotel industry

• Main Authors: Ng, Sharon Ling Wan, Beh, Benny Meng Kiat, Chao, Marilyn Pei Tsing
• Other Authors: Murthy, Bvsan
• Format: Final Year Project
• Published: 2008
• Subjects: DRNTU::Business::Management::Total quality management
• Online Access: http://hdl.handle.net/10356/10813
• Institution: Nanyang Technological University

The purposes of this study were two-fold: first, to determine whether hotels in Singapore practice Total Quality Management and secondly, to establish the necessity and suitability of the ISO 9002 certification as guidelines for TQM in the hospitality industry. Face-to-face interviews with 17 respo...