Abstract: This study aimed to evaluate the extent of implementation of total quality management system of small hotels in Region VI and likewise identify problems in the implementation of quality management initiatives. The findings of the study endeavored to design a total quality management model to be adopted by small hotels, of Region VI. The focus of this study was confined to the Total Quality Management constructs which includes, customer focus, continuous improvement, process approach, management by fact, strategic management, leadership and employee involvement as variables in assessing the extent of compliance of small hotels. The study used the descriptive method in gathering data with the questionnaires as the main instrument and utilized stratified random sampling technique in selecting the respondent coming from different provinces. The study used four (4) point Likert – Scale and distributed among the participants. The data gathered were statistically treated with the accurate tools to be able to determine the significant difference between and among the ratings of respondents according to category and across provinces. Finding showed that almost of the TQM constructs which includes, Customer Focus, Continuous Improvement , and Strategic Management got the ratings which is interpreted as “Very High Extent” while Process Orientation , Management by fact, Leadership and Employee Involvement have a ratings which is interpreted as “ High Extent”. The ratings of the respondents reflected the adherence to the required TQM standards and practices implementation since the entire construct are important criteria for a good quality management of an organization or company. Statistically the results arrived at the conclusion that there were significant differences in all the aspects of Total Quality Management constructs as rated by the respondents according to category and across provinces, thus the null hypothesis were rejected. Moreover, results revealed that the three provinces in Region VI vary differently in the implementation of TQM wherein Iloilo got the highest rating of “Very High Extent”. Top management and Rank in files rated differently the problems they have encountered.
Keywords: Total Quality Management, Competitive Advantage, Small hotels, Accreditation, Top Management.
Title: A Total Quality Management (TQM) Model for Small Hotels in Achieving Competitive Advantage
Author: BARBARA P. TABANGCURA, DBM-HM, DR. MARIA ROCHELLE G. DIVINAGRACIA
International Journal of Management and Commerce Innovations
ISSN 2348-7585 (Online)
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