Total Quality management

Executive Summary
This study is truly based on unrevealing of the quality management system and approaches being applied in international hotels and local hotel chains. The Ritz Carlton Hotel Company, operating internationally, is a management company which operates hotels and resorts in twenty three countries worldwide and seventy properties in all the major cities. The brand is a subsidiary of Marriot International with the headquarters located in Chevy Chase, Maryland. Established in the early 1990s; the company employs more than 32,000 people and privately owned, the company today runs under the guidance of William Johnson and Horst Schulze. With 100 years of impressive past record, Ritz Carlton has managed to uphold and rather magnify its prestigious its brand image of luxury and comfort. Followings are the THREE STEPS OF SERVICE
1. A warm and sincere greeting. Use the guest's name, if and when possible. 2. Anticipation and compliance with guest needs. 3. Fond farewell. Give guests a warm good-bye and use their names, if and when possible. While the following five principles are not the only tenets of Total Quality Management, by concentrating on these principles, employees will realize that TQM is not just another "program" that will almost certainly vanish. The key is that TQM is an integrated system of techniques and training. (1) Commit to Quality (2) Focus on Customer Satisfaction (3) Assess Organizational Culture (4) Empower Employees and Teams (5) Measure Quality Efforts

Moreover quality management practices will also be studied in local hotel. Solo hotel is located on Railway road, Sargodha city, Pakistan. This hotel is being operated by Aamir Riaz as manager. Well examine quality assurances with respect to people, process, product and working conditions. For exploring all related issues well conduct a comprehensive interview from the manger of Solo hotel.

Division of Work Teamwork is prerequisite of TQM and without this quality cannot be achieved in any sector. Based on this phenomenon our group is working on different aspects quality management project with division of work according to competencies of members of group: Responsibilities for appointment and interview conduction lie on Mr. Kamran Khan. Mr. Mubasher is responsible for data collection and net surfing. Miss Saman and Miss Rabia will analyze, reorder, organize and edit data. They will make power point presentation. Data proofing will be conducted by Mr. Mubasher & Mr. Kamran. Our final presentation will be given by all of the members of group. Final evaluation and remarks will be awarded by worthy lecturer Miss Madiha.