Total Quality Management Transfer: A Case of Hong Kong Hotels

Jaksa Jack Kivela · Frank M. Go

9 citations0/0 files storedAsia Pacific Journal of Human Resources

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Quality and Supply Management Quality and Management Systems Management Systems and Quality Improvement

Abstract

Hong Kong is world-renowned for its first-class hotels. But increasingly, thereis a need for the systematic application of Total Quality Management (TQM)in Hong Kong's hotel industry because its labour turnover is unacceptablyhigh, the cost of hotel labour is rising, and competition is increasing. TQMwas first introduced in the local hotel industry during the late 1980s. Data on the present status of TQM in Hong Kong's hotel industry are interpreted within the context of the Chinese family business. The paper concludesby contrasting two case-studies to demonstrate the most effective implementation of TQM in Hong Kong hotels.

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References

1983Culture's Consequences: International Differences in Work-Related Values.1952Quality-Control Handbook.1981The art of Japanese management 1990Delivering Quality Service 1992Successful change programs begin with results.1979The Japanese Company 1991The Social Construction of Business Systems in East Asia 1979Japan as Number One

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