Authors : Chrysoula G. Lazari and Dimitris N. Kanellopoulos
Abstract: This study investigates the implementation of Total Quality Management (TQM) in the food and beverage departments of hotels in Achaia in Greece. TQM is a complex process that begins with an assessment of the degree of customer satisfaction and then, based on the assessment`s conclusions, determines the products and the mode of operation so that they correspond to customers` wishes. Simultaneously, they are collated, evaluated and the results dictate the corrective measures to be taken. This study also attempts to determine whether quality service is provided and it reports on the application of total TQM and Quality Certification Systems in the food and beverage departments of hotels in the prefecture of Achaia located in Greece.
Chrysoula G. Lazari and Dimitris N. Kanellopoulos , 2007. Total Quality Management in Hotel Restaurants: A Case Study in Greece. Journal of Engineering and Applied Sciences, 2: 564-571.