In the last 10‐15 years rapid changes in the world along with globalization have had great effects on almost all countries and enterprises. This is especially the case for companies faced with international competition. Also, these enterprises have had to take notice of scarce resources becoming more so. All these developments force companies to make decisions in light of their strategic positions, and these developments directly or indirectly affect hotels. They increasingly find themselves in types of competition previously unknown: their customers are demanding more and more for their money and these demands can also be noted in the sector of information technology. Hotels must increasingly make use of the new technologies, and at this juncture total quality management attempts may spell out the decisive differences between the hotels and their ultimate survival. In this study the role of re‐engineering is taken into consideration within the scope of total quality management. The goal of this study is to propose a new process model for a five‐star hotel.
Business Process Management Journal – Emerald Publishing
Published: May 1, 2001
Keywords: TQM; BPR; Innovation; Hotels; Simulation
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