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Other Papers on :TQM ƒ Total Quality management

E/OM/18. Defects in quality management and methods of their elimination

(2004, 4000 words)

The paper examines the issues of quality management in Waterlander Hotel analysing the causes of the communications breakdown in the Plastix Internationals annual sales banquet. The faults of the service organisation management are outlined; the tools and techniques of TQM are reviewed; recommendations are made on TQM implementation in the hotel including Six Sigma and DMAIC methodologies for eliminating defects.
 
   
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