Year: 2024
Type: article
Abstract: This paper presents the findings of the research regarding the managers' approach to the quality of business processes in the hotel industry in R.N. Macedonia. The paper also provides some of the findings regarding the ability of managers toward achieving excellence, as well as directions through which they should follow that path. The research determined "the age" in the management of business processes, i.e., the development of hotel facilities according to the pillars of the House of Quality (from a young and undeveloped system to a mature and developed system). The paper also provides solutions for the improvement of hotel quality systems through the application of the TQM (Total Quality Management) strategy, staff development, introduction of learning to improve the quality of services, as well as the improvement of processes.
Source: Humanities Journal.
Authors: Elizabeta Mitreva, Dzevat Kicara
Institution: Goce Delcev University
Language: English
Subfield: Strategy and Management
Domain: Social Sciences
Open Access status: hybrid
OpenAlex ID: W4404803290