COLLEGE OF INTERNATIONAL TOURISM AND HOSPITALITY MANAGEMENT

Organization and Management

Journal Article Review no. 1
Submitted by: ANGELICA D. ENRICO
BASTM-4TH YR.

Article Summary 
The paper tackles about the importance and function of quality service and
management. Total quality management is being used for as the progressive
approach in building quality in all aspects of the products and services from the initial
making of these products up to the final delivery to the consumers. Quality has been a
basis for profitability in the business for it shows a strong relation to profit. Different
literature’s define quality from internal to external perceptions where in the product
meets and satisfies the expectations of the consumers. High quality product shows a
competitive advantage to the firms that increases the value of the services and
products being offered to the market and produces return of customers and loyalty.
Research is still the core of this innovations wherein it develops a more sufficient and
effective business process. A deteriorating quality of services could break down the
whole system and it is only possible because of the person in charge, managers
should have the qualities to grasp the system and maintain these activities for a
continuous good value whether it is imitation or original it states that quality still
matters regardless of what is being purchased or what service is being provided. High
quality solutions brings up progress and mitigating negative impacts to the firms that is
why skills and experience must also progress for an ever changing economy for
growth, expansion and strategic management in the industry. According to the author,
TQM (Total Quality Management) serves an opportunity for the improvement of the
business functions and processes of the firm for it would provide a superior products
and service to all the stakeholders and meet the need of the consumers in with a
quality service and products. Quality has become an integral part of service and
products in the management of tourism industry, with the process of allocating the
nearest resources, and process it into use resulting in providing a quality output with
consideration to the environment where as in the industries quality has become a pre-
requisite to modern management and into the businesses success which is also being
implemented to the tourism business. Benchmarking on the other hand has become
the external component of TQM that ensures a long-term competitive advantages and
future development of the organization. Quality stands as an essential attribute that
would lead the company or organization to its potential and desired market. A lot of
effort must be invested to quality control specially in the tourism industry, whereas it
should be done through time and stages : before, during and after. This shows a
reasonable evidence to what is lacking or possible cause of degrading quality of
service. Detection and monitoring is also highly valuable to every process of a system
with different levels to know what kind of solutions and people incharge should
change, adapt or must be improved to ensure the quality of activities in services and
products.
Findings
It has been found that TQM is an integral part of the organizations process so that everyone
must be accountable and responsible for their quality. From the growing challenges and
changes in the business and tourism industry, its impact to the environment must be evaluated
for quality reflects so much to the result of its effects that it could either add value and gain a
competitive edge. It is stated that TQM's approach is suitable for the management of the
tourism industry, of course good planning must be done to carried out a good management of
the activities in the industry because TQM concentrates on what the organization do wrong and
find ways to improve it. Quality planning must be viewed as an continuous process and part of
the systematic approach in the functions and processes of an organization.
Significance of the Study

The significance of these study is that understanding the importance of the approach
that commits a continous improvement to the organization in all aspect of their work that
gives importance to the involvement of all the people involved and incharge in all the
activities of the organizations system. This actually justify that quality is important to any
products and services regardless of its status in the market. Furthermore, TQM is an
approach that gives a significant effect to businesses and even to the tourism industry to
provide quality services and become competitively successful in the progressive market.