"A study of the application of Total Quality Management (TQM) System to Purchasing Department in Five Star Hotels in Greater Cairo"

Abstract

Study has shown that purchasing management can play a central role in assuring a high level of quality and customer satisfaction. for this to happen strong purchasing management commitment to total quality management and customer satisfaction must be strongly present to stimulate an organization to continuously improve its performance. The implication is that any hotels can be successful at TQM. All that is necessary is to select, mix, and match relevant aspects of various programs into a customized application that is appropriate for a given organization.

The four basic principles that must be followed with a TQM Purchasing management styles are to: 1. Develop explicit purchasing and supply management goals and strategies. 2. Give explicit recognition to purchasing and supply requirements.

3. Emphasize the process and the plan.

4. Enhance purchasing performance through formal performance appraisals, training to enable purchasing professionals to exercise initiative and enterprise, and encourage risk-taking without fear of punishment to develop creative approaches to achieving TQM goals.

Purchasing of goods and services when adhered to the TQM principles has been shown to produce gains in all facets of a hotel and is, therefore, a central ingredient in the successful TOM mix. However, it is the researcher's contention that it is not valid to criticize the TQM theory but rather to criticize how each hotel's purchasing management group uses those principles or how to apply implementation requirements to purchasing department.