WILHELM EDWARDS DEMING’S 14 PRINCIPLES FOR HOTEL AND RESTAURANT SERVICES QUALITY MANAGEMENT

Stoyko, Igor

Sherstiuk, Roman

Ternopil Ivan Pul'uj National Technical University 56 Ruska str., 46001, Ternopil, Ukraine e-mail: stoykoii@gmail.com
Ternopil Ivan Pul'uj National Technical University 56 Ruska str., 46001, Ternopil, Ukraine e-mail: romsher85@gmail.com ORCID ID: https://orcid.org/0000-0001-6253-9421

Stoyko, I. & Sherstiuk, R. (2020) 14 pryntsypiv Vilhelma Edvardsa Deminha dlia upravlinnia yakistiu hotelno-restorannykh posluh [14 principles of Wilhelm Edwards Deming for quality management of hotel and restaurant ambassador]. Sotsialno-ekonomichni problemy i derzhava [Socio-Economic Problems and the State] (electronic journal), Vol. 22, no. 1, pp. 66-78. Available at: http://sepd.tntu.edu.ua/images/stories/pdf/2020/20siigrp.pdf

jul-2020

may-2020

Ternopil Ivan Puluj National Technical University

https://orcid.org/0000-0001-6253-9421

https://doi.org/10.33108/sepd2020.01.066

658.56

quality
hotel and restaurant services
Deming principles
motivation
quality standard
HACCP

13

66-78

66

78

The possibility of implementing a quality management system in the hotel and restaurant complex of Ukraine based on the William Edwards Deming’s principles of quality management to meet the requirements of ISO 9000 quality standards and Hazard Analysis and Critical Control Points (HACCP) is substantiated in the article. The purpose of the study is to adapt the William Edwards Deming’s principles of quality management to their implementation in the hotel and restaurant business to ensure the stability of services quality in the modern market, the orientation of managers on creation of conditions for the enterprise’s continuous improvement. Standard DSTU ISO 9000-2015 "Quality management systems. Fundamentals and vocabulary" provides seven general principles of quality management, specific to all activities: customer focus, leadership, employee engagement, process approach, improvement, decision-making based on evidence, relationship management. Ensuring these principles makes it possible to manage the quality of enterprises, including the hotel and restaurant industry. The quality management of hotel and restaurant services is considered as a set of interconnected subjects, objects, principles, methods and functions of management, focused on the development and satisfaction of quality requirements and reduction of its costs. Ukraine has a significant potential in the development of hotel and restaurant services. The expansion of the hotel and restaurant business infrastructure is required as well as the establishment of institutions for employees’ training and retraining. The priority is to develop the country’s own regulatory framework that would regulate the quality of services in this area. The quality management system of hotel and restaurant services must guarantee the customer’s requests satisfaction while being served in the hotel and restaurant at all stages and at all levels. Therefore, the issue of development and practical application of the enterprises’ internal standards which determine the general components of the hotel and restaurant services quality is of great importance.

http://elartu.tntu.edu.ua/handle/lib/34249

2223-3822

Scientific Journal "Socio-Economic Problems and the State"

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Article

Scientific Journal "Socio-Economic Problems and the State", Vol.22, No.1