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

Title:


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


Authors:

Stoyko, Igor

Sherstiuk, Roman


Affiliation:


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


Bibliographic description:

  

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


Issue Date: 


jul-2020


Submitted date: 


may-2020



Publisher: 


Ternopil Ivan Puluj National Technical University


Identificator ORCID: 


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


DOI:

 

UDC: 


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

 

658.56


JEL: 


L15

Keywords:



quality
hotel and restaurant services
Deming principles
motivation
quality standard
HACCP


Pages:


13


Pages: 


66-78


First page: 


66


Last page: 


78


Abstract: 


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.


URI: 


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


ISSN: 


2223-3822


Copyright owner: 

Scientific Journal "Socio-Economic Problems and the State"


URL-releated material: 


http://sepd.tntu.edu.ua/images/stories/pdf/2020/20siigrp.pdf
http://visnik.knteu.kiev.ua/files/2018/03/02.pdf
https://f.ua/alpina-biznes-buks/viyhod-iz-krizisa-novaja-paradigma-upravlenija-lyudmi-sistemami-i-processami-9785961405675.html
https://blog.iteam.ru/edvards-deming-i-filosofiya-upravleniya-kachestvom/
https://docplayer.ru/86429239-Deming-u-edvard-novaya-ekonomika.html
https://www.trn.ua/articles/3433/
https://blog.iteam.ru/edvards-deming-i-filosofiya-upravleniya-kachestvom/


References:

 

1. Danyliuk, L. P. (2013) Sutnist upravlinnia yakosti hotelnykh posluh [The essence of quality management of hotel services]. Visnyk Vinnytskoho torhovelno-ekonomichnoho instytutu [Bulletin of Vinnytsia Trade and Economic Institute]. KNTEU. No. 12, pp. 78-83.
2. Davydova, O. Yu., Pysarevskyi, I. M., Ladyzhenska, R. S. (2014) Upravlinnia yakistiu produktsii ta posluh u hotelno-restorannomu hospodarstvi [Quality management of products and services in the hotel and restaurant industry]. Kharkiv : KhNAMH. (in Ukrainian)
3. Tomalia, T. S., Shchypanova, Ya. I. (2014) Upravlinnia yakistiu v hotelno-restorannomu biznesi [Quality management in the hotel and restaurant business]. Ekonomika. Upravlinnia. Innovatsii. [Economy. Management. Innovations.].no. 2(12).
4. Nanka, O. V. (2019) Zahalne upravlinnia yakistiu [Total quality management]. Kharkiv : KhNTUSH. (in Ukrainian)
5. Mazaraki, A. A., Boiko, M. H., Okhrimenko, A. H. (2018) Forsait rozvytku natsionalnoi turystychnoi systemy [Foresight of the development of the national tourist system]. Visnyk Kyivskoho natsionalnoho torhovelno-ekonomichnoho universytu [Bulletin of Kyiv National University of Trade and Economics]. No. 3(119), pp. 5-22. Available at: http://visnik.knteu.kiev.ua/files/2018/03/02.pdf.
6. Standart DSTU ISO 9000-2015. Systemy upravlinnia yakistiu. Osnovni polozhennia ta slovnyk terminiv [Standard DSTU ISO 9000-2015. Quality management systems. Basic provisions and glossary of terms].
7. Stoiko, I. I., Sherstiuk, R. P. (2020) «Iakist-bezkoshtovno» (14 pryntsypiv Filipa Krosbi dlia upravlinnia yakistiu hotelno-restorannymy posluhamy) ["Quality-free" (14 principles of Philip Crosby for quality management of hotel and restaurant services)]. «Fundamentalni ta prykladni problemy suchasnykh tekhnolohii» : Materialy Mizhnarodnoi naukovo-tekhnichnoi konferentsii. Ternopil, 14–15 May 2020. pp. 264—265.
8. Deming, E. Vykhod iz krizisa. Novaya paradigma upravleniya lyud'mi, sistemami i processami [Way out of the crisis. A new paradigm for managing people, systems and processes]. Available at: httzps://f.ua/alpina-biznes-buks/viyhod-iz-krizisa-novaja-paradigma-upravlenija-lyudmi-sistemami-i-processami-9785961405675.html.
9. Deming, E. Novaya ehkonomika [New economy]. Available at: https://docplayer.ru/86429239-Deming-u-edvard-novaya-ekonomika.html.
10. Principy upravleniya Deminga [Deming Management Principles]. Nacional'nyj biznes-centr TRN.ua. Available at: https://www.trn.ua/articles/3433/.
11. Ehdvards Deming, i filosofiya upravleniya kachestvom [Edwards Deming, and Quality Management Philosophy]. Konsaltingovaya kompaniya iTeam. Available at: https://blog.iteam.ru/edvards-deming-i-filosofiya-upravleniya-kachestvom/.


Issue type:

 

Article


Appears in Collections:


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

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