`total Quality Management On Organizational Performance Of 5-star Hotels In Nairobi

ABSTRACT Hotel industry business in the past evidence has shown that Total Quality Management programs have failed because the success factors were not in place. In order for hotel business to increase performance, the critical success factors of Total Quality Management should be implemented well. These factors appear to be compatible with successful Total Quality Management implementation programs in the hotel industry. They represent strategic elements, people involvement, emphasis on communication, a focus on the customer, and an awareness of the external market, the need to develop suppl…