Turizm sektöründe toplam kalite yönetimi ve Türkiye`deki 5 yıldızlı otellerde uygulamaları
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Date
2003
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Abstract
ÖZET Bu tez turizm sektöründe Toplam Kalite Yönetimi ve Türkiye'de ki beş yıldızlı otellerdeki uygulamalarını incelemektedir. Tezin amacı Toplam Kalite Yönetiminin tüm yönleriyle açıklanması ve Türkiye'de turizm sektöründe ki uygulamaların ne oranda başarılı olduğunun araştırılmasıdır. Tez beş bölümden oluşmaktadır. İlk bölümde kalite kavramlarından bahsedilmiş, ikinci bölümde Toplam Kalite Yönetimi anlayışının tarihsel gelişimi, teknikleri anlatılmış ve ISO 9000 standartlarından detaylı bir şekilde bahsedilmiştir. Üçüncü bölümde turizm sektöründe Toplam Kalite Yönetimi irdelenmiş, konunun daha iyi anlaşılması için turizm sektörünün özelliklerinden bahsedilmiştir. Dördüncü bölüm araştırma bölümüdür. Yapılan araştırmalar sonucunda sektörde Toplam Kalite Yönetimini en iyi uygulayan altı otel seçilmiştir. Bunlar; Ritz-Carlton, Conrad İstanbul, Sheraton Ankara, Bilkent Ankara, Divan Hotel ve Swiss Hoteldir. Beşinci bölümde sonuç ve öneriler verilmektedir. IV
ABSTRACT This study examines Total Quality Management in hospitality sector and its applications in five star hotels in Turkey. The aim of this study is to explain Total Quality Management in every possible detail and to provide examples from the Turkish tourism industry in order to judge how far the concept has find itself a place within the firms in the industry. The thesis consists of five sections. In the first chapter, emphasis is placed on the definition of quality management concepts. Second chapter deals with the historical background and the techniques used to implement Total Quality Management. Also, in this section, ISO 9000 standards are explained in detail. Third chapter explains Total Quality Management within the tourism industry. To give a better understanding, the structure of the tourism industry is also explained in this section. Fourth section is devoted to research. After dedicated research, 6 hotels that implement Total Quality Management at greater levels when compared to the rest have been identified. These hotels are: Ritz-Carlton Hotel, Conrad Hotel Istanbul, Sheraton Ankara Hotel & Towers, Bilkent Hotel and Conference Centre Ankara, Divan Hotel Istanbul and Swiss Hotel The Bosphorus. Fifth chapter consists of conclusion and recommendations. Ill
ABSTRACT This study examines Total Quality Management in hospitality sector and its applications in five star hotels in Turkey. The aim of this study is to explain Total Quality Management in every possible detail and to provide examples from the Turkish tourism industry in order to judge how far the concept has find itself a place within the firms in the industry. The thesis consists of five sections. In the first chapter, emphasis is placed on the definition of quality management concepts. Second chapter deals with the historical background and the techniques used to implement Total Quality Management. Also, in this section, ISO 9000 standards are explained in detail. Third chapter explains Total Quality Management within the tourism industry. To give a better understanding, the structure of the tourism industry is also explained in this section. Fourth section is devoted to research. After dedicated research, 6 hotels that implement Total Quality Management at greater levels when compared to the rest have been identified. These hotels are: Ritz-Carlton Hotel, Conrad Hotel Istanbul, Sheraton Ankara Hotel & Towers, Bilkent Hotel and Conference Centre Ankara, Divan Hotel Istanbul and Swiss Hotel The Bosphorus. Fifth chapter consists of conclusion and recommendations. Ill
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Turizm, İşletme, ISO 9000, Kalite, Tourism, Oteller, Business Administration, ISO 9000, Oteller, Quality, Accomodations for travelers and tourists, Toplam kalite yönetimi, Hotels, Total quality management, Turizm sektörü, Tourism sector
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249