Business Excellence, Vol. 14 No. 1, 2020.
Preliminary communication
https://doi.org/10.22598/pi-be/2020.14.1.91
TQM AS A DRIVER OF HOTEL AND TOURISM INDUSTRY IMPROVEMENT IN BOSNIA AND HERZEGOVINA
Dalibor Musa
; VINMAR d.o.o., Široki Brijeg, Bosna i Hercegovina
Abstract
Although Bosnia and Herzegovina possesses a very diverse and largely
preserved natural and cultural tourism potential, its hotel industry, given these
possibilities, is not nearly developed. It is necessary to take up a new, modern and very
ambitious attitude towards this area, as tourism can contribute considerably to the
development of the economy of Bosnia and Herzegovina. Although it has positive trends
of major growth indicators over the last ten years, tourism has not fully exploited its
potential. The World Tourism Organization defined Bosnia and Herzegovina as one of
the three tourist destinations in the world with a total tourism market growth potential
of 10.5% (for the period up to 2020). Also, this high rate of growth reflects the very low
base value of the sector, as currently the tourism sector in Bosnia and Herzegovina
accounts for only 0.2% of total European tourism. One of the ways in which the tourism
and hotel sector, as its indispensable part, will improve and move faster, introduces the
quality system into all service activities of this sector and with a special focus on hotel
industry. The aim of this paper is to point out that the introduction and application of
TQM (Total Quality Management) can lead to further development and improvement of
quality in tourism and hotels in Bosnia and Herzegovina. Companies which introduce
TQM raise the quality of their products and services thus becoming more competitive
on the market. With this standard, enterprise is "forced" to hourly improvement of their
products and services, thus becoming more competitive on the market.
Keywords
TQM; product quality and hotel industry service; productivity; competitiveness.
Hrčak ID:
239250
URI
Publication date:
17.6.2020.
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