The drives for business success in this global, hyper -competitive business environment have been increasing rapidly. Most efforts in today's business have been focused on what will make companies to excel. In order to achieve excellence, companies must provide high quality products and improve their customers' satisfaction. This has led to overall acceptance of Total Quality Management (TQM) as a new market philosophy.
This report looks into the concept of TQM management, techniques, processes, procedures and challenges in today's business world. For the purpose of this paper, Starwood Hotels & Resorts Worldwide is used as the case study and deep critical analysis were made on the TQM of the hotel. Recommendations were offered at later stage of the paper which will enable the company to cope with various challenges faced with TQM.
BREIF HISTORY OF STARWOOD HOTELS & RESORTS WORLDWIDE
Starwood Hotel is one of the leading hotels in the world and was founded by Barry Sternlicht.
The company started as miniature investment firm and later became a real estate investment trust (REIT). Presently, the company is one of the top hotel companies in the world. The company hotel brands include Sheraton, St. Regis, Westin, Four Points, and the new W brand. Most of these hotels are owned by franchisees and are spread all over the world. The company acquired many hotels and companies, and also unloaded some of its properties to have more money in acquiring more properties. ITT Corporation is one of the significant companies acquired in 1998. This company was seven times its size and was considered as the world's largest lodging and gaming company (Gemkow, 2011).
Starwood is now judged as one of the leading hotels in the world with over 925 hotels in more than 95 countries. The company was incorporated in 1980 and...