Total Quality Management (TQM) |
TQM is used by management to enhance efficiency, flexibility and competitiveness of a business as a whole. To attain implementation of TQM, management must be involved in the improvement of quality, organisation culture must change, quality strategy must be developed, staff must be trained, and quality costs determined. Introduced by Feigenbaum through his concepts of Total Quality Control (Feigenbaum, 1991). |
1952 |
ISO 9001:2015 |
This standard is based on a number of quality management principles including a strong customer focus, the motivation and engagement of top management, a process approach and continual improvement. It is founded on the same quality principles as ISO 9001:2008 but adds new requirements of risk-based approaches and knowledge management. Introduced by International Standards Organisation (ISO, 2015). |
1987 |
ISO 22483: 2020 |
This standard establishes quality requirements and recommendations for hotels regarding staff, service, events, entertainment activities, safety and security, maintenance, cleanliness, supply management and guest satisfaction (ISO, 2020). |
2020 |
Lean production |
Its main principle is to focus on time and effort, to identify and refine steps in an operation that the customer deems valuable, and to eliminate wasteful or unnecessary steps in a process. Originated in the Toyota Motor corporation (Heizer & Render, 2014). |
1991 |
Six Sigma |
This is a controlled, data-driven approach and methodology for eliminating defects in any process from manufacturing to transactions, and from product to service. Was first introduced at Motorola as a method to measure and improve high-volume production processes (Ramphal, 2017). |
1980's |
Benchmarking |
Organisations compare themselves with the best and constantly review their processes, practices and methods to guarantee the strength of their competitive position relative to their competitors. Xerox executives started talking of benchmarking as a quality improvement tool (Hemmington, Kim, & Wang, 2018). |
1980 |
Continuous Quality Improvement (CQI) |
This is a philosophy that focuses on improving processes to enable companies to give customers what they want the first time, every time, subject to improvement. It came into existence initially in manufacturing as an alternate improved approach to TQM in effort to improve products, services or processes (Farrington, Antony, & O’Gorman, 2018). |
1970s’ |
Business Excellence Models |
They provide guidelines for effective quality management and may be used as self-assessment models. TQM is the basis of BE because the fundamental philosophies are the same: participation of top management, stakeholder involvement, and holistic approach. The most distinguished BE models applied the world over are the Deming Prize, Malcolm Baldrige National Quality Award (MBNQA), European Foundation for Quality Management (EFQM), Australian Quality Award (AQA) and Canadian Quality Award (Kanji, 2012). |
1988 |
Business Excellence Models |
They provide guidelines for effective quality management and may be used as self-assessment models. TQM is the basis of BE because the fundamental philosophies are the same: participation of top management, stakeholder involvement, and holistic approach. The most distinguished BE models applied the world over are the Deming Prize, Malcolm Baldrige National Quality Award (MBNQA), European Foundation for Quality Management (EFQM), Australian Quality Award (AQA) and Canadian Quality Award (Kanji, 2012). |
1988 |
Statistical processes control (SPC) |
This uses statistical means to manage a process to confirm that it functions at its full potential to produce a product that meets requirements. Control charts, graphs, scatter diagrams, cause-and-effect diagram, pareto chart, histogram, and check sheets are seven tools in SPC. It was first laid out at Bell Laboratories by Walter A. Shewhart (Madanhire & Mbohwa, 2016). |
1920 |
Hazard analysis critical control point (HACCP) |
It is a science-based quality management system with the focal goal to stop contamination of food. HACCP is used to identify and evaluate chemical, microbiological and physical hazards. It was first developed by the U.S. National Aeronautics and Space Administration (NASA) (Ibrahim, 2020). |
1960 |
Assured safe catering (ASC) |
ASC is a system developed for and with caterers and food producers to control food safety problems based on principles of hazard analysis and critical control points (Somorin & Uko-Aviomoh, 2015). |
1980s |