This study addresses three main issues and provides the hospitality industry with information about improving the quality of service delivered to its customers. The main issue was to identify the implementation process of Total Quality Management. Secondary issues introduced the Malcolm Baldrige National Quality Award and how the application of TQM enabled The Ritz-Carlton Hotel Company to achieve the Malcolm Baldrige National Quality Award in 1992. To address these topics, three approaches were undertaken. Extensive library research, interviews of knowledgeable experts and representatives of each area, review of secondary data, and participation in The Ritz-Carlton New Employee Orientation and 21 Day Review, at The Ritz-Carlton Hotel in Washington, D.C. Results indicate that an increasing number os U.S. firms are experiencing the benefits from adopting a total quality management program. Results also indicate that American indistries are beginning to realize the impact and influence that the Malcolm Baldrige has had upon American businesses.
Library of Congress Subject Headings
Total quality management--United States; Malcolm Baldridge National Quality Award; Hospitality industry--United States--Management; Service industries--United States--Management
Department, Program, or Center
School of Food, Hotel and Tourism Management (CAST)
DeFazio, Mary Beth, "Total quality management and the Malcolm Baldrige National Quality Award" (1993). Thesis. Rochester Institute of Technology. Accessed from
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