Investing in people; a perspective from Northern Ireland tourism

Article Abstract:

The 1994 ceasefire in Northern Ireland created a tourism boom in the province. However, people soon realized that service levels had deteriorated to unacceptable levels after years of dormancy. To address this problem, the Tourism and Hospitality Training Council and the Northern Ireland Quality Center established a total quality management program which focuses on issues such as strategy, management technique, customer awareness and employee empowerment.

Hotels & Motels, Hotels (except Casino Hotels) and Motels, Hotels and motels, Management, Northern Ireland, Total quality management

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Measuring service quality: a systems approach

Article Abstract:

A systems approach was applied to performance evaluations of service companies by designating specific areas in the operations as input, process and output. The systems approach allows an evaluation of each aspect's quality. For example, equipment is considered a part of and should be maintained at optimum working condition.

Performance, Analysis, Usage, Systems analysis, Services industry, Service industries

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