BUSINESS INFORM №9-2014

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Section: Economics of Trade and Services
UDC 640.2:338.486.2
Okhota V. I.
Formation of the Quality Management System in the Tourism Industry Enterprise (p. 195 - 199)
This article provides a definition of the quality management system and particularly its formation in the enterprises of the hotel and tourism business. The main requirements to the quality system in the tourism business are highlighted, with regard to regulation by legislative acts, national and international standards, with definition of the consumer's rights for the obtainment of the high-quality services, guarantees and liability of deliverer of these services. The principles of quality management in the enterprises of the hotel and restaurant industry were formulated, strategic goals and objectives of the companies with the policy, focused on setting high standards of the tourist services, were defined. The basic system requirements to the quality system and the relationship between its main elements (particularly, the responsibility of the management, the company's policy in the field of quality, the documentation), resources and technological processes were examined. The necessity of the actuating, development and implementation of the quality policy of the organization and its propaganda at all organizational levels by informing the staff of the importance of quality service ideas as the main source of the company's well-being are grounded.
Keywords: quality, quality system, quality management system, hotel and tourism business, quality policy, management responsibility, quality management system documentation, resources, processes
Fig.: 1. Bibl.: 10.

Okhota Vitaliy I. – Candidate of Sciences (Economics), Associate Professor, Associate Professor, Department of International Business and Tourism, Ternopil National Economic University (11 Lvіvska Str., Ternopil, 46020, Ukraine)
Email: [email protected]

Article is written in Ukrainian
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Reference to this article:
Okhota, Vitaliy I. (2014) “Formation of the Quality Management System in the Tourism Industry Enterprise.” Business Inform 9:195–199.

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