Analysis of total quality management implementation and its impact on employee performance in hotel operation: a case study at the Ritz-Carlton, Jakarta
The purpose of this research is to analyze how the concept of TQM is generally implemented at The Ritz Carlton, Jakarta, and to find out which components have the strongest impact to employee performance so that it can be improved. This thesis writing used inductive explanatory. It begins with an observation, then a thorough analysis and is concluded with explanation between variables. Although applying TQM concept in general, The Ritz Carlton, Jakarta has its own TQM to suit its operation. From the survey conducted, TQM concept at The Ritz Carlton, Jakarta has been strongly implemented.
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