This model is useful for a hospitality management industry operation, provided that it is continually monitored and developed and ongoing assessment takes place. It is able to generate sustained involvement in incremental innovation and works effectively across internal and external divisions. Many managers I spoke to had never heard of it before but agreed that continuous improvement is necessary in a business. Total Quality Management (TQM), strives for excellence in performance and the development of a sustained strategic competitive advantage (Goetsch and Davis, 2012), and it is commonly assumed to be an integrative philosophy of management which focuses on the continuous improvement in the quality of processes, products and services.