Conditioned by fierce competition and increasing consumer demands quality has
become the fundamental factor for market survival, profitability, competitiveness and
the country’s total economic development: especially for specific areas of activity and
types of companies as in tourism, leisure and hospitality.
Quality today, is not manufactured, but used as a management tool. Quality today is
strategy.
An ever increasing number of manufacturers and firms offering services are entering the
business battle for quality to win the ISO-9000 certification. The preserving winner is
rewarded with a secure and firm position on the market. Quality is an advantage and necessity of market competitiveness.
Total Quality Management (TQM) is a system which guarantees a stipulated quality. Quality is, therefore, the result of a defined TQM system for specific activities, for the