Quality management as a foundation contemporary ensuring the competitiveness of tourism enterprises
According to modern ideas in ensuring the quality of the final product, quality management actually acts through-aspect of business management, along with cost, time and more. Understanding money is in the subjective evaluations of each stakeholder.
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Dnipropetrovsk National University named after Oles Honchar
QUALITY MANAGEMENT AS A FOUNDATION CONTEMPORARY ENSURING THE COMPETITIVENESS OF TOURISM ENTERPRISES
Krupskyy A. P.,
Maslova V. M.
According to modern ideas in ensuring the quality of the final product, quality management actually acts through-aspect of business management, along with cost, time and more. Understanding money is in the subjective evaluations of each stakeholder and tends to constant change. Thus, the quality - is dynamic response which reflects the degree of satisfaction of specific customer in a particular company on a certain market.
As is standard of ISO 9000, quality - is the extent to which their own set of characteristics of a product, process or system meets the requirements defined or commonly understood expectations or required .
The tour enterprise quality - is an integral part of the process of creating a tourist product which accommodate the aspirations and needs of tourists. Quality is not just a set of features that characterize the tourism product and distinguish it from others, and the ability of the product to meet the expectations of tourists and calm their specific needs. Skillful quality control ensures that the proposed product will find buyers and satisfy their needs.
Definition of quality in terms of management must take into account, in addition to special customer requirements, difficult to measure consumers feeling that impact the decision to purchase a particular product tsp services. So, is measure the quality of performance of real customer requirements, which turns the act of purchase.
International experience has formed not only the general features of the existing quality management systems, but the principles and methods that can be used in any of them. Distinguishes three types of quality management systems with the conceptual distinction:
- Systems that meet the standards of ISO 9000;
- Total Quality Management;
- Systems that meet the criteria of national and international awards, certificates of quality.
The current perception of quality is considered one of the most important factors related to the competitiveness of the tourism business. For example, hotel product on Gilbert D. and J. Yoshi distinguish five such variables as:
- The volume of proposals - is that the broader scope of goods and services, the hotel company more competitive;
- Price - is what more favorable economic conditions for the purchase of goods and services, the company more competitive;
- The availability of the product - is what more known manufacturer of products (services) and accessible his offer, the more competitive hotel enterprise;
- Unique products - is that most consumers are confused goods and services from competitors' products, it is best to maintain the image;
- Quality - is more competitive, those whose services meet the expectations of consumers and ensure their needs .
Management of quality in tourism enterprises should be conducted systematically, enterprises - is subjects of the tourism industry has to operate a quality management system of tourist services. This system is an organizational structure with clear responsibilities, procedures, processes and resources needed to manage quality tourism product.
Another important element of quality management in the tourism enterprise is such a thing as professional culture. This professional culture is a fundamental service skill, which is one of the main features of quality. Alexsander Krupskyy noted: "The professional culture includes fundamental methodological, theoretical and practical trainings, the specialty background, formation of personal, business and economic education, conceptualized individual creative activity. The leaders of tourism enterprises in the formation of professional culture obtain the ability to dub in (verbalize) the tourism product, to show imagination, original way of thinking and focus on the client, to use different forms of persuasions, to find out the needs and material possibilities of the client to solve cognitive conflicts ".
With the implementation the quality management system, every travel company should define the goals and policies of quality, to set appropriate tasks to ensure stable, long-term nature. Achieving common goals of improving the quality should take into account all the elements of the transaction process and integrated customer service, quality of the entire workforce.
In modern conditions developed market preferred method of non-price competition, which is to distinguish their goods or services from the competition, giving it unique to the buyer properties, increase service levels, development of progressive forms of marketing, improve the structure and function of the parties of the company, the specific demand of buyers up to individual requests. Therefore, quality improvement at all levels of tourist services is one of the most important issues to ensure competitiveness.
The list of references
money business modern
1. ISO 9000:2007 Quality management systems - Requirements [Електрoнний ресурс]. - Режим доступу : www.iso.org/iso/catalogue_detail?csnumber=46486.
2. Астахов А. Система управління якістю - інструмент удосконалення загальної системи управління організацією (підприємством) / А. Астахов, Л. Хриплива // Стандартизація, сертифікація, якість. - 2011. - № 4. - С. 60-64.
3. Крупский А. П. Формирование профессиональной культуры руководителей туристических предприятий: гендерный подход // Гендерные исследования в гуманитарных науках : сб. ст. по матер. III междунар. науч.-практ. конф. № 3. - Новосибирск : СибАК, 2015.
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