Course: TOTALQM - OHIM01
Task: Week 4 Assessment
Submitted to: Ms. Michelle Pino
Submitted by:
AWAYAN, Nica Mary Joy
FERNANDEZ, Dianna Nicole
ONG, Einna Marie Patricia
About Marriott International
Marriott International is one of the prime hoteliers in the world. The company operates or franchises some 7,300 hotel, residential, and timeshare properties worldwide. Its hotel portfolio, 1.4 million guest rooms, include the premium Delta Hotels and Renaissance Hotels brands and its flagship Marriott Hotels & Resorts as well as the Ritz-Carlton, W Hotels, The Luxury Collection, and JW Marriott luxury brands.
Total Quality Management has played a vast and vital role in the success of Marriott International. In fact, the company's vision and core values are grounded on efforts focused on improving quality and performance to meet or exceed their customers' needs like striving for continuous improvement, taking good care of their customers, making use of a skilled and diverse workforce, and offering one of the best lodging services. Through implementing this quality management approach, Marriott International is able to maintain its success and continues to offer one of the most powerful portfolios in the industry.
The topic of total quality management presents itself as an important aspect in achieving and maintaining the success of a business or company, especially in the tourism industry.
Your goal is to convince and prove to your classmates that your chosen recognition/award is a result of the strategies and organizational activities Marriott International uses in implementing TQM.
The intent of this WebQuest is to help students understand the impact and importance of total quality management with regard to Marriott International's success.
Marriott International's Strategies:
Service Strategy
Marketing Strategy
Visit their official website to learn more about them: https://www.marriott.com/marriott/aboutmarriott.mi
You may use the following sites to expand your knowledge on TQM:
What is Total Quality Management, https://asq.org/quality-resources/total-quality-management
Total Quality Management, https://searchcio.techtarget.com/definition/Total-Quality-Management
You may use and interpret the table and additional information provided below as your reference.
Key Elements of TQM | Marriott International's Core Values | TQM of Marriott Hotels | Implementation of TQM |
Management Commitment | Pursuing Excellence | A committed and involved management | "Our dedication to the customer shows in everything we do." |
Employee Empowerment | Putting People First | Utilization of the entire workforce | "Take care of associates, and they will take care of the customers." |
Fact-based Decision Making | Acting with Integrity | "How we do business is as important as the business we do." | |
Continuous Improvement | Embracing Change | Continuous Improvement | "Innovation has always been part of Marriott's story." |
Customer Focus | Serving Our World, Putting People First | Unwavering Focus on the Customer,
Treating Suppliers as |
"Marriott strives to be a force for good." |
How Marriott International's Core Values implemented for TQM
1. Pursuing Excellence
2. Putting people first
3. Acting with Integrity
4. Embracing Change
5. Serving our World
You may use this site to look through the list of recognitions/awards Marriott International has received: https://news.marriott.com/awards-recognition
|
Excellent (4) | Good (3) | Adequate (2) | Weak (1) |
RESPONSE TO ASSIGNMENT: Oral presentations are expected to completely address the topic and requirements outlined in the assignment and are appropriate for the intended audience. |
The presentation responds to the assignment and addresses the topic and all requirements at an appropriate technical level for the intended audience. | The presentation responds to the assignment and addresses the topic but has minor weaknesses concerning some of the requirements and/or appropriate technical levels. | The presentation responds to the assignment and addresses the topic but has significant weaknesses concerning some of the requirements and/or appropriate technical level. | The presentation does not respond to many of the assignment's requirements and/or is poorly tailored for the intended audience. |
ANALYSIS AND DISCUSSION: Oral presentations are expected to provide an appropriate level of analysis, discussion, and evaluation as required by the assignment |
The presented material is completely analyzed and evaluated, providing support for main points with reasons, discussion of alternatives, explanations, and examples as appropriate. | The presented material is analyzed and evaluated, and appropriate reasons, discussion of alternatives, explanations, and examples are given for most of the main points. |
The presented material is analyzed and evaluated at a reasonable level but is not used effectively to support many of the main points. |
The depth of analysis and evaluation of the presented material is insufficient, and discussion contains unnecessary or trivial material. |
ORGANIZATION: Oral presentations are expected to be well-organized in overall structure, beginning with a clear statement of the problem and ending with a clear conclusion |
The presentation is well-structured; its organization contributes to its purpose. The problem is clearly stated, and technical content is well ordered for clarity. | The presentation is generally well-structured, with only a few flaws in the overall organization. | The presentation has a defined structure, but the organization is not optimal for supporting the presentation’s content. |
The presentation is poorly structured; organizational flaws undermine its effectiveness and clarity. |
STYLE/FORM AND FORMAT Presentations are expected to be stylistically effective – that is, to consist of visual aids with well-chosen words and graphics that complement the speaker and consistent with the presentation's time limit. |
The visual aids (e.g., PowerPoint slides) are informative, well designed, easy to read, and complement the speaker’s content. In addition, the number of slides is consistent with the time limit of the presentation. | The visual aids are informative and generally supportive of the presentation but could be improved to more effectively complement the speaker’s content. | The visual aids are generally supportive of the presentation, but some are difficult to read, too busy, and/or not necessary for the intent of the talk. | Visual aids are not designed to convey the information intended by the speaker effectively. |
SPEAKING SKILLS
Presenters are expected to use an effective speaking style that exhibits enthusiasm, generates interest in the audience, and communicates the intended information. |
Speaker is well prepared, establishes effective eye contact with the audience, speaks clearly and audibly, stays on topic, and finishes the presentation on time. | Speaker is prepared and familiar with the content of the visual aids but may occasionally stray from a topic and/or have other deficiencies in speaking style. | Speaker is reasonably prepared but tends to look at visual aids for prompting and cannot communicate all of the intended contents. |
Speaker is not prepared and has to read from visual aids or cue cards, does not use voice or body language effectively to engage the audience in the topic. |
CONCLUSIONS
Presentations are expected to draw appropriate conclusions and recommendations based on their content. |
Key points are clearly re-stated at the end of the talk so that the audience clearly understands the purpose of the technical work. | The presentation has a conclusion, but some of the key points are not highlighted effectively. | The presentation has a brief conclusion but is not substantial in content. | The presentation seems to end abruptly without any summation for the audience. |
http://www.csun.edu/~bavarian/Courses/MSE%20227/Rubrics/Oral_Presentation.pdf
After all your research and presentation, you are now able to understand and identify the effectiveness of TQM on the success of a company or business, specifically Marriott International.
Congratulations on a job well done!
Marriott International, Inc.(n.d.).Retrieved from: https://www.vault.com/company-profiles/travel-leisure/marriott-internat…
IvyPanda. (2019, August 20). Marriott Hotel International Total Quality Management. Retrieved from https://ivypanda.com/essays/total-quality-management-report/
Marriott International, Inc. (n.d.). Retrieved from https://www.marriott.com/culture-and-values/core-values.mi
Mazhar, M. (2015, August 25). Marriott International Slides. Retrieved from https://www.slideshare.net/muhammadsaad545/marriot-international-slides
Recognition. (n.d.). Retrieved from https://news.marriott.com/awards-recognition#2017
Social Tables. (n.d.). Why Marriott's Marketing Strategy Is Above the Rest. Retrieved from https://www.socialtables.com/blog/hotel-sales/marriotts-marketing/
WowEssays. (2020, February, 24) Good Essay About Service Strategy and Quality of Marriott Hotels. Retrieved from https://www.wowessays.com/free-samples/good-essay-about-service-strateg…
Course: TOTALQM - OHIM01
Task: Week 4 Assessment
Submitted to: Ms. Michelle Pino
Submitted by:
AWAYAN, Nica Mary Joy
FERNANDEZ, Dianna Nicole
ONG, Einna Marie Patricia