Krupskyy A. P., Maslova
V. M.
Dnipropetrovsk National University named after Oles
Honchar
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 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 [1].
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 [2].
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 "[3].
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:
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.