Case study: analysis of the process of implementation of ISO 9001:2008 certification in a hotel in the city of Campos dos Goytacazes
DOI:
https://doi.org/10.19180/1809-2667.v18n116-09Keywords:
Quality management system, ISO 9001, 2008, HotelsAbstract
The ISO 9001:2008 certification is designed to ensure the quality of a product / service in order to optimize results. However, there may be some barriers. Thus, the aim of this study was to explore the standardization implementation period in a small hotel in order to establish the impacts of barriers. Methodological procedures included analysis of customer satisfaction surveys, application of questionnaires to consultants, and elaboration of benchmarking on consulting and successful hotel cases. Results show that lack of employee commitment to quality, and understanding by the management of standardization as a form of company organization may be considered as key challenges.Downloads
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Copyright (c) 2023 Adriano Serra Silverio, Letícia Ramalho dos Santos Alvarenga Ferrugem, Camila Mendonça Romero Sales, Tiago Gomes Barroso Carvalho, André Luis Policani Freitas
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