les cahiers du mecas
Volume 20, Numéro 1, Pages 110-119
2024-06-04
The Implementation Of A Quality Management System In A Service Company, Case Study Of Ibis Hotel Tlemcen
Authors : Derrar Arslan . Tchouar Abdelkrim . Ghomari Souhila .
Abstract
The aim of this study is to investigate the feasibility of implementing a quality management system within a service company. To address this issue, we conducted a descriptive study within the Ibis Tlemcen Hotel. In this study, we analyze the various stages and key processes that the hotel had to follow and improve in order to obtain ISO 9001:2015 certification. This study has resulted in the following findings: Determining the needs and expectations of customers and stakeholders, assimilating the principles of quality management well, assimilating ISO 9001 requirements in order to succeed in a quality approach aimed at maintaining and/or improving the established quality system. At the end of this study, we can say that quality in itself is not just a certification but rather a mindset that must be respected and applied by everyone, from management to the last employee.
Keywords
Quality ; QMS ; ISO Certificate ; Service Industry ; Quality ; QMS ; ISO Certificate ; Service Industry ; Ibis Tlemcen
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