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Group 6 chapters 1,2,3 with survey questionnaire
BS Accounting Tech (BSAT111)
Occidental Mindoro State College
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WORFORCE DIVERSITY AND TOTAL QUALITY
MANAGEMENT OF HOTEL INDUSTRY IN SAN JOSE,
OCCIDENTAL MINDORO
CHAPTER
BACKGROUND OF THE STUDY
Introduction
Workforce diversity has become an important issue in today’s organizations, as they are becoming increasingly diverse with respect to their workforce. Diversity exists in an organization when its members differ from one another along one or more important dimensions (Thomas and Ely, 2001). If everyone in the organization is exactly like everyone else, no diversity exists. But everyone is different along every imaginable dimension, total diversity exists. In reality, of course, these extremes are more hypothetical than real; most settings are characterized by level of diversity somewhere between. Thus, diversity is not an absolute phenomenon wherein an organization is or is not diverse. Instead, diversity should be conceptualized as a continuum. Therefore, diversity should be thought of in terms of degree or level of diversity along relevant dimensions (Dora and Keith, 1998).
As human beings we tend to stereotype women, black people, and white people, those with rank, those with different sexual orientations, with disabilities or anyone who we perceive to be part of the so-called “out” groups (Gallego-Álvarez, García-Sánchez, & RodríguezDomínguez, 2010). This way of thinking still influences how appointments and promotions in organizations are made, how leaders interact with subordinates, how various cultures interact in the workplace and their contributions to the overall organization.
Workforce diversity acknowledges the reality that people differ in many ways, visible or invisible, mainly age, gender, marital status, social status, disability, sexual orientation, religion,
Total Quality Management (TQM) is based on that all organization staff should collaborate with each other for the purposes of producing high quality products and services in order to meet customers' demands. One strategy that could be implemented in order to minimize errors is by controlling processes of manufacturing. Total Quality management consists of several quality instruments and technique, in addition to various values and beliefs that all staff within the same organization shares (Gharakhani et al., 2013).
Total Quality Management (TQM) can be defined as a strategy that aims to generate and transfer more efficient and superior services, through achieving cooperation between organizational members. It is a management approach for an organization, centered on quality, based on the participation of all its members and aiming at long-term success through customer satisfaction, and benefits to all members of the organization and to society (Lakhal et al., 2006).
In this context, the attention to total quality management of hotel industry from the workforce diversity perspective is consider as one of the most important factors deciding the achievement of hotel industry on its total quality management. Therefore, the measurement of workforce diversity and the evaluation of its impact on total quality management of hotel industry have been a great concerned topic for academics and practitioners in many service industries including tourism and hotel industries.
However, the measurement of workforce diversity and total quality management in hotel industry will be limited. To fill this gap, the researcher conducted quantitative investigation on the management of Hotel Industry in San Jose, Occidental Mindoro.
Statement of the Problem
This study aims to determine the Workforce Diversity and Total Quality Management of Hotel Industry in San Jose, Occidental Mindoro.
Specifically, it sought answers to the following questions:
- Qualifications for workforce diversity in terms of; I. Core dimensions: a b. Ethnicity and culture c d. Race e f orientation; and g. Capabilities II. Secondary dimensions: a b. Status c; and d. Income levels
- Extent of total quality management in terms of; I. No. of customer service; and II. Service quality;
- Is there a significant relationship between the Workforce Diversity and Total Quality Management of Hotel Industry in San Jose, Occidental Mindoro?
This study would extend current knowledge on workforce diversity and its effects on total quality management of organization in general. By investigating how Hotel Industry embrace workforce diversity, the study would provide practical approach to the management of some Hotel Industry in San Jose, Occidental Mindoro. It is expected to reveal how the organization accept the workforce diversity when it comes to various aspects (such as age, gender, ethnicity etc.) for the total quality management of the organization.
The findings of the study would be shared with the organization’s management with the hope that it would enable them comprehend the benefits or detriments of workforce diversity. Understanding that diversifying workers from different backgrounds create opportunities for greater innovation and more creative methods to achieved total quality management of Hotel Industry in terms of no. of customers services and service quality, enhances further diversification which is the key to assuring that the organization would be able to fully benefit from bringing underrepresented groups into the organization.
Scope and Limitations
This study was conducted at the Hotel Industry of San Jose, Occidental Mindoro. The study has a total of 30 respondents sought to answer survey questionnaire provided by the researcher. It includes senior and middle level management, supervisory management and general staff of Hotel Industry in San Jose, Occidental Mindoro. Since they are often supervises largest or most important group or groups in a company, ensuring clarity around priorities and goals for the entire functional area and responsible for approving hiring and firing workers.
Diversifying workers are excluded in the category of the respondents since they are the focus of this study and the basis for the total quality management of Hotel Industry in San Jose, Occidental Mindoro.
The study was only conducted in Hotel Industry at San Jose, Occidental Mindoro. This may not have been a reflection of the entire strategy implemented by the organization in all its offices. This was however compensated by selecting an appropriate representative sample of the staff at the office of Hotel Industry in San Jose, Occidental Mindoro.
It was expected that some staff would be uncomfortable revealing the credibility information with regards to the workforce diversity, with the feeling that it would be used against them. The researcher however consented the respondent, before administering any questionnaire, which assured them that their information would be kept confidential and no individual names would be taken. The researcher however tried to reschedule interviews to those days that they would not be available.
Conceptual Framework
Operational Definition of Terms
Dependent Variable Total Quality Management No. of customer service Service Quality
Independent Variable Workforce Diversity Core Dimensions Secondary Dimensions
Customer Service – is the act of taking care of the customer’s needs by providing and delivering professional, helpful, high quality service and assistance before, during, and after.
CHAPTER II
REVIEW OF RELATED LITERATURE AND STUDIES
Workforce Diversity
(Saji, 2004) broadly, defined diversity management as the systematic and planned commitment by the organizations to recruits, retain, reward and promote a heterogeneous mix of employees. Theories and techniques of diversity management have been developed and enthusiastically supported by a growing number of chief executives, training specialists, diversity consultants and academics. (Carrel et al., 2000) stated that diversity can improve organizational effectiveness. Organizations that develop experience in and reputations for managing diversity will likely attract the best personnel.
According to (Wentling and PalmaRivas, 2000) diversity refers to the co-existence of employees from various socio-cultural backgrounds within the company. Diversity includes cultural factors such as race, gender, age, color, physical ability, ethnicity, etc. The broader definition of diversity may include age, national origin, religion, disability, sexual orientation, values, ethnic culture, education, language, lifestyle, beliefs, physical appearance and economic status.
According to (Allen et al., 2004) diversity in the workforce can be a competitive advantage because different viewpoints can facilitate unique and creative approaches to problem- solving, thereby increasing creativity and innovation, which in turn leads to better organizational performance. Businesses must have a more diverse workforce in order to be more effectively understood and meet the needs of a rapidly growing base of minority consumers. (Hartel, 2004) stated that individuals and groups need to overcome stereotypes or prejudices and recognize that
Secondary Dimensions
According to (Das, and Wagar, 2007) and (Mor Barak, 2000) secondary dimensions, on the other hand, are usually noticeable after several encounters with the subjects. These may include income, religion, education, geographical location status, language and etc. (Dike, 2013) and (Stewart, G. L., & Barrick, M. R. 2000 ) stated that secondary dimensions share certain characteristics. Bradby, H. and Brand, T. (2015) explain secondary dimensions are those that can be changed, and include, but are not limited to: educational background, geographic location, income, marital status, military experience, parental status, religious beliefs, and work experiences.
Hotel Industry
According to (A. Sheela), the author of the book “Economics of Hotel Management”, hotel is the place where the tourist stops being the traveler and become a guest. Hotel usually offer a full range of accommodations and services, which may includes suites, public dinning, banquet facilities, lounges and entertainment facilities. It is considered as an industry whose main aim is also to make profits for the hoteliers, though this may change at times.
Rumekso (2002:2) states that hotel is a building which hires the rooms with the facilities such as food and beverage which is run well to get the benefits. Sulastiyono (2007:3) says that hotel is an accommodation that gives the facilities like rooms, food and beverage and other supporting facilities such as sport area, and laundry.
Negi, Jag Mohan (1984)14 has tried to analyze different aspects of hotel industry, including hotel ownership, hotel franchise and investment in hotels. He raises a number of problems and difficulties, owing to inadequacies of statistical information. He has laid more
emphasis upon construction of budget hotels for facilitating the flow of low and middle income groups of domestic tourists. He predicts that the future of hotel industry depends upon the proper planning by the Government for providing monetary and fiscal incentives so that it will attract many young hotel entrepreneurs to enter and invest in hotel business more and more in the future, ensuring a steady growth and development of the hotel industry in the country.
. According to (G/Egziabher, 2015) the hotel industry has recently become a fast growing industry. The sector incorporates a number of services like accommodation, restaurants, cafes, conference halls and gyms. Records validate that the growth of the hotel sector is directly associated with touring.
Total Quality Management
(Dale, 2003) stated that TQM is the art of managing the whole to achieve the excellence. According to the recently published study reviews of (Bou-Llusar et al., 2009) the variety of definitions of TQM available in the literature and (Oakland, 2000) concludes that it is a management approach which prescribes guidelines for organizations to operate and achieve high performance. According to (Eriksson and Garvare, 2005) the literature suggests that organizational excellence is a key stage on the TQM journey. (McAdam, 2000) explained that it is often applied to TQM enabling actions as an effectiveness measure
Customer Service
According to (Dean & Terziovski, 2000) customer service has strategic performance and requires companies to continually enhance customer experience and satisfaction, to deliver quality in a competitive market place. (Kotler, 2000) stated that customer service also refers to the processes and actions making it easier for customers to do business with a company.
CHAPTER III
RESEARCH METHODOLOGY
Research Design
Research design is a plan, structure and strategy of investigation so conceived as to obtain answers to research questions or problems (Kerlinger (1986). The study adopted descriptive research design. This design was chosen to help describe the relationship of workforce diversity on total quality management points out that descriptive study portrays an accurate profile of persons, events or situation. The descriptive design helped to obtain information concerning the current state at Hotel Industry “what existed” with respect to different conditions or variables. Furthermore, the descriptive nature of the research provided detailed information about the research problem. This provided a general overview giving valuable pointers as to what variables were worth testing quantitatively. The independent variables that guided the research design were core dimensions and secondary dimensions on workforce diversity. The study determined the workforce diversity and total quality management of Hotel Industry in San Jose, Occidental Mindoro.
Locale of the Study
Respondents of the Study
Respondents refers to the entire group of people, events, or things that the researcher wishes to investigate (Sekaran, 2003). The target respondents for this research were employees/staff from all departments. The respondents at Hotel Industry in San Jose, Occidental Mindoro were made up of 6 senior and middle level management staff making up 20% of the staff, 8 supervisory management staff which is 27% of the staff and 16 general staff about 53% of all the staff.
Research Instrument
QUESTIONNAIRE Dear Respondents,
Mindoro State College currently working on a research entitled, The undersigned is a student of Master in Public Administration (MPA)“Workforce Diversity and from Occidental Total Quality Management of San Jose, Occidental Mindoro”. Kindly supply the information requested below. Rest assure that your answers will be handled with confidentially and will solely be used for the study. Part I. Demographic Profile Instruction: Please fill-out or put a check (/) in the appropriate items on the space provided. Sex: __Male Female Age: Civil Status: ____Single ____MarriedReligion: ____Catholic ____Iglesia Ni Cristo ____ Others
Part II. Performance Instruction: experiences using the following scale choose one and encircle the answer that corresponds to your honest answer and
(1) Strongly Disagree (2) Disagree (3) Agree (4) Strongly Agree Employees Satisfaction Strongly Disagree Disagree Agree Strongly Agree I am interested in my job. 1 2 3 4 I can make good use of my strengths and abilities at work. 1 2 3 4 My job provides me a sense of 1 2 3 4
This study produced a quantitative data. Once the questionnaires were received, they were coded and edited for completeness and consistency. Quantitative data was analyzed by employing descriptive statistics and inferential analysis using statistical package. This technique gives simple summaries about the sample data and presents quantitative descriptions in a manageable form, Gupta (2004). Together with simple graphics analysis, descriptive statistics form the basis of virtually every quantitative analysis to data, Kothari (2004). The data was presented using frequency distribution tables, bar charts or pie charts for easier understanding.
REFERENCES
Trochim, W. K. (2007). Research method tutorials socialresearchmethods/tutorial/tutorial.html Vagner, K. W. (2007). Introduction to research methods psychology.about/od/researchmethods/ss/expdesintro.html IOSR Journal of Business and Management (IOSR-JBM) (Apr. 2014), e-ISSN: 2278-487X, p-ISSN: 2319-7668. Volume 16, Issue 4. Ver. III PP 102- iosrjournals (2016), Electronic Journal of Business and Management Vol. 1, No. 1, pp- Journal of Quality Assurance in Hospitality & Tourism, 14:218–244, 2013 Copyright © Taylor & Francis Group, LLC ISSN: 1528-008X print/1528- online DOI: 10.1080/1528008X. Carrell, M. R., & Mann, E. E. (1993). Defining Workforce Diversity Programs and Practices in Organizations. Labor Law Journal, 44(12), 755–764. Retrieved from search.ebscohost/login.aspx? direct=true&db=bth&AN=5809820&site=ehostlive
Dike, P. (2013). The impact of workplace diversity on organizations. Retrieved from theseus/bitstream/handle/10024/63581/Thesisxx.pdf? sequence= Martín, A. F., Miguel, R. F., Pedro, G., & Sánchez, G. (2013). Workforce diversity in strategic human resource management models. Cross Cultural Management: An International Journal, 20(1), 39–49. doi/10.1108/ researchgate/publication/ electicteacher/diversity/definition.htm coursehero/file/p4o0v9o/DIMENSIONS-OF-WORKFORCE- DIVERSITY-Their-are-two-main-dimensions-of-workforce/ study/academic/lesson/what-is-customer-sevice-definition-type s-role- in-marketing core.ac/download/pdf/38093915.pdf salesforce/products/service-cloud/what-is-customer-service/ study/academy/lesson/service-quality-definition-dimensions.html samples.jbpub/9780763766214/66214_CH02_5263.pdf investopedia/terms/t/total-quality-management-tqm.asp scribd/document/170854683/Literature-Review-Customer- Service shodhganga.inflibnet.ac/bitstream/10603/75264/8/08_chapter%201.pdf
Group 6 chapters 1,2,3 with survey questionnaire
Course: BS Accounting Tech (BSAT111)
University: Occidental Mindoro State College
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