EMPLOYEE CARE PROGRAMME AS A PRINCIPLE OF QUALITY MANAGEMENT - CASE STUDY OF INTERNATIONAL HOTEL CHAIN INTERCONTINENTAL HOTELS GROUP

Ana Jovičić; Marko D. Petrović; Dunja Vujučić

doi:10.5937/

Authors

Ana Jovičić Faculty of Sciences, University of Novi Sad, Serbia Author
Marko D. Petrović Faculty of Sciences, University of Novi Sad, Serbia Author
Dunja Vujučić Faculty of Tehnical Sciences, University of Novi Sad, Srbija Author

DOI:

https://doi.org/10.5937/

Keywords:

quality management, personnel care programme, InterContinental Hotels Group

Abstract

The main aim of paper is to anticipate this concept, on the basis of all the theoretical achievements and business analysis, in order to emphasize importance of quality concept as a premise in satisfying customers’ needs. According to modern business concepts, quality has become a real tool for business goals achievement. Quality management system is built on eight basic principles. Quality, as a concept, is becoming a major competitive parameter on international market and is set as number one priority and responsibility for the employees in each company worldwide. Subject of this research is concept of employees care programme in a hotel chain InterContinental Hotels Group and its impact on global success of the company.

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