Implementing a quality management system in Hotel Comme Ci Comme Ca located in Ghana, West Africa.

摘要

The global marketplace has known significant changes, forcing hospitality companies to focus on customer needs in this competitive market. Hotel Comme Ci Comme Ca is a small hotel located in Ghana (West Africa), faced with competitive pressure and a loss of customers. The goal of this project is to demonstrate that a small service organization like the hotel in Ghana can implement an effective quality management system (QMS).;Research for the project has included a gap analysis of the current system of the hotel, and based on the research, a QMS has been implemented. The QMS adheres to ISO 9001:2008 standards. As part of the QMS, a quality manual and a supplier quality manual have been created to serve as guides for continuous quality improvement. The outcome of the project has been to banish the idea that small businesses in Africa are not able to sustain a successful quality level.