QUALITY MANAGEMENT STRATEGIES INSIDE CROATIAN HOTELIERSHIP BUSINESS WITH BALDRIGE METHOD APPLICATION

Today, business quality and quality management evolve to become the strategic components of modern companies. Business quality can not be partially evaluated; all organizational sequences must be systematically comprehended. Quality management is developed globally. With that purpose different methods of national awards in quality management are developed constantly. One of above mentioned awards is also the American national quality award (MBNQA); representing one of the service/product quality improvement systems with a strategic goal of achieving business excellence. This business quality research is focused on the sample of two hundred and fifty five Croatian hotel companies. Through its improvement even better results can be achieved. The conducted research presents the Baldrige method to be a quality contribution of product and service, buyer and consumer content, better market position and business profitability. The new, systematic approach demands interactive activities of management system components and their improvement. In order of response to those components the company must introduce and improve business quality inside hotel companies. Conducted research indicated and proved that MBNQA method can be successfully implemented. Its results can be an example and basis for every manager, not only in observed segments, and all in purpose of management improvement throughout different economies. [PUBLICATION ABSTRACT]