ABSTRACT
Total Quality Management (TQM) has become the main business strategy in modern management and has been implemented abroad throughout the world as it is an integrative management philosophy which highlights the need to improve the processes, products and services to achieve customer expectations. Extensive literature have been addressed, nevertheless, they do not seem to agree on a universal framework for the implementation of TQM philosophy in hotel settings. This paper emphasizes the importance level of inter-dependency among the TQM which has rarely been explored in the previous studies. A novel hybrid Multi-Criteria Decision Making (MCDM) model will be used to address the dependence relationships of TQM by employing Grey Relational Analysis, Analytical Network Process (ANP) as well as Decision-Making Trial and Evaluation Laboratory (DEMATEL). The expected findings of this study is to determine TQM best practices which will assist Malaysia hotels in identifying the key factors that need to be thoroughly considered and managed for achieving excellent performance and competitive advantage.
