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A Framework for Total Productivity Management (TPMan) in a Resort Environment

Author

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  • Ebert Rowan Otto

    (Department of Industrial Engineering, University of Stellenbosch, Stellenbosch 7600, South Africa)

  • Cornelius Stephanus Schutte

    (Department of Industrial Engineering, University of Stellenbosch, Stellenbosch 7600, South Africa)

  • Denzil Kennon

    (Department of Industrial Engineering, University of Stellenbosch, Stellenbosch 7600, South Africa)

Abstract

The service environment, particularly the tourism sector, has become increasingly relevant in providing sustainable jobs across the globe. The resort environment consists of any combination of guest experience offerings such as accommodation, restaurants, events, and activities that operate mostly within one geographical environment. Furthermore, through an extensive literature review, it is found that the resort environment lacks practical quality improvement tools to enable continuous improvement (CI) within this remarkably complex and competitive space. This article aims to introduce a novel CI framework aimed at the resort environment to ensure a progressive competitive edge. This article illustrates a framework that builds a Total Productivity Management (TPMan) tool on these three dimensions as a foundation with an adapted quality methodology, which has been tried and tested within the manufacturing environment, providing eight pillars as CI components. The article illustrates the results by means of a case study where TPMan was applied over a period of 8 years within a local high-end resort in South Africa. The article concludes that TPMan is relevant to the resort environment as a practical CI tool.

Suggested Citation

  • Ebert Rowan Otto & Cornelius Stephanus Schutte & Denzil Kennon, 2024. "A Framework for Total Productivity Management (TPMan) in a Resort Environment," Tourism and Hospitality, MDPI, vol. 5(3), pages 1-26, September.
    • Handle: RePEc:gam:jtourh:v:5:y:2024:i:3:p:49-873:d:1475130
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    References listed on IDEAS

    as
    1. Wieslaw Urban, 2013. "Perceived quality versus quality of processes: a meta concept of service quality measurement," The Service Industries Journal, Taylor & Francis Journals, vol. 33(2), pages 200-217, February.
    2. Baum, Tom, 2015. "Human resources in tourism: Still waiting for change? – A 2015 reprise," Tourism Management, Elsevier, vol. 50(C), pages 204-212.
    3. Chulmo Koo & Zheng Xiang & Ulrike Gretzel & Marianna Sigala, 2021. "Artificial intelligence (AI) and robotics in travel, hospitality and leisure," Electronic Markets, Springer;IIM University of St. Gallen, vol. 31(3), pages 473-476, September.
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