| The goal of this research was to understand why some small hospitality businesses thrive and others fail Research consisted of examining the practices of businesses, both small and large, that have won the Malcolm Baldrige National Quality Award (MBNQA). Based on these findings, it was determined that small hospitality businesses would benefit from a quality assurance program, especially a quality tool known as benchmarking. To that end, a benchmarking reference guide was created to assist the small hospitality business owner develop an overall plan for quality improvement and success. The benchmarking reference guide provides samples of questions small hospitality business owners should ask themselves about their business, explains how to develop worksheets for data collections, and explains how to establish metrics for analyzing the collected data. The resulting benchmarking reference guide is entitled, Benchmarking: A quality tool for ensuring small hospitality business success. |
