The implementation of a quality management system based on the Q tourist quality standard. The case of hotel sector

The Q Tourist Quality Standard is proving to be highly successful not only in Spain but also in several other countries across the European Union. The Q Certificate lays the ground for companies to build competitive differences not because they have obtained a certificate but because the groundwork the certificate implies means that they are capable of defining a quality management and control system which can achieve cost and differentiation advantages. The purpose of this article is to analyse the case of the Majestic Hotel in order to illustrate that the process must be implemented correctly if it is to create these advantages. The main results of the study show that, after an initial successful period, the project had to be shelved. The main cause of failure was the lack of involvement and commitment on the part of management. This led to inflexibility among the members of the organisation when it came to accepting change, a lack of training in quality and to a perception that a quality system was simply more “paperwork”.