Theory of Constraints Thinking-Process Tools Facilitate Goal Achievement for Hotel Management: A Case Study of Improving Customer Satisfaction

Abstract

This article aims to illustrate an implementation of theory of constraints (TOC) thinking process (TP) in order to analyze and improve operations at a hotel. The article contributes to the hospitality literature by demonstrating the effectiveness of the TOC TP within the hospitality industry. In order to understand current operations, data were collected through interviews, direct observations, and meeting with various focus groups. The research findings show that the TOC TPs can help hotel managers adapt appropriate strategies to successfully manage the constraints that were keeping the case study organization from improving its overall performance relative to its stated goal.