Improving Housekeeping Process Efficiency through TQM and Lean: A Case Study on Linen and Towel Usage at Clarion Hotel Wisby

Sammanfattning

This thesis explores how principles from Total Quality Management (TQM), Lean Management, and the PDCA cycle can be applied to optimize linen and towel usage in the housekeeping department at Clarion Hotel Wisby. The hotel, part of Nordic Choice Hotels, operates in a high-resource consumption sector where sustainability goals must align with guest satisfaction and operational effectiveness. The study addresses the inefficiencies and inconsistencies in current linen and towel practices, focusing on process improvement as a path toward reduced resource consumption and enhanced service quality. A qualitative case study approach was used, involving interviews, digital guest surveys, structured observations, and document analysis. The research questions targeted understanding current routines, employee perceptions, and opportunities for quality-driven process enhancements. The theoretical framework integrated TQM’s process and improvement focus, Lean’s waste elimination and standardization tools, and PDCA’s structured experimentation cycle. Findings reveal fragmented communication, inconsistent guest engagement, and a lack of standardized routines as key barriers to sustainable towel and linen handling. By applying the selected quality models, an improvement proposal is developed, including clearer SOPs, visual controls, and enhanced training programs. The results suggest that empowering housekeeping staff and structuring routines through continuous improvement models can simultaneously meet environmental and operational goals. This work contributes to the hospitality sector’s ongoing pursuit of sustainability by offering a replicable, data-driven approach for enhancing housekeeping efficiency without compromising service standards.