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Total Quality Management - Case Study Example

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Total Quality Management (TQM) basically concerns long-term management approaches aimed at achieving high customer satisfaction. TQM demands that every member of the firm participate actively in improving processes, products as well as service quality. The ides that Rob and…
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Total Quality Management Q1. Total Quality Management (TQM) basically concerns long-term management approachesaimed at achieving high customer satisfaction. TQM demands that every member of the firm participate actively in improving processes, products as well as service quality. The ides that Rob and Daine have developed clearly emphasizes on customer satisfaction, which is to be driven by quality products and services of their restaurant. The partners’ ideas are focused on creating a customer-oriented culture. By implementing training program for new managers and employees on what is expected of them, the restaurant shall be instilling useful information that would help it achieve its objective of offering high quality products and services. The ideas of the partners are not only customer-focused, but also aim to establish complete employee involvement and are also centered on improving processes to ensure high customer satisfaction at all times. Employee review and feedback system would ensure their growth and thus service and process improvement.
Q2.The main elements of TQM are customer-focus, total employee participation, process-focus, integrated system, strategic approach, constant employee improvement, and effective communication among others. The business model of the partners is meeting all the different dimensions of quality. For example, in the case study, the partners would ensure that all food production processes are documented to reduce safety issues and quality deviations. Also, the restaurant will conduct regular review of its hourly employees to ensure service improvement. Further, the partners’ business model will include training program for new managers and employees to orient them with the culture of the restaurant and ensure that they live up to what is expected of them. As such, the business model of Rob and Daine covers almost all aspects of quality. Read More
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