More handpicked essays just for you.
Challenges for implementation of Total quality Management
Challenges for implementation of Total quality Management
Objectives of the study of total quality management
Don’t take our word for it - see why 10 million students trust us with their essay needs.
Total Quality Management (TQM)
TQM is a company’s complete “culture of quality” approach which focuses on long-term success. It strives for continuous improvement, in all aspects of an organization, as a process and not as a short-term goal. TQM’s involves everyone in the organization to transform the organization into a forward-thinking entity by influencing attitudes, practices, structures, and systems of the entire organization (Business Dictionary, 2014). TQM was crafted by William Edwards Deming, a statistician who specialized in statistical process control after World War II. Deming outlined 14 points of TQM where all people of an organization can constantly search for ways to improve the process, product, and service. Deming developed the
…show more content…
notion: as quality improves, costs go down and productivity goes up; this leads to more jobs, greater market share, and long-term survival ( Encyclopedia of Business, 2nd ed., 2014).
Chick-fil-A’s system is closely aligned with the TQM system because their primary concerns are quality in products and services, customer satisfaction and overall dining experience, and employee loyalty. Top -management focuses on the long-term rather than the short term results, which is one of the reasons they promote Chick-fil-A by giving away free meals. Dan Cathy the president of Chick-fil-A, Inc. said, “While others might think giving away so much is a shortsighted waste of money, we understand the return that will come from that investment” (Cathy, 2009). Customers will come for the free products and enjoy the experience so much; they will return and tell their friends and family. Chick-fil-A puts quality first in every aspect of the company. For example, Floor maintenance is very important at Chick-fil-A. It is the third largest
expenditure at Chick-fil-A. Powered by safety and cost concerns, the chain puts heavy emphasis on door surfaces and finishes. Ceramic tile is featured in the dining areas of the chain's restaurant locations (with quarry tile in the kitchen) but Chick-fit-A floors are beginning to show signs of grout deterioration. They have initiated using color coded buckets for cleaning the kitchen and dining areas to eliminate further destruction by chemicals. They have invested time and money into regrouting its tile surfaces but the chain is looking into news ways to stop grout deterioration and is currently testing a sealant called TecSeal. The non-acidic cleanser changes the composition of oil to soap-like material, allowing for a less-labor-intensive cleanup and no deterioration to the grout (Keeping floors clean and safe, 2000). This effort exceeds customer satisfaction, in cleanliness, and helps lessen labor for employees thus, favoring TQM. References Encyclopedia of Business. (2014). Encyclopedia of Business, 2nd ed. Retrieved from http://www.referenceforbusiness.com/management/Pr-Sa/Quality-and-Total-Quality-Management.html Keeping floors clean and safe. (2000). Chain Store Age, 76(7), 114. Retrieved from http://ezproxy.brenau.edu:2048/login?url=http://search.proquest.com/docview/222057901?accountid=9708. Business Dictionary. (2014). Business Dictionary. Retrieved October 04, 2014, from http://www.businessdictionary.com/definition/total-quality-management-TQM.html Cathy, D. (2009, April 1). How Did You Do It, Truett? (R. Hobgood, Interviewer)
Chick-fil-A recognizes that their brand promise starts the minute the customer enters the premises. When a store opens for the first time, the franchised operator doesn’t just see an opportunity to sell his food product, but rather a “chance to interact, build community, and engage with customers and the community at large. We do this in a variety of ways. First and foremost, we strive to provide 2nd Mile Service to each customer. As we work to continuously improve, we want customers to experience something unique. We want to build community and create relationships between our customers and our food, people and restaurants” [3].
The articles referenced below give an overview of the structuring of Chick-Fil-A. They detail everything from the way the hierarchy of positions is designed, to the way employees in the organization are treated to keep workplace morale high. The first article is very cut and dry, but also very informative. It lays out every position held in the company, from the CEO to the front line worker. The chart is very extensive, and shows just how many people are needed to run a corporation at this level of success and magnitude. Chick-Fil-A places a very high value on the personal growth of their employees, no matter how low the ranking. The second article is an overview of the entire company, but contains
To begin, it was very busy, there were traffic cones and employees directing traffic to get inside. The setting of Chick-fil-a was very welcoming, the employees were eager and ready to serve the customers. It was very busy during the lunch rush, but it was super clean, efficient and the cashiers were helpful and friendly. All of the employees were eager to help and their smiling faces showed it. Chick-fil-a is known for it’s second mile service and everyone seemed to genuinely want to be there. They employees didn’t seem to get annoyed with the people taking their time ordering or being a difficult customer. A few of the customers seemed to be taking a little longer than normal to find what they wanted to eat.
Chick-fil-A as a company cares deeply about their customers experience with the company. Chick-fil-A also wants to hear what its customers have to say through an open door policy. Chick-fil-A achieves this goal by allowing customers to freely right their reviews and thoughts on Chick-fil-A’s website. Overall, this program has been very successful and beneficial for both the customer and Chick-fil-A. Chick-fil-A has received a lot of positive feedback and has been able to improve their company because of the
Each organization big or small has its own values, ways of doing things and assumption that it operates in. The principles and ethics that exist in each of these companies are the baseline through which the company operates its affairs. This is what can be called as that organization’s culture. The culture in existence has an impact on the productivity, effectiveness and efficiency (Keyton, 2011). The basis of setting the most appropriate culture of a company is not only to move or increase the profitability but also to make the stakeholders happy and satisfied. One aspect of that is the employee or the human resource the firm who put their expertise in the firm and add a bit of creativity and innovativeness to move the products. Chick-Fil-A operates in a competitive industry thus it requires all the stakeholders.
The fast food restaurant industry, which includes quick-service and fast-casual restaurants, is highly segmented with the top 50 companies accounting for only 25% of the industry’s sales. The $120 billion industry includes over 200,000 restaurants with 50% of those specializing in hamburger entrees. (hoovers.com 2008) The major competitors in the industry include McDonald’s, Burger King, Taco Bell, Subway, and KFC – Chick-fil-A’s major competitor in chicken sales. Chick-fil-A’s unique position in the market, specializing in chicken-based entrées, has lead to a competitive advantage which the company has been able to capitalize on. Recently, many competitors have added chicken entrees in order to compete in the market segment. Through marketing strategies and company initiatives, Chick-fil-A has tried to stay distant from competitors, offering a fresh alternative to the ordinary fast food restaurant.
Chick-fil-A’s marketing strategy is to build off their brand. In 1995 the logo of the cows with the “Eat Mor Chikin”, the cows became the face of the Chick-fil-A brand. The cows are really popular and do really well with customers. They're on billboards, posters, television and they even have their own merchandise. The company has done very well with marketing the cows. The cows are telling customers to “eat more chicken” instead of beef. Another marketing strategy that has set Chick-fil-A apart from other fast food restaurants is they don’t have promotions such as limited time
In society, there are numerous businesses that quickly skyrocketed into successful corporations. A lot of these corporations are in the food industry. One very popular and successful food corporation is Chick-Fil-A. Chick-Fil-A is a fast food chain that prides itself on “a deep love for customers” and “a heart for employees. (“History”). While this has been the case since Chick-Fil-A’s founding, the business has faced its share of controversy. This report will analyze Chick-Fil-A’s conflicts, including those regarding the LGBT community, and how the business has handled these problems.
TQM, or total quality management, is defined as "the process that involves everyone in an organization focusing on the customer to continually improve value". I do believe that all organizations should use TQM. It results in better quality products that result in better value, and these are the two aspects, in which customers look at in order to know if they want to buy the product. As long as organizations use TQM, they will always have products that customers are willing to buy.
Eating at a restaurant that smells or looks filthy can be disturbing. Many other fast food chains don’t prioritize cleanliness, but Chick-fil-A goes above and beyond requirements in regards to a sanitary eating environment. Experiencing good food in a clean atmosphere is essential to the customer’s experience at a restaurant. If you want to enjoy your food in a clean eating area, then Chick-fil-A restaurants are sure to provide that. Another way Chick-fil-A brings the ultimate customer experience is having employees greet customers with smiles as if they appreciate their presence and choice of
Chick Fil A is an American fast food chain which specializes in chicken sandwiches. It was founded by late Truett Cathy in May 1946 and is headquartered in College Park, Georgia. It operates more than 2,200 restaurants, primarily in the United States, where one of the locations is in 3704 Call Field Rd, Wichita Falls and another operating inside Midwestern State University. An innovator from the start, Chick-fil-A was the first restaurant to pair shopping and eating by opening its first restaurant in an Atlanta-area mall.
According to Strickland (1989), TQM goal is to improve the processes within an organization by emphasizing organization wide continuous quality improvement. It focuses on customer’s need and customer satisfaction. TQM proclaims the values of teamwork, employee empowerment and participative decision-making throughout the organization. Customer satisfaction is the desired outcome that drives this approach. TQM emphasized the need for teamwork ad training to implement their activities (Strickland, 1989).
Burger King adds value through the good quality products served. What the customers perceives is what the customer gets and sometimes more than what the custome...
TQM is about integrating and connecting all the segments of the company to reach the customer’s needs. We can evaluate the level of the company by evaluating TQM tools. Inputs and outputs have to transform through a successful processes in the organizations. Improvements are always connected with a professional productivity because of TQM.
It involves strategies to obtain the customer feedback that will affect the decision making process. Moreover TQM includes exceeding the expectations of the customers through the use of effective design in your service or product. The product and service should also be simple to produce and user friendly. Aside from that it consist of designing an effective production process that will limit mistakes in the process. This will be done by determining where the mistakes occur and preventing it so that it will not occur next time. Furthermore the concept is that improving your system is not enough, you should find ways to improve it further. The company should also share the concept to its suppliers and