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Challenges for implementation of Total quality Management
Challenges for implementation of Total quality Management
Objectives of the study of total quality management
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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
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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
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 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.
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.
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].
If given an opportunity to be an operator of a Chick-fil-a I would work hard to make my restaurant the first choice customers would choose for great tasting food, and the best customer service they have ever received. I have been to and observed many different Chick-fil-a’s and how they meet the challenges they face when serving a lot of customers and I want to be a part of that. I want to participate in the continuing success of Chick-fil-a.
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.
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
Eating has been one a great joy to me my entire life. It is a huge portion of everyone’s day, and for most, happens at least three times a day. If we eat three meals a day every day for a year that is one thousand and ninety five meals! With all these meals we need a nice place to sit down and enjoy it. Whenever I get hungry, I always find myself at Chick-fil-a; well, at least five times a week. The familiar sights, comforting scents, and soothing sounds of Chick-fil-A that make it the birthplace of happiness.
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.
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
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).