PRRPOSE OF TOTAL WUALITY MANAGEMENT AMONG RESTAURANTS
CHAPTER I INTRODUCTION
1. Purpose of Total Quality Management Among Restaurants
The food industry aims at ensuring the harmlessness of its products and providing important information for its business partners along the food chain and consumers. On the other hand, the focus of the enterprises extends and the meaning of quality changes when considering the processes from the broader point of view of the stakeholders, who can influence business processes. As a consequence the enterprises use different instruments and systems, particularly Integrated Management Systems, to guarantee certain quality standards. Within the framework of a research project titled ‘Implementation and potential of Total Quality Management in enterprises in the food industry’, the use, relevance and efficiency of Integrated Quality Management Systems, or so-called Total Quality Management (TQM), was investigated (Morath, 2008). Furthermore, the potential of TQM to provide improvement in food industry enterprises has been analyzed and recommendations deduced.
2. Significance of Total Quality Management in Restaurants
Total quality management is a management approach centred on quality, based on the participation of an organisation's people and aiming at long term success (ISO 8402:1994). This is achieved through customer satisfaction and benefits all members of the organisation and society. In other words, TQM is a philosophy for managing an organization in a way which enables it to meet stakeholder needs and expectations efficiently and effectively, without compromising ethical values.
Service quality, which always involves the customer as part of a transaction, will therefore always be a balance: the balance between the expectations that the customer had and their perceptions of the service received. A 'high quality' service is one where the customer's perceptions meet or exceed their expectations.
3. Background of the Chic-boy
Chic-Boy is a new concept and trademark
1. Purpose of Total Quality Management Among Restaurants
The food industry aims at ensuring the harmlessness of its products and providing important information for its business partners along the food chain and consumers. On the other hand, the focus of the enterprises extends and the meaning of quality changes when considering the processes from the broader point of view of the stakeholders, who can influence business processes. As a consequence the enterprises use different instruments and systems, particularly Integrated Management Systems, to guarantee certain quality standards. Within the framework of a research project titled ‘Implementation and potential of Total Quality Management in enterprises in the food industry’, the use, relevance and efficiency of Integrated Quality Management Systems, or so-called Total Quality Management (TQM), was investigated (Morath, 2008). Furthermore, the potential of TQM to provide improvement in food industry enterprises has been analyzed and recommendations deduced.
2. Significance of Total Quality Management in Restaurants
Total quality management is a management approach centred on quality, based on the participation of an organisation's people and aiming at long term success (ISO 8402:1994). This is achieved through customer satisfaction and benefits all members of the organisation and society. In other words, TQM is a philosophy for managing an organization in a way which enables it to meet stakeholder needs and expectations efficiently and effectively, without compromising ethical values.
Service quality, which always involves the customer as part of a transaction, will therefore always be a balance: the balance between the expectations that the customer had and their perceptions of the service received. A 'high quality' service is one where the customer's perceptions meet or exceed their expectations.
3. Background of the Chic-boy
Chic-Boy is a new concept and trademark