Total Quality Management
Total Quality Management 1. Concepts and Applications of TQM at Ritz Carlton Hotel
Total quality management is a criterion for managing people, tasks and processes to ensure the best quality service/product which guarantees complete customer satisfaction. It is an aspect of management which solely focuses on quality as its prime success factor. Total Quality Management (TQM) is the set of management processes and systems that create delighted customers through empowered employees, leading to higher revenue and lower cost. The focus of a company on accuracy closer to Six Sigma is essential for the application of TQM. * Prevention is better than cure: Avoiding mistakes from happening in the first place is essential for TQM application. * Quality is product meeting the description: Since the customer is the king, the product description should match the requirements completely. * Standards should be maintained: The product should be benchmarked and standards should be maintained throughout. * Zero Defects: Crucially important and correlates with the fact that if standards are maintained, there will not be any defects in the product. * Continuous Improvement: There cannot be TQM achieved unless there is a constant improvement in the quality of the product or service. * Employee Involvement: It would be unwise for any organization to expect TQM without the important input of its employees.
A combination of all the six steps above result in the implementation of true total quality management practices. Without a balance in the above elements, it is not possible for there to be true TQM in any organization, be it a product manufacturing company or a service firm. Ritz Carlton hotel has devised programs for each of these elements in order to ensure that the customer gets the right service the first time, the service quality does not go down the next time and that the employees contribute towards greater development in order to improve the overall
Total quality management is a criterion for managing people, tasks and processes to ensure the best quality service/product which guarantees complete customer satisfaction. It is an aspect of management which solely focuses on quality as its prime success factor. Total Quality Management (TQM) is the set of management processes and systems that create delighted customers through empowered employees, leading to higher revenue and lower cost. The focus of a company on accuracy closer to Six Sigma is essential for the application of TQM. * Prevention is better than cure: Avoiding mistakes from happening in the first place is essential for TQM application. * Quality is product meeting the description: Since the customer is the king, the product description should match the requirements completely. * Standards should be maintained: The product should be benchmarked and standards should be maintained throughout. * Zero Defects: Crucially important and correlates with the fact that if standards are maintained, there will not be any defects in the product. * Continuous Improvement: There cannot be TQM achieved unless there is a constant improvement in the quality of the product or service. * Employee Involvement: It would be unwise for any organization to expect TQM without the important input of its employees.
A combination of all the six steps above result in the implementation of true total quality management practices. Without a balance in the above elements, it is not possible for there to be true TQM in any organization, be it a product manufacturing company or a service firm. Ritz Carlton hotel has devised programs for each of these elements in order to ensure that the customer gets the right service the first time, the service quality does not go down the next time and that the employees contribute towards greater development in order to improve the overall