10 Questions
What is the primary goal of Total Quality Management?
To improve customer satisfaction
Which of the following is NOT a primary element of Total Quality Management?
Financial management
What is the role of employees in Total Quality Management?
To work towards common goals
What is the focus of process thinking in Total Quality Management?
On internal practices and processes
What is the aim of integrating quality discipline into the organization's culture and activities?
To improve customer satisfaction
Which of the following is a characteristic of an integrated business system in Total Quality Management?
Micro-processes that add up to larger processes
What is the role of data in Total Quality Management?
To integrate quality discipline into the organization's culture and activities
Which of the following is a benefit of Total Quality Management?
Improved customer satisfaction
What is the focus of Total Quality Management in terms of quality?
Improving quality of goods and services
What is the ultimate determinant of quality in Total Quality Management?
Customer satisfaction
Study Notes
Introduction to Total Quality Management
- Total Quality Management (TQM) is a crucial aspect of the hospitality and tourism industry, where customer satisfaction is paramount in the face of high competition and similar products or services.
Quality Management
- Quality management is a continuous process that involves detecting and reducing or eliminating errors, streamlining supply management, improving customer experience, and ensuring employee training.
- It consists of four key components: quality monitoring, quality improvement, quality control, and quality assurance.
Quality Management Process
- The process starts with setting quality targets agreed upon with the customer, followed by defining how the targets will be measured, and finally reporting the overall level of quality achieved.
Quality Improvement Methods
- There are various methods of quality management, including Kaizen, Zero Defect Programs, Six Sigma, Quality Circle, Taguchi Methods, Toyota Production System, Kansei Engineering, Theory of Inventive Problem Solving (TRIZ), Business Process Re-engineering (BPR), Object-oriented Quality and Risk Management (OQRM), International Organization for Standardization (ISO), and Top Down & Bottom Up approaches.
Total Quality Management (TQM)
- TQM is a continuous process that detects and reduces or eliminates errors, streamlines supply chain management, improves customer experience, and ensures employee training.
- It was developed by William Deming, a management consultant who had a significant impact on Japanese manufacturing.
- TQM focuses on ensuring internal guidelines and process standards reduce errors, whereas Six Sigma aims to reduce defects.
Primary Elements of TQM
- TQM involves a customer-focused organization, total employee involvement, process-centered approach, integrated system, and strategic and systematic approach.
- The customer ultimately determines the level of quality.
- All employees participate in working towards common goals.
- Process thinking is a fundamental part of TQM.
- An integrated business system may be modeled after the Baldrige Award criteria and/or incorporate ISO 9000 standards.
- A strategic and systematic approach is critical to achieving an organization's vision, mission, and goals.
Learn about the concept of Total Quality Management and its application in the hospitality and tourism industry. Understand the components of the hospitality industry and the organization structure of firms within it.
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