Case Study Of Total Quality Management

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Quality is a multi-dimensional term particularly in relation to service provisions. In service provision quality refers to series of actions that take place in order to satisfy the needs of the customer. Bernnett (1992) defined it as, “quality product or service is one that is fit for its intended purpose and is produced at an acceptable cost.” This therefore implies that if all the features of the product or service are such that the benefits conferred satisfactorily meet the customer’s needs then the enterprise is achieving its objectives on quality provision. The main objective of the case study The main objective of the study is to relate staff performance and how their work culture affects the quality. Customers’ needs and their satisfaction…show more content…
There is need to explore whether the hall manager’s actions were consistent with the customer focused quality philosophy. Customers always expect quality service which should be rewarded with loyalty and referrals. David and his family along with another family had made some reservations at prestigious hotel to attend a new year’s cerebrations two weeks prior to the actual day but on the actual day it was found out that there was no record showing that they had made some reservation. This shows that the hotel has not fully implemented TQM if at all they are using it. For organizations to be successful in today’s marketplace, they need to be customer-focused. This can be achieved by delivering superior value to their target customers (Kotler and Keller…show more content…
The organization depends on its customers for its survival and therefore should understand current and future customer needs and meet customer requirements and strive to exceed customer expectations. Some members of staff should be trained TQM and also be allowed to participate in Total Quality Management to ensure its successful implementation. All employees should have a work culture of continuous improvement in all their activities. Continuous quality improvement is a systematic process that involves beneficial, continuous change in organizational process, product, services, or staff performance. This change can involve improving product/service features, improving staff performance, and/or eliminating defects (Juran, 2000; Dale, 2003; and Hoyle, 2007). All members of staff should follow the customer focused quality philosophy though some could be trained in TQM so that they start satisfying the customer needs. Customer focus means directing organizational resources into satisfying customers and understanding that profitability or avoidance of loss comes from satisfying customers. The approach means that everyone in the organization needs to be customer focused, not simply the top management (Hoyle,

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