Tqm Essay Research Paper TQM in FoodserviceIntroductionOne

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Tqm Essay, Research Paper TQM in FoodserviceIntroductionOne of the most important industries overall is the food industry. The food industry consists of everything from food processing plants to fast food restaurants. The food industry affects nearly every living person. Most people don’t realize how important this industry is and how it affects their everyday lives. That is why it is so critical that the products of this industry are at their highest quality, are free of bacteria and ensure that the consumer will not face any detrimental consequences. Total Quality Management (TQM) plays a big role in promising these results.Total Quality Management seems to be a confusing term for the layman. TQMis a philosophy advocated by Dr. Edward Deming, a world renowned quality

guru. It was widely accepted by Japan from 1950 onward. They used this principle for continuous refinement of an organization-wide quality system.Since then many organizations around the world have adopted TQM or similarmethodologies. There have been many successes and many reported failures.Success of the system depends on the total commitment of the people toquality from top to bottom within the organization. TQM implementation isbased on team work and the philosophy of continuous improvement. Statisticsneed to be used extensively to analyze and reduce the variation in the process.In the food industry, continuous improvement is vital to the survival of aspecific company or restaurant. The customer is constantly purchasing the products of competitors and any decline in quality

will equal a decrease in gross profits. There are several areas that a restaurant may focus on for quality improvement such as menu offerings, hospitality, service, cleanliness, and over all food quality. All of these aspects will be covered in this paper concerning Total Quality Management.SummaryEmployee & Product QualityVarious well known companies such as Ritz-Carlton Hotels and Taco Bell haveimplemented Total Quality Management programs in an effort to increase quality and market share. Ritz-Carlton of Kansas City, Missouri, recently revamped menu selections for its rooftop-level restaurant and bar operation.This came about through customer surveys, focus-group studies of localrestaurant patrons, employee opinions, and market analysis. This began withthe general manager,

Norm Howard, as TQM must start at the top to be successful. He states that “It [TQM] is about listening to your customers and empowering your employees to participate in important business decisions” (Stephenson, 1993).Taco Bell, with the implementation of a Total Quality Management system,has improved its speed of service, friendliness of service, and value formoney ratings. This company has done this by empowering employees andseeking customer input. By integrating their employees into the system,Taco Bell has also decreased employee turnover by 63% (Stephenson, 1993).According to the article “TQM: Making it Work for You,” there are six areasthat need to be focused on (Stephenson, 1993). The first area is measuring quantitative results of various surveys and studies and

basing future decisions strictly on these outcomes. This information could come from something as simple as a comment card, but these cards must tell the business more than what was good and bad, but why.The second area to be focused on is empowering the employees. Allowing theemployees to be involved in the team effort. Make the employees feel responsible for their actions and allow the employees to fix their problems. This is where many franchises lack, making it the manager’s responsibility to fix the problems that the employees create. If management treats employees in a respectable manner, the employee will turn around and treat the customer with respect also.Avoiding errors is the third area that needs to be focused on. The main focus of a Total Quality Management program