Tqm Essay Research Paper TQM in FoodserviceIntroductionOne — страница 2

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is to eliminate errors before they can occur. Systems cause about 80% of all errors, so if the system is error free, then the employee has a lesser chance of making mistakes.Next comes the integration of management into the process. Total QualityManagement implies that management must be 100% in favor of the program, orelse the employees will not respond properly. Employees will follow the lead of the management team.Last is to do what the customer want, as tells the aphorism “The customeris always right.” This is the same principle. There is no sense in servingonly fried chicken if the customers demand a more health conscious baked orgrilled chicken. “Customers are not only the people who walk through thedoors looking for a meal but also your suppliers and employees”

(Stephenson,1993).Health & Safety QualityTotal Quality Management does not just deal with product quality, but allaround, or total quality. Another area that quality needs to becontinuously improved in is health and safety. Sky Chefs, an airlinecaterer recently came to the conclusion that their workers’ comp. Costs wereskyrocketing, so they incorporated their Total Quality Management program tohelp solve these health and safety problems (Kay, Murphy, Harris, 1994). The main reason for business is profit, and if workers’ comp. Costs are at unacceptable levels, that cuts out profit.Initially, the program focused on injury prevention and set a goal ofreducing workers’ compensation costs by 50% in three years. Task teams were initiated to collect data on estimated future

loss, loss sources and medicaltreatment patterns which would be evaluated and used to eliminate hazardousareas of operation. They also gathered qualitative data on employee andmanagement attitudes and beliefs, current policies which focus on potentialhazards, and the physical environment. With this data, changes were madeand continuously updated with Sky Chef reaching their goal of a 50% declinein less than 18 months (Kay, Murphy, Harris, 1994).The teams developed several guidelines for improvements as follows:Incorporate safe work practices into standard work processes;Involve line workers in all aspects of process improvement, particularly safe work practices;Integrate and continuously improve post-injury management processes;Communicate concern for employees;Create a unified

data base that could deliver timely, useful information to line managers;Review vendors objectively and thoroughly;Institute criteria and time-based medical care and disability management;Implement a comprehensive modified duty program;Create a single managerial focus for loss prevention and work-related injury management (Kay, Murphy, Harris, 1994).By following these directives, a company could efficiently reduce workers’compensation costs. They have earmarked this as the Concern, Awareness,Responsibility, and Excellence program (C.A.R.E) which is a safetycommunications program which involves and rewards the line employees forcommitting safe acts (Kay, Murphy, Harris, 1994).One aspect that these articles seem to have left out is the actual qualityof the product, the food. In

food service classes and in the real world,one form of Total Quality Management is known as the Hazard AnalysisCritical Control Point, or the HACCP system. This system was developed toensure zero defects during food handling by monitoring the whole preparationprocess. Its purpose is to identify and correct errors before they happen.The old method of quality assurance was to test the final product (TechniCAL1996). If the product was not sufficient, it was either held, reprocessed,or ultimately destroyed (TechniCAL 1996). This method was costly, not onlyin an economic sense, but also timely.The HACCP system monitors the food from the delivery point through-outstorage and preparation until consumption. It analyzes critical control points where extra precaution may be needed with

potentially hazardous foods. A flow chart is established to determine which foods need to be analyzed at which times. Management and employees alike must take this system very seriously andfollow all steps which includes assessing hazards, identifying criticalcontrol points, setting up procedures for critical control points,monitoring critical control points, taking corrective action, setting up arecord-keeping system, and verifying that the system is working (EducationalFoundation of the National Restaurant Foundation [EFNRA], 1992). This system is necessary to maintain a quality food product and I feel is a part of Total Quality Management.According to Russell Cross, industry guru on HACCP, the foundation betweenTotal Quality Management and HACCP are the same: “do it right