TOTAL QUALITY MANAGEMENT Health Trip Pty Ltd
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Achieving Customer Orientation
The Health Trip will look to a Total Quality Management (TQM) program to "build an organization that produces products and services that are considered best-in-class by its customers" (Gaither & Frazier 2002, p. 278). Customer orientation will be achieved through proper implementation of systems and methodology within the organisation these will be discussed in the context of applicable elements of TQM.
Top management commitment and involvement
For any type of system to work properly in an organisation, there must be commitment from top management, which in this case are the proprietors of The Health Trip. Management will practice what they instruct their employees to do otherwise those employees will not take any of the procedures in place seriously, subsequently resulting in reduced quality of output or service to customers. By enforcing an appropriate work culture from the very beginning, management will also not have to put in additional efforts to change the existing attitudes of employees to their jobs.
Management will make a continuous effort to be entirely devoted the TQM program and ensure that they implement measures for: customer involvement; formulation of processes to create and serve food items for quality, development of good supplier relationships, empowerment of employees, and continuous improvement.
Customer involvement
To facilitate customer involvement in The Health Trip's operations, periodical customer surveys will be utilised. All customers who come in for a meal during specified times of the year will be asked whether they want to fill out a survey form and, as an incentive to do so, each respondent will be put into a draw and be eligible to win a prizes such as gift vouchers. At all other times, suggestion cards will be made available for customers to submit any compliments, requests or complaints in relation to the food we serve, the waiting staff they interact with or anything else of concern to them...