Key words: Feedback, answers to reader's questions, information, assistance, Ron Kurtus, School for Champions. Copyright © Restrictions
by Ron Kurtus
Each day readers send in questions and feedback concerning the various lessons in the School for Champions website. A total of 211 letters have been answered.
|How should organization get started in TQM?||General||Tanzania|
|Hotel manager called his boss about complaint||Complaints||USA|
|Applying TQM to a restaurant||General||USA|
|Where is TQM used?||General||Mexico|
|Explain the components of TQM||Principles||USA|
|Role of training in TQM||General||Cambodia|
|What is the function of TQM?||General||South Africa|
|How can a company use TQM?||General||Lesoth|
|Customer wants refund with no claim ticket||Complaints||USA|
|Is service person part of product?||Restaurant Quality||Phillipines|
|Applicability of total quality management||General||Uganda|
|Inspection in shipping goods||Inspecting for Quality||Nigeria|
|Want to know the philosophy of TQM||General||India|
|Company refuses to work and solve problem||Supplier Quality||USA|
|How does TQM improve performance?||General||Pakistan|
How should organization get started in TQM?
November 30, 2015
Assuming that the organization is planning to adopt Total Quality Management(TQM)approach, suggest how TQM planning should be initiated?
Moses - Tanzania (26580)
The very first thing needed in implementing TQM within an organization is that the leadership is committed to the philosophy of satisfying the customer with quality goods and services, enabling the suppliers and workers to provide quality, and continuing to improve the way things area done.
Plans should be made to monitor customer satisfaction and then using the information to improve quality.
Workers and suppliers should be encouraged to point out areas of waste, and then management should seek to solve those problems.
An ongoing program to improve processes to reduce errors and waste should be part of the plan.
I hope these ideas help, and best wishes for a successful organization with TQM.
Hotel manager called his boss about complaint
September 2, 2015
I stayed at a hotel that I felt was dirty, and during there food service a customer cut his had and they just wiped it up with a napkin. this was done right were they served hot eggs. it took them over a hour to clean but at no time did they stop food service. I complained about this and others things going on. The hotel called my employer and talked to a co worker that just happen to be staying at the same place. I paid out of my own money to stay here not under my employer name. They said to my employer I made a person cry and caused issues. All I did was say I was reporting the way the handled blood. Can they call my employer and talk to other customers about me if they were not even evolved.
ken - USA (26351)
What the hotel management did was highly improper and even could even warrant legal action from you. However, the big thing to do is to rectify things with your employer, such that you don't seem like a trouble-maker.
If the hotel is part of a chain, it might be worthwhile to write a letter to the chain headquarters, stating you were mistreated.
Did your co-worker have any complaints about the hotel? If not, it is better to just make sure things are OK at work. Even apologizing to your boss could defuse matters. (Your job is more important than the complaints).
Needless to say, you can recommend to others that they not stay at that hotel.
Applying TQM to a restaurant
August 2, 2015
why is TQM should apply in restaurant business?
cheysie mae - USA (26241)
Applying TQM principles to a restaurant business means you seek to have satisfied and happy customers. they will then come back, as well as to tell their friend about your place.
You also want help your workers do a good job. Plus, you run the business effectively in order to avoid waste.
Finally, TQM will help you continuously improve the way the restaurant is run and the food you provide your customers.
Where is TQM used?
February 11, 2015
I would like to know some of these questions...
For what type of business is it designed?
What does the business need to do to obtain it?
Which businesses had or have this system or prize?
valeria - Mexico (25767)
TQM can be used for both for profit and non-profit businesses. The idea is to improve the quality of products and services delivered to customers, such that they are satisfied and want to do repeat business. But also by improving the processes, the business will reduce wasteful practices and have better profits.
Explain the components of TQM
February 7, 2015
can u plzz explain the components of total quality management?
shrijana - USA (25754)
The basic principles for the Total Quality Management (TQM) are to satisfy the customer, satisfy the supplier, and continuously improve the business processes.
Customer satisfaction is often found through surveys and by seeing repeat business. If the company is getting good work and products from the suppliers profits increase. A component in this is to help the suppliers provide quality. Usually, statistical analysis is used to help improve the business processes. It helps determine any failure rate.
Role of training in TQM
August 26, 2014
1-Discuss the role of training and education in supporting TQM ?
2-Explain the difference between satisfaction and loyalty. why is loyalty more important ?
3-Let explain, why are strategic partnerships and alliances useful to an organization ?
Tem - Cambodia (25321)
Since there may be confusion or even resistance to implementing TQM in a company, training and education is important. This includes training of management, so that they understand the principles.
Loyalty comes from having good experiences with a product or company and results in repeat business. However, if the customer is not satisfied with a product or service several times, the customer will no longer be loyal and even disgruntled with the company.
What is the function of TQM?
May 27, 2014
What is the function of TQM
Wilfred - South Africa (24996)
TQM is philosophy of doing business intended to reduce costs from wasteful practices and increase business through quality goods and customer satisfaction.
How can a company use TQM?
April 4, 2014
How can a company use total quality management? for example Vodacom company
- Lesoth (24841)
Vodacom is an African mobile communications company. The first application of Total Quality Management (TQM) is to continuously improve the quality of their products and services, including reducing faulty parts and waste. This will improve profits.
Helping vendors ans suppliers to provide quality parts helps the quality of the products.
Customer satisfaction is very important in TQM. Vodacom must make sure their customers are pleased with their products and services.
The major requirement in applying TQM is that upper management buy in and agree to these principles.
Customer wants refund with no claim ticket
January 15, 2014
a customer came to my shop with no claim ticket. She said she brought a pair of boots to get stretched but we could not find any boots that she described. She wants us to pay her 225.00 for these boots that I have no record of What should I do?
anna - USA (24434)
Some people get confused about where they purchased products and actually go to the wrong store. Of course, there are others who may be trying to get something for nothing.
The best way to deal with such a person is to be sympathetic but say that company policy requires that you carry the product and that she has a claim ticket.
Also, you could mention that since you do not carry that product, she could have purchased them at a different store.
Best wishes in handling this difficult situation.
Is service person part of product?
January 7, 2014
how the service person in the restaurant is part of the product the customer receives when purchasing a meal?
zshar - Phillipines (24414)
Whenever you purchase any product, there is also a service involved. The quality of each item is important to the customer experience.
In a restaurant, if the food is good but the service is poor, the customer will not be satisfied. Likewise, if the service is excellent but the food is not good, the customer will not be satisfied.
Applicability of total quality management
November 15, 2013
applicability of total quality management in business environment
gorret - Uganda (24192)
Total Quality Management is used in business to reduce wasteful processes, make quality goods, and satisfy the customers, such that the business will prosper.
Inspection in shipping goods
September 9, 2013
What are the necessary steps to be taken for inspecting cargos to be delivered by sea to another part of the country?if there is shortages at the terminal or at the destination,who is to blame and how will the shortages be recovered,pls its urgent,thanks
Ifeanyi - Nigeria (24003)
I assume you are only interested in inspecting the quantity of items and to insure there is no damage before they are sent. Typically, a visual inspection is made, checking off items from a list from the owner of the material.
If there are items missing from the original list, the owners should be notified. All items may not have been sent or some could have been taken during shipment to the terminal.
It is important to be thorough in checking the items to make sure the terminal is not blamed or liable for the shortage.
At the destination, the quantity and condition of the items should be recorded again to make sure there was no loss or damage in transit.
Depending on where any shortage is found, you can determine who to blame. Unfortunately, there are people who steal. Sometimes even companies sending material or goods will claim things are missing, as a way to get some undeserved payment.
I hope this helps.
Want to know the philosophy of TQM
August 1, 2013
The philosophy of TQM
sayooj - India (23897)
TQM is based on three principles:
(1) Satisfy the customer with quality products and service. This is the most important item.
(2) Continually improve the way you do things. This includes studying data and statistics to verify improvements.
(3) Help your workers and suppliers provide you with quality goods and services. This includes clear instructions and even providing extra training.
Company refuses to work and solve problem
May 24, 2013
When the company has your money and doesn't want to work with you or BBB and Angies list what can you do?
Mel - USA (23717)
They say that a dissatisfied customer will tell over 12 others about the poor service or product. Word gets around about such companies, so they are short-sighted in not working with you to solve the problem.
You can post on Angie's List or other review sites about your problem with the company, but that probably will not get your money back.
In some rare cases, a letter (not an email) to the president of the company can get results. But most like;y, you will have to suffer the loss and then move on.
How does TQM improve performance?
February 27, 2013
my course is total quality management....plz help me in my project
how TQm enhance oranizational performance,,define 15 variable acoording this statement
yasir - Pakistan (23506)
TQM can reduce losses due to wasteful practices. It can also increase profits due to customer satisfaction with quality products and services. Continuous improvement gives a company a competitive edge.
To define 15 variables for improvement requires deep knowledge of a company's business. You cannot guess at such things.
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