Geling, Ma. Kristiana M.

August 23, 2017

4HR1 TQM Sir James Platon

Discussion Questions

1. What advice might you give Rob and Diane about the management practices they are
proposing within each element of the TQ infrastructure? What additional practices might
you suggest?
Rob and Diane are planning to develop a new type of take-out restaurant. I think
they should have bigger dining facilities that would provide a wider variety of home-
cooked cuisines. Once they open up their business, the volume of customers is
unpredictable, so they need to provide enough facilities for them. Its very maddening to
keep your customers waiting because of lack of facilities.
When it comes to their employee engagement plan, its good that they will have a
friendly greeting to each customer on arrival, recognizing repeat customers, offering
samples of different items, answering questions, serving the products, and a genuine
thank-you on leaving. Those are good ways in building and maintaining a good image
and relationship with customers.
For the Leadership and Strategic Planning, the companys vision is simple which
is good. They want to be the customers choice for all varieties of fresh convenience
meals. The strategy would be based on product quality (variety, freshness, value) and
outstanding customer service. But what about the pricing? They need to ensure that the
price is reasonable for the consumers. It must be affordable and with good quality.
And for their employees, they need to provide them a good compensation program
that would need to be competitive in the industry because one of the best ways to keep
good employees is to give or offer them a good compensation package.
For the process management, it is good that they will assign manager who would
be responsible for taking periodic measurements and observations to ensure that all
employees are following procedures. But when it comes to their information and
knowledge management, I think all key data and information, such as inventories,
financial reports and projections, customer feedback, employee and operational
performance, would be collected and must not be displayed in the kitchen area. Those
documents should be kept confidential and must be placed in a safe room or drawer.

2. How might viewing the organization from the Three Levels of Quality discussed in the
chapter help improve their business plan?
Geling, Ma. Kristiana M. August 23, 2017
4HR1 TQM Sir James Platon

Three Levels of Quality

Organizational level
Process level
Performer/job level

These levels of quality will definitely improve their business plan by considering the
wants and needs of the customers and think of the ways to meet or exceed their
expectations. Developing quality initiatives will also lead to business success. These will
also help the organization to fully understand all product and service attributes that will
contribute to customer value and lead to satisfaction and loyalty