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Feedback Q&A on TQM

by Ron Kurtus

Readers have sent in a total of 211 comments and questions on TQM issues. They are listed according to date.

You can read them to further your understanding of the subject.

List of most recent 10 letters




General How should organization get started in TQM? Tanzania
Complaints Hotel manager called his boss about complaint USA
General Applying TQM to a restaurant USA
General Where is TQM used? Mexico
Principles Explain the components of TQM USA
General Role of training in TQM Cambodia
General What is the function of TQM? South Africa
General How can a company use TQM? Lesoth
Complaints Customer wants refund with no claim ticket USA
Restaurant Quality Is service person part of product? Phillipines

Next 10

How should organization get started in TQM?

Topic: General


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



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.

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Hotel manager called his boss about complaint

Topic: Complaints


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



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.

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Applying TQM to a restaurant

Topic: General


August 2, 2015

why is TQM should apply in restaurant business?

cheysie mae - USA



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.

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Where is TQM used?

Topic: General


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



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.

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Explain the components of TQM

Topic: Principles


February 7, 2015

can u plzz explain the components of total quality management?

shrijana - USA



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.

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Role of training in TQM

Topic: General


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



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.

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What is the function of TQM?

Topic: General


May 27, 2014

What is the function of TQM

Wilfred - South Africa



TQM is philosophy of doing business intended to reduce costs from wasteful practices and increase business through quality goods and customer satisfaction.

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How can a company use TQM?

Topic: General


April 4, 2014

How can a company use total quality management? for example Vodacom company

- Lesoth



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.

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Customer wants refund with no claim ticket

Topic: Complaints


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



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.

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Is service person part of product?

Topic: Restaurant Quality


January 7, 2014

how the service person in the restaurant is part of the product the customer receives when purchasing a meal?

zshar - Phillipines



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.

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Hopefully, this reader feedback has helped provide information about TQM issues.

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