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TQM Feedback

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 next 15 letters

Title

Topic

Country

Problems of TQM in Nigerian organizations Principles Nigeria
 
Customers aren't coming back to my restaurant Restaurant Quality Nigeria
 
Dealing with poor service and poor communication Complaints Kenya
 
Source of information on customer complaints Complaints USA
 
How can TQM be a personal competency or strength? Principles Canada
 
Wants to open a new food corner Restaurant Quality India
 
What are the criteria for developing TQM practices? Principles Ghana
 
The role of TQM as a survival strategy General Zimbabwe
 
What is the relation between TQM and MBA? Principles India
 
Tryng to mistake-proof amplifier assembly Poka-Yoke India
 
TQM in a take-out restaurant Principles Sri Lanka
 
Hotel receptionist service Principles India
 
Comparning TQM and ISO 9000 Principles India
 
Where is Zero Defects concept vital. Principles India
 
Has an unreasonable customer Restaurant Quality Nigeria
 

Next 15 letters

 




First 15 letters


Principles

Problems of TQM in Nigerian organizations

January 7, 2010

Question

Please can you help me with this question: 'Evaluate the problems of Total Quality Management in Nigeria Organization.

- Nigeria (18991)

Answer

It depends on what type of organization.

Leadership in a profit organization or company can see the benefits of increased profits and more business from providing quality goods. However, many leaders feel it is acceptable to give customers poor goods and services to gain a profit. Quite often, that is due to cultural beliefs.

In government organizations, there is no profit incentive, so Total Quality Management techniques are more difficult to implement. Government managers need to see that the people who pay taxes are their customers, and those people should be given the best services.

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Restaurant Quality

Customers aren't coming back to my restaurant

December 6, 2009

Question

Hi, i opened a restaurant in Nigeria on the 1st of October. i have not been having good or I'll say increase in sales. a lot of people have patronized me but not all of them came back again. I thought it was the quality and i worked on it but i still don't have the desired result. what can i do please. I am running into debts.

ayo - Nigeria (18798)

Answer

Is a bad sign if people come to your restaurant only once and did not come back. That means that something did not satisfy them. It could be the quality of the food on the menu or the quality of the service.

How well the cook prepares to food is the most important thing in a restaurant, however rude or slow service can discourage people from coming back.

Give your customers a "suggestion card" where they can suggest menu items they would like or can provide criticisms about something in the restaurant. Seek honest replies that will help you improve your business. If a customer hands in a card when he pays the bill, get a coupon for a discount the next time he comes into your restaurant. It could be a 15% to 25% discount. In this way, you can find out what your customers think, which will help you improve your restaurant, plus you will get some repeat business.

Another thing to do is to ask all your friends and relatives who have eaten in your restaurant for an honest appraisal. Tell them their honesty will not hurt your feelings. You want to find out what other people think of your restaurant so that you can improve it.

I hope these ideas to help you make your business a success.

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Complaints

Dealing with poor service and poor communication

November 25, 2009

Question

there has been a problem from our customers due to poor service and poor communication skills from our service providers and as staff we have been reguested by HRM to identify the sollution to this problem by the use of a flow chat
your guidance as sollutin will be highly appreciated thank you

Deborah - Kenya (18737)

Answer

The flow chart is simply a tool to document the steps involved in the process where the customers seek service and how they receive it. However, you really need to go to the source and find out about the problem and get suggestions on the solution. A chart will not give you the answers.

Hopefully, you have documented customer complaints. If not, you should start doing so. You need to know exactly what is making them unhappy and who is involved. It may be only one or two of your employees who need further training. Or it may be the whole service process.

It might be worthwhile to make some calls to service yourself, as if you were a customer, to get an idea of how the service people handle the calls and what sort of help they provide.

If your service providers are part of your company, they should be brought in for a group discussion to get input from them on how they think the service can be improved. They may point to problems they have, such as lack of instructions, lack of training, poor telephone system or such. You need to find this out.

Proper training is usually the solution. But also, the people should be thinking in terms of satisfying the customer. They need to know that unhappy customers result in loss of business, which in turn can result in loss of jobs.

Once you gather information from customers and your service providers, you should be able to suggest possible solutions and make a chart to show management.

Best wishes on solving this problem. Let me know how things turn out.

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Complaints

Source of information on customer complaints

November 2, 2009

Question

On your site you state:

For every formal complaint you receive, there may be 10 other customers who were dissatisfied and who felt like complaining, but who never did. Instead, they change brands and tell their friends of the dissatisfaction. It is said that an unhappy customer will tell 13 people about his or her dissatisfaction. That is not the type of word-of-mouth advertising you want.

Could you please provide a source for this information? I would like to use it in a presentation, but need a source.

Jane - USA (18611)

Answer

In 1974 the White House's Office of Consumer Affairs commissioned a report called the TARP study which included these statistics on customer complaints. The company doing this--Tarp (www.tarp.com)--has published other reports on customer satisfaction issues for both the Government and industry.

The "13 people" statistic is cited in a number of books on Total Quality Management, based on the original Tarp study.

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Principles

How can TQM be a personal competency or strength?

November 2, 2009

Question

I have taken tests to evaluate my competencies (Career Architect), strengths and weaknesses, etc. One of my strengths came up as "Total Quality Management."
Please explain what this means as a personal competency or strength.
Thank you.

Trudy - Canada (18613)

Answer

It is unusual to have Total Quality Management come up as a personal competence or strength, especially since it is a business philosophy. Perhaps it was an indication of you personal philosophy toward doing work and running a business.

As an architect, you would want to do your work efficiently and reduce wasteful practices. Also, you would have a goal of satisfying your customer by providing them with a quality design. This would be an example of a philosophy that followed TQM.

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Restaurant Quality

Wants to open a new food corner

October 21, 2009

Question

I want to know about the open a new food corner and what type of quality and service provide to the customer so that they tell them other people and business increase and what type of food in vegetartian plz tell me.

I'm waiting for ur comments very eagerly.

Tanuj - India (18543)

Answer

You should enjoy eating your food, as should any workers you have. If you feel the food is good and you want to share that enjoyment with others, it will show through and encourage people to want to eat at your food corner.

Being polite and friendly is important in good service. But also letting people taste free samples is a way to please customers.

You can ask customers if they have a favorite vegetarian dish that you might add to your menu.

You want to make the eating experience enjoyable for the customers. Cleanliness, quality food, tasty food, reasonable prices, friendliness, and timely service are all ways to please the customers.

I hope these ideas help. Best wishes in having a very successful food corner.

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Principles

What are the criteria for developing TQM practices?

October 12, 2009

Question

what are the criteria for developing TQM practices in an organization.

kwaku - Ghana (18487)

Answer

Upper management in a company or organization must decide to use TQM in the way they run the business. Then they should follow the basic philosophies of seeking to satisfy the customer with quality goods, help suppliers and workers to provide quality, and continuously seek to improve the way work is done in order to reduce waste.

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General

The role of TQM as a survival strategy

October 8, 2009

Question

The role of TQM as a survival strategy

Makah - Zimbabwe (18456)

Answer

Survival means you or your company is simply trying to exist when being threatened. Knowing the competition or the enemy, as well as knowing what your customers and supporters want is an important part of TQM. You want your suppliers to provide you with quality goods in a timely and cost-effective manner. You also want to continually improve, which is a main part of TQM.

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Principles

What is the relation between TQM and MBA?

October 4, 2009

Question

what is the relation between Total Quality Management (TQM) and Master Of Business Administration (MBA)?

kumar - India (18433)

Answer

TQM is a management philosophy to improve the quality of work and reduce waste in a company. Some MBA problems include courses in TQM or its equivalent Six-Sigma, as well as other courses to improve a company's output.

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Poka-Yoke

Tryng to mistake-proof amplifier assembly

September 30, 2009

Question

Poka Yoke technique of mistake proofing is really great. Actualy i've a problem. I m a trainee in DELTRON company in chandigarh. I've to apply this technique in our company on the amplifier assembly line. I have to find out the solution for preventing the wrong connection of wires of the output transformer (sound amplifier). I have to make a poka yoke device for this problem of making wrong connection of wires. Do you have any such device? Please help me .I thought of a device using colour sensors with some buzzer or alarm as if any wire is connected wrongly then it can be prevented by the ringing of alarm. Is it correct or any other technique which can be applied? can there be any such device ? please reply me soon........

pari - India (18407)

Answer

Although the color of wires can help in making sure they are connected correctly, it does not prevent mistakes if the worker does not pay attention to the colors.

One possible solution is to make the size of the wire end larger with one wire, such that it cannot be connected to the other side. Another possibility is to have one wire too short to connect to the wrong side.

Of course, without knowing your exact configuration, I do not know if these methods would work, but they can give you some ideas of how to do it. Poka Yoke often requires a clever solution.

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Principles

TQM in a take-out restaurant

September 28, 2009

Question

How must viewing the take-out restaurant with limited dining facility form "Three Levels of quality " named infrustructure, practices & tools and discuss to help improve the business plan

delcy - Sri Lanka (18400)

Answer

It is important to have food of the quality that customers expect for the price they pay. But even more important is that the service--even in a take-out restaurant--is first rate. See:
http://www.school-for-champions.com/tqm/restaurant_quality.htm

You need to make your workers aware of satisfying the customer. It is good to have a Quality Manual available for them to see the viewpoint and to know how to do their jobs effectively.

Following ISO 9000 procedures will help to organize the business and its infrastructure.

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Principles

Hotel receptionist service

September 7, 2009

Question

List 5 attributes in finding the quality of service provided by a receptionist in a hotel.

sunil - India (18265)

Answer

Being friendly and efficient are two ways to increase customer satisfaction. Also, not making mistakes is important.

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Principles

Comparning TQM and ISO 9000

September 7, 2009

Question

TQM is a marathon while ISO is the sprint. Give two reasons why this is true.

Sunil - India (18266)

Answer

ISO 9000 should be used first to set up good operations and documentation. Then TQM is used to increase quality and reduce waste. The latest version of ISO 9000 is now employing TQM methods.

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Principles

Where is Zero Defects concept vital.

September 7, 2009

Question

Mention the two areas where the implementation of Zero defect concept is absolutely vital.

SUNIL - India (18267)

Answer

Any part or system where failure from defects can cause a serious loss is vital.

Unfortunately, the Zero Defects concept is unrealistic, since nothing is perfect and there always will be some defects when a large number of parts are made.

Zero Defects was replaced by the Six Sigma concept, which allows defects only in 1 out of 3 million parts. Six Sigma can be achieved, where Zero Defects cannot for a large number of products.

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Restaurant Quality

Has an unreasonable customer

August 12, 2009

Question

I work in an institution precisely a university in nigeria, in the cafeteria section where we cater for the participant that comes for serminars and different training. My question is, as much as possible we try to satisfy and exceed our customers expectations as much as we can, but we have costantly had this promblem of a customer asking for differnt things at differnt times, for instance , a customer says i need a room temperature h20, we gave, the next time i need some vegetables, we gave, can you please help me with some salad, we brought and then say oh no i actually wanted some plantain, meanwhile you have not even started clearing the tables that are filled up with all used plates, thereby not achieving your target for the day. Pls in that case what will you do?

oyebola - Nigeria (18143)

Answer

It is important to be polite, respectful and friendly to customers in a restaurant or cafeteria. You are try to make sure the customer is comfortable and has his or her needs fulfilled.

However, there are customers who can be very demanding, beyond what is reasonable. The customer may expect the type of service one would get a first-class, expensive restaurant.

If this particular customer is affecting the comfort of the other customers in the cafeteria or is preventing you from properly completing your work, then it might be worthwhile to mention the problem to your supervisor. Otherwise, you can continue to try to satisfy this particular customers desires, but keep in mind that the other customers are just as important.

It is a difficult situation, and I hope these ideas will help.

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