Tuesday, January 6, 2009

The benefits of Total Quality Management (TQM)

  1. Through the application of TQM, senior management will empower all levels of management, including self management at worker level, to manage quality systems.
  2. Outlined below are some advantages to be gained by a hotel, from the use of TQM. These are split into the five key areas of TQM.
  3. Continuous Improvement. People wish to improve themselves and get a better lifestyle. If the desire for individual improvement is transferred to systems within the workplace, then these systems will improve.
  4. Management can, at times, be a restraint to innovation through relying on historical systems. This will result in "always do what you have always done and you will always get what you have always got".
  5. A good chef will know how best to prepare and present food. If given the freedom to innovate then the standard of food will improve.
  6. When mistakes are made by staff, it is rarely through a desire to make a mistake. The system used is at fault. With departments constantly striving for improvement, hotel systems will improve, leading to reduced internal costs and a better service for customers.
  7. Multifunctional Teams. Within the hotel, departments are customers and suppliers for each other. A waiter is the chef's supplier giving information on what has been ordered from the menu including any special requests about how the food should be prepared (medium, well done etc). When the food is ready, the roles are reversed. The chef becomes the waiter's supplier providing the food.
  8. If the hotel's organisation is structured in such a way, that people in different departments work with each other to solve problems as a team, traditional inter departmental barriers will be removed. Inter departmental communication on a day to day basis is essential for effective management.
  9. Multifunctional teamwork allows the problems and requirements of each department to be passed on at worker level, throughout the hotel. This will lead to a better understanding of how the hotel systems work, by all employees.
  10. Individual will work with each other identifying causes of problems rather than blaming each other for the results of a problem. This will remove the blame culture.

No comments:

Post a Comment