Total Quality Management in Foodservice

6 Pages 1464 Words

nd Taco Bell have
implemented Total Quality Management programs in an effort to increase
quality and market share. Ritz-Carlton of Kansas City, Missouri, recently
revamped menu selections for its rooftop-level restaurant and bar operation.
This came about through customer surveys, focus-group studies of local
restaurant patrons, employee opinions, and market analysis. This began with
the general manager, Norm Howard, as TQM must start at the top to be
successful. He states that "It [TQM] is about listening to your customers
and empowering your employees to participate in important business
decisions" (Stephenson, 1993).
Taco Bell, with the implementation of a Total Quality Management system,
has improved its speed of service, friendliness of service, and value for
money ratings. This company has done this by empowering employees and
seeking customer input. By integrating their employees into the system,
Taco Bell has also decreased employee turnover by 63% (Stephenson, 1993).
According to the article "TQM: Making it Work for You," there are six areas
that need to be focused on (Stephenson, 1993). The first area is measuring...