Total Quality Management Essay

3730 Words Oct 20th, 2008 15 Pages
Total quality management is something many companies strive to attain. In this essay I will be defining total quality management, describing the ten Core Concepts and their relevance to the Ritz-Carlton Hotel Company, as well as confer the advantages of perpetual improvement in Total Quality Management. In order to fully understand these principles it is necessary to gain comprehension through defining Total Quality Management. "Total Quality Management (TQM) is a comprehensive and structured approach to organisational management that seeks to improve the quality of products and services through ongoing refinements in response to continuous feedback.

The logic behind TQM is intuitively simple--if the entire organisation is dedicated
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Service-driven organisations know all too well that they have only one opportunity to make a good first impression. Organisations can no longer rely on traditional training methods to develop the quality behaviours that are necessary to be spontaneously produced in a service environment. A comprehensive total quality management programme begins with the quality selection of high-performing and service-oriented individuals and then developing them so that they implement the right quality behaviour. The Ritz-Carlton Hotel Company is a proven leader in providing ‘world class’ guest service and has set the standard of excellence with a talent-based organisation. The culture at Ritz-Carlton requires quality in all aspects of the company's operations, with processes being done right the first time and defects and waste eradicated from operations.

Ritz-Carlton encourages cost of quality giving all employees the empowerment to do whatever it takes to provide “instant pacification”. To encourage empowerment of staff, any associate of the hotel is empowered to utilize up to $2000 of resources to satisfy a guest without any approval from top management. When associates identify any opportunities, they will use a GIA form. The manager will review the form immediately while the senior management team will analyse it. When the GIA

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