TQM

Total Quality Management has begun to receive more attention in the restoration industry. It first was implemented in manufacturing companies (as Toyota and IBM) but service companies quickly realized that they could benefit from the system.

In comparison with goods, a service cannot be held, felt or stored; neither failures nor defects can be tracked or easily measured so quality management in services must focus on employee performance: how quickly, correctly and pleasantly employees are able to provide service. The goal of the system is to collect data using tools, procedures and forms to assure that customer needs are satisfied and also that the standards set are maintained. In order to implement TQM correctly one must understand that this management system involves all employees and the organization in continual improvement using strategy, data and communication, so the following 8 elements should rule it:

1.      Customer-focused.

2.      Total employee involvement.

3.      Process-centered.

4.      Integrated system.

5.      Strategic and Systematic approach.

6.      Continual improvement.

7.      Fact-based decision making.

8.      Communication.

Also, there are some basic steps to implement TQM system which are: design, build, deploy, control, measure, review and improve. As a strategic choice this structure is based and can be better understood using the Plan-Do-Check-Act (PDCA) cycle. 

Plan-Do-Check-Act Cycle

Furthermore, as the goal of the system is to document processes, procedures and responsibilities for achieving quality policies we consider that some useful tools that can be applied to services and will improve your quality system are:  

1.      Cause and Effect Diagram: it identifies many possible causes for an effect or problem sorting ideas into useful categories.

2.      Check Sheet: a structured form for collecting and analyzing data.

3.      Histogram: it shows how often each different value (e.g. problem) occurs in a set of data.

4.      Pareto Chart: it shows on a graph frequency and determines which factors are more significant to solve. 

References:

Mojonnier, T. (2012). 'Total Quality Management Tools at Restaurants'. Business Theory. Available from: https://goo.gl/h24NYc

ASQ (2016). 'What is Total Quality Management?' Available from: https://goo.gl/NwFjqY