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Author: Kimberly Wylie Publisher: GRIN Verlag ISBN: 3640338049 Category : Business & Economics Languages : en Pages : 41
Book Description
Seminar paper from the year 2003 in the subject Business economics - Business Management, Corporate Governance, University of Phoenix, 20 entries in the bibliography, language: English, abstract: In today's society, consumers are often seen more as numbers than actual people. Customer service is talked about frequently, but rarely delivered upon. Customer's requests or needs that go beyond what employees typically experience often fall upon the deaf ears of apathetic employees. Complaints are often handled equally as careless. One company, however, has a reputation for being different - Ritz-Carlton Hotels. The corporation's commitment to customer satisfaction and guest services is apparent in every facet of their business. It is an employee's duty to go above and beyond the call of duty with each and every customer they service. This two-time winner of the prestigious Malcolm Baldridge Quality Award has truly taken customer service to a level head and shoulders above their competition. This superior level of service did not simply happen by chance, however. The Ritz-Carlton organization has molded their employees into superior service providers with a variety of intensive trainings, merit-based appraisal systems, and continuous reinforcement of the company's commitment to these 'Gold Standards'. This commitment by both the organization and each and every team member has allowed Ritz-Carlton to take the theory that 'the customer is always right' and evolve it into the ultimate customer service experience that is the cornerstone of their success. In addition, by using Total Quality Management (TQM), Ritz-Carlton Hotel Company has not only been able to maintain superior customer service, but drive significant and sustainable change. This adaptability, while still maintaining the highest levels of quality, has propelled Ritz-Carlton to the forefront of its industry.
Author: Kimberly Wylie Publisher: GRIN Verlag ISBN: 3640338049 Category : Business & Economics Languages : en Pages : 41
Book Description
Seminar paper from the year 2003 in the subject Business economics - Business Management, Corporate Governance, University of Phoenix, 20 entries in the bibliography, language: English, abstract: In today's society, consumers are often seen more as numbers than actual people. Customer service is talked about frequently, but rarely delivered upon. Customer's requests or needs that go beyond what employees typically experience often fall upon the deaf ears of apathetic employees. Complaints are often handled equally as careless. One company, however, has a reputation for being different - Ritz-Carlton Hotels. The corporation's commitment to customer satisfaction and guest services is apparent in every facet of their business. It is an employee's duty to go above and beyond the call of duty with each and every customer they service. This two-time winner of the prestigious Malcolm Baldridge Quality Award has truly taken customer service to a level head and shoulders above their competition. This superior level of service did not simply happen by chance, however. The Ritz-Carlton organization has molded their employees into superior service providers with a variety of intensive trainings, merit-based appraisal systems, and continuous reinforcement of the company's commitment to these 'Gold Standards'. This commitment by both the organization and each and every team member has allowed Ritz-Carlton to take the theory that 'the customer is always right' and evolve it into the ultimate customer service experience that is the cornerstone of their success. In addition, by using Total Quality Management (TQM), Ritz-Carlton Hotel Company has not only been able to maintain superior customer service, but drive significant and sustainable change. This adaptability, while still maintaining the highest levels of quality, has propelled Ritz-Carlton to the forefront of its industry.
Author: John S. Oakland Publisher: Routledge ISBN: 0750657405 Category : Business & Economics Languages : en Pages : 489
Book Description
This text provides a simple model for 'Total Quality Management' and comprehensive coverage of the concepts students need to understand. It is supported throughout with real-life case studies.
Author: Joel E. Ross Publisher: Routledge ISBN: 1351407775 Category : Business & Economics Languages : en Pages : 576
Book Description
Acclaimed and used in over 200 colleges and universities around the country, Total Quality Management: Text, Cases and Readings has been completely revised and expanded to meet the growing demands and awareness for quality products and services in the competing domestic and global marketplaces. Since the publication of the first and second editions of this book, interest in and acceptance of TQM has continued to accelerate around the world. This edition has been thoroughly revised, updated and expanded. Some of the changes are: A new chapter on the emerging Theory of Constraints Expanded treatment of Process Management Eleven new readings Ten new cases Chapter examples of TQM at 12 Baldrige winning organizations End of chapter recommendations for further reading Revised and updated textual material The Varifilm case is retained as a comprehensive study that illustrates good and not so good practices. Each chapter contains an exercise which provides the reader with an opportunity to apply TQM principles to the practices illustrated in each case. Based on sound principles, this practical book is an excellent text for organizational development programs aimed at practitioners responsible for developing and implementing TQM programs in their own service or manufacturing organizations.
Author: D.R. Kiran Publisher: Butterworth-Heinemann ISBN: 0128110368 Category : Technology & Engineering Languages : en Pages : 582
Book Description
Total Quality Management: Key Concepts and Case Studies provides the full range of management principles and practices that govern the quality function. The book covers the fundamentals and background needed, as well as industry case studies and comprehensive topic coverage, making it an invaluable reference to both the novice and the more experienced individual. Aspects of quality control that are widely utilized in practice are combined with those that are commonly referred to on University courses, and the latest developments in quality concepts are also presented. This book is an ideal quick reference for any manager, designer, engineer, or researcher interested in quality. Features two chapters on the latest ISO standards Includes an introduction to statistics to help the reader fully grasp content on statistical quality control Contains case studies that explore many TQM themes in real life situations
Author: B. JANAKIRAMAN Publisher: PHI Learning Pvt. Ltd. ISBN: 9788120329959 Category : Business & Economics Languages : en Pages : 264
Book Description
Providing accessible coverage of the basics and practical aspects of total quality management, this book is intended for students of management and engineering. The text adopts a realistic approach to the teaching of the subject with the principal focus on the philosophy of total quality management and its role in today’s world of fierce business competition. Discusses the mechanism of quality control, quality assurance and different types of quality control tools and their usage. Features the Japanese management philosophy, quality awards and standards. Presents the differences between total quality management and business process re-engineering and approaches to integrate them. Describes the various aspects of benchmarking, capability maturity model and customer relationship management.
Author: John S. Oakland Publisher: Routledge ISBN: 1317808428 Category : Business & Economics Languages : en Pages : 801
Book Description
The notion of "Quality" in business performance has exploded since the publication of the first edition of this classic text in 1989. Today there is a plethora of performance improvement frameworks including Baldrige, EFQM, Lean, Six Sigma and ISO 9001, offering a potentially confusing variety of ways to achieve business excellence. Quality guru John Oakland’s famous TQM model, in many ways a precursor to these frameworks, has evolved to become the ultimate holistic overview of performance improvement strategy. Incorporating the frameworks that succeeded it, the revised model redefines Quality by: Accelerating change Reducing cost Protecting reputation Oakland’s popular, practical, jargon-free style, along with ten case studies eight of which are brand new, effortlessly ties the model to its real-life applications, making it easy to understand how to apply what you’ve learned to your practices and a achieve sustainable competitive advantage. Total Quality Management and Operational Excellence: Text with Cases (Fourth Edition) is supplemented for the first time with a suite of online teaching aids for busy tutors. This exciting update of a classic text is perfect for all students studying for professional qualifications in the management of quality, or those studying science, engineering or business and management who need to understand the part TQM may play in their subjects.
Author: Joel E. Ross Publisher: CRC Press ISBN: Category : Business & Economics Languages : en Pages : 488
Book Description
The bestselling text that swept the country and demonstrated how to develop and apply TQM principles is now fully revised and expanded. It's all here--TQM, benchmarking, productivity, quality and reengineering, the cost of quality, and ISO 9000.
Author: Mihaela Kelemen Publisher: SAGE ISBN: 9780761969044 Category : Business & Economics Languages : en Pages : 228
Book Description
Managing Quality provides a comprehensive review and critical analysis of quality management discourses and techniques by drawing on a number of management disciplines such as operations management, HRM, organizational behaviour, strategy, marketing and organization theory. The book: - introduces readers to key concepts and issues in quality management - provides an overview of both managerial and critical perspectives on quality management - presents the 'wisdom' of quality management gurus - documents the way quality is pursued in manufacturing, service and public sector organizations - compares and contrasts hard and soft technologies of quality management - critically reviews the rhetoric of TQM and business process re-engineering (BPR) - examines the consequences of quality on stakeholders - scrutinizes the language of quality management - documents the mundane nature of quality managemnt practices through the use of real life case studies Managing Quality is an up-to-date and student-centered treatment of quality management that will be essential reading for undergraduate students of operations and quality management. It will also be extremely relevant to all MBA students, and useful reading for students of HRM, organization theory and the sociology of organizations.
Author: R. S. Naagarazan Publisher: New Age International ISBN: 9788122415742 Category : Total quality management Languages : en Pages : 190
Book Description
This Book Explores The Topics Included In The Syllabus Of Anna University Extensively. A Reference Table On The Factors For Quality Control Charts, Numerical Examples For Each Control Chart, The Questions For Short Answers, And A Few Web Site Addresses Have Been Included To Obtain And Sustain The Interest Of The Student Community And The Teaching Fraternity.In This Second Edition, A Chapter Was Added With Details On Topics Such As Quality Circle, Zero Defects, Just In Time, Kanban And Poka Yoke To Cater For The Expectations Of The Students As Well As Teachers. The Details On 5S, Yy Analysis, Five W S And Two H S Analysis And Brainstorming Methodology Have Been Enlarged With Examples. Twenty-Three Case Studies Have Been Added In This Edition To Extend The Scope And Knowledge Of The Student Community. In Addition To This, Twelve Numerical Problems On Different Aspects Of Spc And Six Sigma As Illustrative Examples And The Enriched Question Bank Have Been Added For Clarity In Teaching And Learning.This Book Can Be Used As A Textbook By All The Final Year B.E./B.Tech. Students Of Anna University.
Author: William C. Johnson Publisher: CRC Press ISBN: 9781884015137 Category : Business & Economics Languages : en Pages : 300
Book Description
Total Quality in Marketing integrates the two areas of marketing and quality management and demonstrates how they are mutually compatible and complementary. Its primary focus is to assist managers in applying total quality principles to the overall marketing management process-preparing for a more highly competitive marketplace. Practical guidelines and processes are offered on how quality initiatives impact planning, organization, implementation, and quality control. This unique and valuable book presents a systems approach to quality-how to operationalize in the context of both the management and marketing cycles. It demonstrates how to establish effective team-based practices as well as describes the pitfalls of quality programs that are introduced as stand-alone programs without any linkage to overall strategy. This useful new book serves as a teaching tool and comprehensive reference source for integrating total quality. Case studies, exercises and chapter profiles also provide excellent support materials.
Author: Kimberly Wylie
Author: Kimberly Wylie
Author: John S. Oakland
Author: Joel E. Ross
Author: D.R. Kiran
Author: B. JANAKIRAMAN
Author: John S. Oakland
Author: Joel E. Ross
Author: Mihaela Kelemen
Author: R. S. Naagarazan
Author: William C. Johnson