Glodoviza, Sophia G. OM & TQM- Ms.

Mier

BSA-2 January 12. 2020

Total Quality Management (TQM) is defined as a customer-oriented management philosophy

and strategy that is focused on quality so as to result in customer delight. As the definition
suggest, it is highly important to guarantee customer satisfaction and as well as loyalty.

On one hand, there’s this restaurant named the Kelley’s Seafood Restaurant. Being in the
industry for fifteen years and being highly profitable says a lot, but just like any other business,
they experience difficulties and problems. The main concern is, they are being too traditional and
doing things because that’s the way they do it. As a result, they are having a hard time keeping
up with the high demand of the customers. They don’t eliminate the delays nor speed up the
process. They also lack communication and minimal wages that will surely affect the employee’s
productivity that will later on compensate the overall service quality of the restaurant. Keeping
employees might be at risk not only because of the minimal wages but also because of the
negative remarks of the owner. TQM is attained when there is an overall harmony from the top
management/owners down to the employees, but sadly, this restaurant is not open for
improvement and changes. Jim’s Steak House on the other hand, offers high quality service and
the best ingredients that will surely satisfy the customers. Other than that, their management is
very organized because of the use of computers to schedule reservations and to quickly enter
orders. The top management also make sure that the employees get the wage they deserve and
other recreational activities that will boost the employees’ motivation and productivity during
work. More workers will surely eye the business. They know how to communicate and get along
with each other. They are also open for feedbacks that will enhance the quality of their products
and services. They will surely stay in the industry if the will continue to perform like that.

I would highly suggest Tim Kelley to be more open to enhancement and automation because it
will no doubt help the daily operations to run smoothly. It is okay to step out of comfort zone;
the tradition. They must also communicate with each other, from the top management down to
the service and crews. They deserve better wages. To Jim, I would recommend to keep doing
what they’re doing and to improve it still if necessary but they must also keep in mind the
expenses an outflows of their company. Don’t spend too much.