PIZZA HUT

TQM Practice of Pizza

Hut in Bangladesh
 Group Profile
Sl. No. Name Student ID

01. Md. Al-Amin 17 MGT-27

02. Fathema Tujjohora 17 MGT-028

03. Soma Rani Mandol 17 MGT-029

04. Istiaque Ahmed 17 MGT-030

05. Md. Anisur Rahman Biplob 17 MGT-031

06. Sourov Sadhu 17 MGT-032
 Md Anisur
Rahman Biplob
17 MGT 031
History of
Pizza hut

Pizza hut in
Bangladesh
Md. Al-Amin
17 MGT 027
 What is the TQM?

● Total - made up of the whole

● Quality - degree of excellence a product or service provides
● Management - act, art or manner of planning, controlling, directing, managing
the whole to achieve excellence.
 The concept of TQM
" Total Quality Management (TQM) is a philosophy for managing an organization
in a way which enables it to meet stakeholder needs and expectations”.
● Produce quality work the first time.
● On going process of detecting and reducing or eliminating errors.
● Focus on the customer.
● Have a strategic approach to improvement.
● Improve continuously.
● Encourage mutual respect and teamwork.
 Understanding Total Quality
Management
● Committed management.
● Adopting and communicating about total quality
management.
● Closer customer relations.
● Closer provider relations.
● Benchmarking.
● Increased training.
● Open organization
● Employee empowerment.
● Flexible production.
● Process improvements.
● Process measuring
 Soma Rani
Mandol
ID: 17MGT 029
 Primary Principles of Total
Quality Management
1. Customer focus
The first of the Total Quality Management principles puts the focus back
on the people buying our product or service.
2. Total employee commitment
We can’t increase productivity, processes, or sales without the total
commitment of all employees.
3. Process approach
Adhering to processes is critical in quality management. Processes
ensure that the proper steps are taken at the right time to ensure
consistency and speed up production.
4. Integrated system
These departments and functions should be interconnected with
horizontal processes that should be the focus of Total Quality
Management
5. Strategic and systematic approach
The International Organization for Standardization (ISO)
describes this principal.
6. Continual improvement
Optimal efficiency and complete customer satisfaction
doesn’t happen in a day.
7. Fact-based decision-making
Analysis and data gathering lead to better decisions based
on the available information.
8. Communications
Everybody in your organization needs to be aware of plans,
strategies, and methods that will be used to achieve goals
 Industries Using Total Quality
Management
It's benefits and advantages:
★ Strengthened competitive position
★ Adaptability to changing or emerging market conditions and to
environmental and other government regulations
★ Higher productivity
★ Enhanced market image
★ Elimination of defects and waste
★ Reduced costs and better cost management
★ Higher profitability
★ Improved customer focus and satisfaction
★ Increased customer loyalty and retention
★ Increased job security
Istiaque Ahmed
17 MGT 030
 Pizza Hut’s Total quality
Management Strategies
CHAMPS

● Cleanliness
● Handling the customers
● Hospitality
● Accuracy Maintenance
● Products
● Service
 Customer Service System and
Quality control

● Preparations
● Make table
● Make Table Standards
● Cut Table
● Dispatching
Training the employee to improve the
quality

● The first type is the initial three day training

● The second type of training is the monthly training sessions
Sourov Sadhu
17 MGT 032
 Total quality management and
working to satisfy customers.
● Customer satisfaction is proof of successful TQM implementation.
● Quality is defined from customer's perspective.
● Their main quote: "Customer are the reason that we are here."
● the secret ingredient.
No customers
No Pizzas
● The 5 secret principles:
● Employees are our secret ingredients.
● Show your "care".
● Say "yes" to customers
● Satisfied, capable teams create satisfied customers.
● Satisfied customers create profit and growth
 Total quality management and
working to satisfy customers.
● Its all about you and all about customers i.e. customer creation and customer retention
through customer satisfaction, its all about team spirit, team spirit in order to attain good
results.
● TELEPHONE CALLS
● CUSTOMER FOCUS
● BELIEF IN PEOPLE
● RECOGNITION
● COACHIONG AND SUPPORT
● ACCOUNTABILITY
● EXCELLENCE
● POSITIVE ENERGY
● TEAM WORK
 Total quality management and
working to satisfy customers.
HANDLING CUSTOMERS"

● Solve problem before it actually becomes a complaint.

● Never argue with the customer
● Never blame any other crew member
● Treat the customer, as you want to be treated.
● Thank the customer.
Total quality Management and
Continuous Improvement.
● It’s never ending improvement.
● PDSA cycle
Fathema Tujjohora
17 MGT 028
Total Quality management and competitive
advantages of Pizza Hut Company in
Bangladesh

● With changing times, the needs of consumers have also changed

● with pizzas evolving from being just a special occasion treat to an everyday home meal
replacement
● customers are at the centre of everything they do.
● Pizza hut the primary buyers are middle class consumers, ages 20 to 35
● They want to reasonable price with better pizza but do not want to invest in expensively.
● They want to buy a better pizza produced by a name they can trust.
● In Bangladesh Pizza hut and dominos pizza both are the market leader.
● Have to take some of the activities that can differenciate them from competitors in
Bangladesh Such as-
1. Product Differentiation
2. Service Differentiation.
3. People Differentiation.
4. Image Differentiation

● Choosing the Right Competitive Advantage:

1. Important
2. Distinctive:
3. Superior.
4. Pre-emptive.
5. Profitable.
Quality assurance system of Pizza Hut in
Bangladesh
● The quality of Pizza Hut’s ingredients and final products are guaranteed through their
quality assurance department
● which works with the restaurant operations department.
● To monitor and apply the standards the company sets for their locations.
● Pizza Hut’s main ingredients are sourced from HACCP certified suppliers (YUM!,
2008).
● Every year, a team from abroad and a team from Pizza Hut carry out an official audit
● To check that each supplier in Bangladesh conforms to the proper procedures and
HAACP specifications.
● The final products are checked by the four regional directors on a daily basis and by the
quality assurance department.
● Every member of the staff is trained to be able to give their customers the finest quality
product.
● To ensure health, safety, and operating standards all of the Pizza Hut restaurant locations
in Bangladesh are checked on a timely basis by the quality assurance department
● Uses check sheets at their restaurant locations, which help in making sure that each
employee is maintaining the standards set by certain agencies.
● Must know the eight major food allergens and the common symptoms that would be
associated with an allergic reaction.
● Another main component of their quality control is communication between the
company and its customers.