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TQM

The hostess's actions were not consistent with a customer-focused philosophy. She should have taken responsibility for losing the family's reservation rather than making them wait. A customer-focused approach requires understanding customers' needs and providing excellent service. The fact that the hotel manager did not personally respond to the customer's complaint shows a lack of respect and responsibility. As a leader, the manager should have ensured continuous improvement by directly addressing customer issues.

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526 views4 pages

TQM

The hostess's actions were not consistent with a customer-focused philosophy. She should have taken responsibility for losing the family's reservation rather than making them wait. A customer-focused approach requires understanding customers' needs and providing excellent service. The fact that the hotel manager did not personally respond to the customer's complaint shows a lack of respect and responsibility. As a leader, the manager should have ensured continuous improvement by directly addressing customer issues.

Uploaded by

Daniella
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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1.

Were the hostess’s actions consistent with a customer-focused quality


philosophy? What might she have done differently?

The hostess’s action is not consistent with the customers-focused quality


philosophy because she must take the full responsibility to the lost reservation of
the family. Being customer-focused means keeping the customer in mind for
every business decision you make but it’s more than just thinking about the
customer, it’s about truly getting inside the customer’s mind, finding out what
they expect from their experiences with your company. Without this level of
understanding, your business is more than likely to miss the mark in your
interactions with customers, you have to value each person who will support
your business because it will become your most powerful weapon against your
competitors if you know how to value and treat them right. The hostess’s action
can be like this, she would have taken ownership for the negligence in losing the
reservation rather than keep them waiting to let other parties be settled before
them, they should have been seated at their scheduled time and the manager
should do his obligations and duties to juggle late arrivals of guests or set- up
additional seats and tables if they needed to in order to accommodate all the
guests.

The benefits to adopting a customer-focused philosophy go beyond simple


statements of becoming more successful. The customer-focused strategy can
save your company money. After all, retaining current customers is much less
expensive than working to gain new customers. Focusing on customers can also
lead to new product development and different business strategies or ways on
how to improve the product or services they are currently offering. By getting to
know your customers, you understand what they want, which could include new
products, services, and ways to managing your company. Every customer can
serve as their own private focus group that can give you valuable insights in how
your business can be operate.
To take a customer-focused approach companies have to develop ways to
“hear” what clients are saying and to act quickly upon that information. The
company’s management has to stay flexible to these demands, in order to follow
the trends. On the other hand, some companies can also anticipate to customer’s
needs, by enhancing the current state of the products and services available,
therefore being at the vanguard of the competitive environment. Most successful
companies act this way, to keep customers amazed and expectant.
2. How would you have reacted to the letter that Mark received? Could the
Total Quality Lead have responded differently? What does the fact that the
hotel manager did not personally respond to the customer tell you?

Upon receiving the letter from the management, you could have taken the
letter into two different perspectives also in a different ways on how to deal and
handles the situation. First, they are trying to passive your feelings or thoughts
upon the loss reservation by sending an email to you stating some information or
even facts from there phone directory or history that you don’t have a reservation
to their restaurant and the hostess is correct in how she handled the situation
since you don’t have a reservation. On the other hand, you could have read the
letter and even though they validated and responded to your concerns you can
still feel some pain or disappointment on how they treated you and your family
even if they stated that they will continuously striving to give the best service
they can to their customers.

Could the Total Quality Lead have responded differently? It will still
depends on how Mark will react after he read the letter from the management but
it is a nice way to give back to their mistake by giving some free meal to Mark or
just by sending some treats to his family. The management can also offered Mark
to speak to the hostess on how she handled the situation, they could have them
for a meal or for time spent waiting for the meal.

What does the fact that the hotel manager did not personally respond to
the customer tell you? Personally, I must say that it is very disrespectful because
I am complaining about your staff’s performance that merely became your
responsibility to keep your staffs and facility on your eye. It is disappointing to
Mark because he trusted your restaurant to be their place to celebrate as a family
yet they have to experience that situation. It is very hard to wait especially if you
are with your children because they are tend to lose their patience and began to
run or start their tantrums scenario that can ruin the whole family’s mood and
lose their appetite. Continuous improvement means continuous change. In order
to ensure continuous improvement, leader must be able to develop a corporate
culture which facilitates continuous change. Total quality leadership is the ability
to inspire organizational people to make a total, willing, and voluntary
commitment to continuously improve work processes, systems and procedures
to achieve and maintain corporate excellence.” It is about applying the principles
of leadership in such a way as to continually improve work methods and
processes. Leadership for quality is based on the philosophy that continually
improving work methods and processes will, in turn, improve quality, cost,
productivity, and return on investment. In a competitive and rapidly changing
marketplace, companies are constantly involved in the development of strategies
for keeping up, staying ahead, and/or setting new directions. Initiating and
managing change has become one of the core tasks of the leader’s job. Leader is
a person who exhibits the leadership characteristics necessary to play a positive,
facilitating role in helping workers and organizations successfully adopt to
change on a continual basis. Things are changing. It is a different ball-game now.
And the simple management won’t work. If leaders try to manage change the
same way as they have managed a stable routine situation, they are going to have
real problems.

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