Quality
Quality is the full features and characteristics of a product or service to satisfy
customer needs.
TQM
According to Griffin, TQM is a strategic commitment by top management to make
quality a guiding factor in everything. TQM also refers to creating an organizational culture
committed to continuously improving skills, teamwork, processes, product and service
quality, and customer satisfaction. In management, there are two TQM tools: fishbone and
benchmarking. In our company, we are applying Benchmarking as the tool of TQM.
Benchmarking
Benchmarking is the process of finding the best available product features, functions,
and services. Our restaurant uses them as a standard for improving The Hornbill's products
processes and services. There are three types of benchmarking: competitive benchmarking,
process benchmarking, and strategic benchmarking.
Types of benchmarking
a) Competitive benchmarking
Competitive benchmarking is studying the products, processes, or business
performance of competitors in the same industry in the aspects of pricing, quality and
technical features. In this regard, we are trying to look at what famous restaurants around us,
such as Lepau Restaurant, are doing to ensure that their restaurant has the highest restaurant
rating or is appreciated by the customer. From what we can compare, we can see that the
restaurant service is very friendly. They didn't want the customers to go hungry, so they didn't
make them wait any longer for their food. Workers also respect the customer's rights.
Furthermore, their food is delicious, and they make certain that the best quality ingredients
are used before serving the food to the customer. The price is affordable and well worth it for
the quality of the food. In addition to that, we would make some improvements to our
restaurant so that we could attract more customers, such as training our employees well so
that customers feel accepted and welcome when they come to eat in our restaurant and
serving the food as fast as possible and always with the best food service. We also need to
change the price to be accessible to any type of person who can eat in our restaurant.
Quality is the full features and characteristics of a product or service to satisfy
customer needs.
TQM
According to Griffin, TQM is a strategic commitment by top management to make
quality a guiding factor in everything. TQM also refers to creating an organizational culture
committed to continuously improving skills, teamwork, processes, product and service
quality, and customer satisfaction. In management, there are two TQM tools: fishbone and
benchmarking. In our company, we are applying Benchmarking as the tool of TQM.
Benchmarking
Benchmarking is the process of finding the best available product features, functions,
and services. Our restaurant uses them as a standard for improving The Hornbill's products
processes and services. There are three types of benchmarking: competitive benchmarking,
process benchmarking, and strategic benchmarking.
Types of benchmarking
a) Competitive benchmarking
Competitive benchmarking is studying the products, processes, or business
performance of competitors in the same industry in the aspects of pricing, quality and
technical features. In this regard, we are trying to look at what famous restaurants around us,
such as Lepau Restaurant, are doing to ensure that their restaurant has the highest restaurant
rating or is appreciated by the customer. From what we can compare, we can see that the
restaurant service is very friendly. They didn't want the customers to go hungry, so they didn't
make them wait any longer for their food. Workers also respect the customer's rights.
Furthermore, their food is delicious, and they make certain that the best quality ingredients
are used before serving the food to the customer. The price is affordable and well worth it for
the quality of the food. In addition to that, we would make some improvements to our
restaurant so that we could attract more customers, such as training our employees well so
that customers feel accepted and welcome when they come to eat in our restaurant and
serving the food as fast as possible and always with the best food service. We also need to
change the price to be accessible to any type of person who can eat in our restaurant.
