Total Quality Management

587 Words Jan 22nd, 2014 3 Pages
Chick-fil-A’s Total Quality Management
Discussion Board Forum 1
Kelsey Nelson
BUSI 601-B06 Accounting for Decision Making
Dr. Self
19 January 2014

Chick-fil-A is part of the fast food industry and began distinguishing itself from its competitors through the use of Total Quality Management (TQM). TQM is a positive force which can help Chick-fil-A achieve its critical success factors (CSFs).
In comparison to competitors, Chick-fil-A distinguishes itself through its Christian, corporate purpose, “To glorify god by being a faithful steward to all which is entrusted to us. To have a positive influence on all who come in contact with Chick-fil-A” (Chick-fil-A, 2014 (a)). Chick-fil-A is closed for business every Sunday to allow
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Chick-fil-A shows its dedication to TQM by implementing quality beyond the food. The environment Chick-fil-A provides is family friendly as shown by Chick-fil-A’s providing crayons and Cheerios for free to its customers. This allows families to feed even the youngest of children and entertain children of all ages. Children can be entertained in the playground area and by coloring at the table so parents can relax and enjoy a meal. This returns to the quality of life that Chick-fil-A wants, not for its employees this time, but for its customers. This all goes to show how “Chick-fil-A exemplified the ‘dare to be different’ principle” (Berry, 2000, p. 131).

Berry, L. L. (2000). Cultivating service brand equity. Journal of the Academy of Marketing Science, 28(1), 128-137. Retrieved from Chick-fil-A. (2014). Our giving tradition. Retrieved from
Chick-fil-A. (2014). Why we're closed on sundays. Retrieved from
Dayton, L. (1999). Critical success factors in total quality management systems: A practitioner-based study of united states quality programs. (Doctoral dissertation, University of Sarasota)Retrieved from
Karuppusami, G., & Gandhinathan, R. (2006). Pareto analysis of critical success factors

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