Total Quality Management

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Total quality management is something many companies strive to attain. In this essay I will be defining total quality management, describing the ten Core Concepts and their relevance to the Ritz-Carlton Hotel Company, as well as confer the advantages of perpetual improvement in Total Quality Management. In order to fully understand these principles it is necessary to gain comprehension through defining Total Quality Management. "Total Quality Management (TQM) is a comprehensive and structured approach to organisational management that seeks to improve the quality of products and services through ongoing refinements in response to continuous feedback.

The logic behind TQM is intuitively simple--if the entire organisation is dedicated
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When the guest makes a future reservation, staffs are able to access the records of the guest in the system and take note of any special events that happened during the previous visits of the guest and take actions to ensure that the guest is accorded a flawless stay. In addition, a “Guardian Angel’ is assigned to the guest, where the Guardian Angel takes ownership of the guest’s stay, from arrival to departure to ensure that the guest’s stay is flawless and that the same problem does not happen again.

Leadership is a key element in successful implementation of TQM, with a preferred leadership style of a participative one, so that staff may be involved in the design of the specific system elements and for managers to be influential role models.

Leadership is lifting a person's vision to higher sights, raising a person's performance to a higher standard, building a personality beyond its normal limitation.
- Peter Drucker

To evaluate and improve personal leadership and involvement at The Ritz-Carlton Hotel Company, Senior Management circulates the employee satisfaction survey to obtain feedback from employees on their views of senior Leadership Management. Questions asked in the survey include: To what extent are the organisation’s values supported by the actions of the Senior Management Team. The Senior Management Team also established certain

measurements to evaluate and improve the
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