Total Quality Business Model

Full Answer Section

Areas for Consideration:

• Workforce Management: While cross-training managers is beneficial, consider extending it to some hourly employees for flexibility and coverage. Self-directed training can be effective, but provide clear guidance and support to avoid confusion.
• Performance Management: Consider including specific and measurable objectives in performance appraisals for better evaluation and goal setting. Regular feedback beyond formal reviews can further enhance performance.
• Process Management: The provided excerpt lacks details on process management. Consider incorporating standardized processes for food preparation, service, and quality control to ensure consistency and efficiency.

Overall:

Rob and Diane's business model demonstrates a good understanding of Total Quality principles. Their focus on customer satisfaction, employee engagement, and continuous improvement lays a strong foundation for success. However, further developing aspects like workforce management, performance evaluation, and process management would solidify their TQ approach and enhance long-term sustainability.

Additional Notes:

• This analysis is based on the provided information about customer engagement, leadership, and workforce management. It would be beneficial to review the missing section on process management for a more comprehensive evaluation.
• Consider including specific examples of how they plan to implement their TQ initiatives for a richer understanding of their approach.

Sample Solution

Analysis of Rob and Diane's TQ-Focused Business Model:

Strengths:

• Customer Focus: Their emphasis on exceeding customer expectations through various initiatives like moment-of-truth training, complaint resolution, and mystery shoppers demonstrates a strong customer-centric approach.
• Leadership and Communication: The cascading leadership structure facilitates clear communication of the company vision and strategy down to all employees. The manager training and development program ensures alignment with strategic goals.
• Employee Engagement: Empowering employees to solve customer issues directly and offering stock options tied to performance fosters engagement and ownership.
• Continuous Improvement: Utilizing technology for tracking service times and complaints, along with regular manager meetings, creates a culture of continuous improvement.