Please comment on two of your fellow students responses. if you agree or disagree, please explain why.

Ja response 1

To begin, the role of total quality management (TQM) is a management technique that encourages managers to look with a critical eye at processes used to deliver products and services. (Bardi 91); this means asking questions such as why do customers complain in line to check out? and what the manager can do to deliver their services in a more effective way. Because of the complex process from start to end of delivering services, effective communication is key and when it is utilize well, it will provide favorable results.

Example 1: two employees focus on taking customers orders while the other two employees package and put in orders.

Example 2: many customers have complained that they keep on bumping into employees in a tight spaced hot pot restaurant. Because of this, the manager have noticed that the facility was over staffed and too many employees are wondering around. Moving forward the restaurant decided to reorganize the employee schedules.

Lin respond 2:

The role of Total quality management is a management technique that encourages managers to look with a critical eye at processes used to deliver products and services. The most important aspect of total quality management in the hotel industry context is the interaction between front-line employees and supervisors. Total quality management in a hotel is that the management team will always go above and beyond to provide excellent services and keep customers happy throughout their stay.