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Total Quality Management - A Case Study of a Quality Award Winning Organization

Seminar paper from the year 2003 in the subject Business economics - Business Management, Corporate Governance, University of Phoenix, 20 entries in the bibliography, language: English, abstract: In today's society, consumers are often seen more as numbers than actual people. Customer service is talked about frequently, but rarely delivered upon. Customer's requests or needs that go beyond what employees typically experience often fall upon the deaf ears of apathetic employees. Complaints are often handled equally as careless. One company, however, has a reputation for being different - Ritz-Carlton Hotels. The corporation's commitment to customer satisfaction and guest services is apparent in every facet of their business. It is an employee's duty to go above and beyond the call of duty with each and every customer they service. This two-time winner of the prestigious Malcolm Baldridge Quality Award has truly taken customer service to a level head and shoulders above their competition. This superior level of service did not simply happen by chance, however. The Ritz-Carlton organization has molded their employees into superior service providers with a variety of intensive trainings, merit-based appraisal systems, and continuous reinforcement of the company's commitment to these 'Gold Standards'. This commitment by both the organization and each and every team member has allowed Ritz-Carlton to take the theory that 'the customer is always right' and evolve it into the ultimate customer service experience that is the cornerstone of their success. In addition, by using Total Quality Management (TQM), Ritz-Carlton Hotel Company has not only been able to maintain superior customer service, but drive significant and sustainable change. This adaptability, while still maintaining the highest levels of quality, has propelled Ritz-Carlton to the forefront of its industry.

Seminar paper from the year 2003 in the subject Business economics - Business Management, Corporate Governance, University of Phoenix, 20 entries in the bibliography, language: English, abstract: In today's society, consumers are often seen ...

Implementing Total Quality Management (TQM) - The Issue of National Culture

Master's Thesis from the year 2003 in the subject Business economics - Business Management, Corporate Governance, grade: 70%, University of East London (East London Business School), course: Master of Business Administration, 112 entries in the bibliography, language: English, abstract: Total Quality Management has worked in Japan, so why shouldn't it work in the USA, Europe or Africa? This is a very popular statement amongst many multinational companies when they want to implement quality strategies in different countries. They usually ignore the importance of culture and its impact on transplanting quality strategies that has been successful in one cultural set up. This is one of the main reasons why TQM has not worked in many countries. The compatibility of TQM with different cultures should always be reviewed since work ethics for instance in Ghana is different from that in Japan. Culture reflects the way of life, values, and beliefs of a society and as such very difficult to change but rather can be slightly modified through education and training to adapt to certain quality management strategies. This claim of the impact of national culture, on the successful TQM implementation across national boundaries forms the basis of this management report. In this report therefore, literature on both TQM and culture will be critically discussed in the first two chapters. The third chapter will critically analyze the literature on the impact of culture in the successful implementation of TQM across different countries. Chapter four will analyze the managerial implications and finally a conclusion and recommendation will be drawn. [...]

Total Quality Management has worked in Japan, so why wouldn't it work in the
USA, Europe or Africa? This is a very popular statement amongst many
multinational companies when they want to implement quality strategies in
different ...

Final Strategic Plan - Underwater Turbine Induction System

Essay from the year 2009 in the subject Business economics - Company formation, Business Plans, grade: 100.00, University of Phoenix, course: BUS 475 Integrated Business Topics, language: English, abstract: Final Strategic Plan: Underwater Turbine Induction System Many organizations have a plan or a piece of a plan. But only a few organizations have a thoroughly developed strategic plan. Strategic planning is a process that has a beginning and no ending. Beginning with the formation of a mission and core values statement, the process continues with the development of a vision statement, long-term objectives, SWOTT analysis, strategies, and short-term objectives. Several behavioral effects of strategic management improve the organizations welfare such as strategy formulation that assist the organization's ability to prevent problems, group-based strategic decisions draw the best alternative choices, the involvement of employees in strategy formulation improves the productivity-reward relationship, which heightens their motivation. In addition, the reduction of breaks and double work in activities among individuals and groups results from strategy formulation which clarifies differences in roles and assists in reduced resistance to change. Pearce and Robinson (2004) comment "A strategy reflects a company's awareness of how, when, and where it should compete; against whom it should compete; and for what purpose it should compete" (p. 4, para. 4). Importance of Strategic Planning and Management in the Business Environment The business I want to start is a green eco-friendly organization that designs and builds water turbine induction systems for power creation and water desalination for the United States coastal regions. However, starting a business is a challenge. Without proper procedures and guidelines, a new business owner cannot identify and maintain a game plan to success. Creating a rough outline or game plan by the issuing of a mission statemen

... of long-term objectives and grand strategi es, 8) Implem ent the strategic
choices by m eans of budgeted re source allocations in which th e matching of
tasks, people, structures, technologies, and em phasizing rew ard system s, 9)
Evaluate ...

Prevailing Schools of Thought in the PR China and Their Effects on Economic and Social Acting of Humans Today

Seminar paper from the year 2008 in the subject Business economics - Economic Policy, grade: 1,3, University of Applied Sciences Berlin, course: International Management, 22 entries in the bibliography, language: English, abstract: One of the most discussed topics of the past years in the economy-related press was the economic and political development of the People's Republic of China. A daily paper without reference to China is hardly conceivable today. Average economic growth rates within the two digit range over the past 30 years, an enormous market with more than 1.3 billion people and economically backward areas woke the pioneer spirit of western gold diggers. The Chinese population is by far bigger than those of the European Union, the United States, Australia and Canada together. In addition to this it comes that China was up to 30 years ago not only ruled by communism, but also robbed of its thousands of years-old traditions by the maoistic Cultural Revolution. The question is how it was possible that this country could ascend in such a short time to one of the most successful economies in the world. That a certain cultural value system or ethics is a fundamental basis for the economic acting of a nation was already determined by Adam Smith in his work "An Inquiry into the Nature and Causes of the Wealth of Nations."1 Max Weber also built up on this realization (see chapter two). The following work would like to approach this phenomenom from the cultural point of view and follow the question, which cultural bases rule in the Chinese society. This should be tried by a short representation of the most important schools of thought in China, which cannot happen finally because of the compendiousness of the work. Rather it should be understood as a suggestion for thinking about Chinese culture and its differences. Also this work will not take culture-theoretical factors as a basis for analysis. Rather it is to be tried to represent the most important differenc

Rather it should be understood as a suggestion for thinking about Chinese culture and its differences. Also this work will not take culture-theoretical factors as a basis for analysis.

Das Portofolio im Rahmen der Zusatzqualifizierung von Lehrkräften im Bereich Deutsch als Zweitsprache

Studienarbeit aus dem Jahr 2012 im Fachbereich Deutsch - Deutsch als Fremdsprache / Zweitsprache, Note: Bestanden, , Veranstaltung: Zusatzqualifizierung von Lehrkräften im Bereich Deutsch als Zweitsprache, Sprache: Deutsch, Abstract: Das Portofolio wurde im Rahmen einer Zusatzqualifizierung von Lehrkräften im Bereich Deutsch als Zweitsprache an der Friedländer Schule in Berlin ausgefertigt. Es umfasst die Unterrichtsfeinplanung zum Thema ,,Krankheit/Gesundheit" in einem Integrationskurs und Analyse des Lehrwerkes ,,Themen neu" unter dem Aspekt des handlungsorientierten Lernens. Die Arbeit wurde angenommen und am 24.07.2012 erfolgte die Zulassung zur Lehrtätigkeit in Integrationskursen.

Studienarbeit aus dem Jahr 2012 im Fachbereich Deutsch - Deutsch als Fremdsprache / Zweitsprache, Note: Bestanden, , Veranstaltung: Zusatzqualifizierung von Lehrkräften im Bereich Deutsch als Zweitsprache, Sprache: Deutsch, Abstract: Das ...

Improving Advertisement Efficiency with Information Systems Design

This report has been created to successfully analyse a business problem and create the idea for an information system solution to that problem. The business problem chosen is that advertising for businesses is currently ineffective and could be improved thoroughly. Interactive advertising can successfully improve business advertising and therefore the design of ContAD was created. The idea of ContAD was created for users to connect with the content of business advertisements. ContAD is an interactive advertisement system consisting of a variety of interactive advertising nodes, demonstrated by Figure 5. The advertising nodes are a user-friendly and interactive way of allowing customers to view and search through store deals and advertisements. The interactive advertising nodes consist of a touch screen that provides advertisements of the nearby shop deals. If a user likes a deal the advertising node can provide the user with a direct map to the store, and similar stores on that route. The system is needed because it will successfully improve the business problem that is ineffective advertising. Throughout this report a number of areas will be covered consisting of: the different types of methodologies but more specifically the chosen waterfall methdology. The design of the project, the team member roles and the project and team dynamics. The information system, the theory regarding the need for the system, the basic idea of the system, the conceptual design of the system and finally a user guide for the system.

This report has been created to successfully analyse a business problem and create the idea for an information system solution to that problem.

A basic strategy for intranet/internet technology

The secondary school UniSec is going to upgrade its network on campus. With 1500 students enrolled and a total of 225 computers, the school recognises the need for the appliance of an appropriate Intranet and Internet technology. The current situation at the school shows already existing facilities that could be of use for a new implementation or an upgrade: There are six computer labs of both Macintosh and PC computers, which run either on MacOS 8 or Windows 98. The computers share a peer-to-peer Ethernet network for file sharing whereas no servers are involved that could establish print and file sharing facilities for the students. Microsoft products are installed on the students′ computers. Furthermore there are 25 PC computers running on a Windows 98 platform for administrative purposes. Their interconnection bases on a client-server model that allows the staff to share printers and files. The server is NT-based. Within that network there is a human resource application that is running on a MS SQL-Server platform, which is located on the only server at school. In addition the staff uses the accounting application MYOB, that is running only on the PC based hosts.

The secondary school UniSec is going to upgrade its network on campus.

Electronic Marketing Plan for the International Office, SCU

The Internet has changed the way the world disseminates information since the introduction of the World Wide Web (WWW) in 1995. It became a global medium for the distribution and exchange of information among the users. Especially for Universities, competing for attention of international students, it is a crucial tool to reflect their programs and services offered in a highly competitive environment of thousands of Universities worldwide. As prospective students tend to inform themselves primarily over the Internet, the quality of the presentation in combination with different techniques and technologies determines the success or failure of getting international students. This report presents an Internet Marketing Plan for improving the existing website of the International Office, Southern Cross University (SCU), Lismore, New South Wales, Australia. The International Office’s website’s objective is to reflect their services and the programs offered by the SCU in the best way. As the environmental analysis shows, they are acting in a highly competitive environment with 47 Australian institutions for higher education with an increasing demand on the part of international students, representing an increase of 17.5 percent in 2001 with increasing tendency since 1992. A reason for this is that study abroad experience is nowadays a “required” experience for a successful career. The SWOT analysis shows, that the website is not using their whole competencies as the information displayed does not take into consideration the needs of international students. Additional lacking or not updated information confuses and often frustrates the International Offices target market: The potential international student. Therefore, objectives are to improve the website and to increase enrolments of international students at SCU from 7 per cent up to 10 per cent in 2005. Underlying goals for those objectives are to create a more informative and importantly up to date site, to offer a forum for feedback from students, as well as a system for identifying how often the site is used and to reinforce corporate identity with the SCU homepage. The improved site will service students throughout their experience with the University, developing a long-term relationship with the office staff, students, and prospective Universities.

A reason for this is that study abroad experience is nowadays a “required” experience for a successful career.