tqm

EMPLOYEE TRAINING & DEVELOPMENT

MR.NADEEM AKHTAR

INTRODUCTION

ser.en.dip.i.ty (n)Ritz-Carlton was founded in 1898.The president and COO of Ritz-Carlton is Horst Schulze.The Vice President of HR is Leonardo inghilleri.The vice president of Quality is Patrick Mene.The General Manager( Washington D.C.) is James McBride.Ritz Carlton is one of the luxury hotel chains in the world.It has 71 owned locations and operating in 23 countries.It has 32,000 well trained employees base.It is the only company to win two Malcolm Baldrige National Quality Awards (1992 and 1999).In an independent survey, 99% of customer said that they are satisfied with the hotel service and 80% are extremely satisfied.The main competitors of Ritz-Carlton is Four seasons, Hong Kong, Shanghai Hotels, Resort Worldwide, Limited and Starwood.

INTRODUCTION CONT’

What do you think about the core problems of the

Gillette?

PROBLEMS !

PROBLEMS

Before TQM:•They were not accustomed to teamwork.(They are not able to solve the problems alone).•They were fighting for their own interest.•Missing the support of all of this operating committee. •Increasing participation.•They didn't understood how work costs other areas.

After TQM:One to one contract approach.

CORE PROBLEMS:•Expected increase in competition.

Q2: Do you agree that they should have the same

quality system everywhere? Why and how? If not, then

why and why not?

ANSWER•Direction to work as a whole to enhance the efficiency everywhere.•It eliminates the usual departmental barriers and selfish attitudes.•It helps the team achieve its objective with recognition of their empowerment because culture of environment demands significant changes from traditional leadership style. •Focused on customer satisfaction both internal and external. •It helps to increase the market share for Argentina, continuous improvement, open mindedness to change, and working as a team.•Getting full management support •Increasing participation•Execution of objectives with the sense of urgency•Sustaining momentum •Increase market share•Awarded quality stars and performances appraisals for the employees to encourage them to work hard for the betterment of the team work of quality system.

CONCLUSION

TQM leads them towards the alignment of their task by continuingly improving themselves through different quality programs and to motivate them to work as a whole.

CONCLUSION

Embrace change, embrace serendipity THANK YOU !!!!!!!