Natalie and Vinnie own the Russian River Brewing Company, a craft brewer and taproom in Northern California. What actions could the partners take to realize full value from TQM or Six Sigma initiatives and promote a culture of operating excellence?
What will be an ideal response?
The owners/operators of the Russian River Brewing Company can take the following action steps to realize full value from TQM or Six Sigma initiatives and promote a culture of operating excellence:
1. Demonstrating visible, unequivocal, and unyielding commitment to total quality and continuous improvement, including specifying measurable objectives for increasing quality of their beers and service operations and making continual progress.
2. Nudging brewery and taproom staff toward quality-supportive behaviors.
3. Empowering employees so that authority for delivering great service or improving products is in the hands of the doers rather than the overseers-improving quality has to be seen as part of everyone's job.
4. Using online systems to provide all relevant parties with the latest best practices, thereby speeding the diffusion and adoption of best practices throughout the organization. Online systems can also allow company personnel to exchange data and opinions about how to upgrade the prevailing best-in-company practices.
5. Emphasizing that the performance metrics of the Russian River Brewing Company can and must be improved, because local, regional, and national craft brewing competitors are not resting on their laurels and customers are always looking for something better.
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What will be an ideal response?
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