You are the manager of a local pizzeria that has both sit-down service and delivery service. Describe at least three TQM techniques and explain how the pizzeriea might implement each.
What will be an ideal response?
The TQM techniques described in the text are:
Benchmarking: learning from the best performers.
Outsourcing: let outsiders handle it.
ISO 9000 & 14000: meeting standards of independent auditors while maintaining standards for environmental performance.
Reduced cycle time: increasing the speed of work processes by reducing the number of steps in a work process.
Statistical process control: taking periodic random samples to see if quality is being maintained within a standard range of acceptability.
Six Sigma and Lean Six Sigma: data-driven ways to eliminate defects in manufacturing and service-related processes.
Students should provide an example of how the pizzeria would implement three of these techniques.
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