over 17 years the business had grown from a one man operating shop in his garage
ID: 393751 • Letter: O
Question
over 17 years the business had grown from a one man operating shop in his garage to a 38 employee television repair staff that was dispatched to customers by two way truck radio over the years the time between a customers call and the television repairman getting to the home had increased to about two days because the repairmen were taking longer with each call call backs having to rerepair equipment are up significantly marvin wasnt sure but he thought some of his customers were going elsewhere for service. can marvin use TQM to develop a competitive edge? If so what would you recommend he do?
Explanation / Answer
Yes, Marvin should definitely use TQM to develop a competetive edge to improve company's repair service quality otherwise he may suffer from business loss. He should analyse the key parameters like how much time it takes to repair, what are the numbers for re-repairs, type of complaints received etc. he should also try to reward employees with good performance and involving them in the initiatives of quality improvements.
Related Questions
Navigate
Integrity-first tutoring: explanations and feedback only — we do not complete graded work. Learn more.