STUDENT NUMBER

Quality at the Four Season Canary Wharf

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Word Count: (2687)

Quality at the Four Season Canary Wharf

Introduction

The case is about Total Quality Management strategies applied by Four Season Canary Wharf and how they look to keep on improving their service and product quality to gain the competitive advantage in a very saturated and competitive industry. Moreover, the report gives a some insights into the TQM strategies that can be applied by Four Season Canary Wharf to further increase their service quality.

(a). The idea of quality is at the heart of many of our concepts about efficient management and leadership, and strategies like Total Quality Management and Six Sigma have been at the center of many companies' achievements. We know now that quality needs to be designed into every stage of an organization, and become part of everything the organization does. From responding to a phone call to building items and providing the end client, quality is key to business achievements. This idea is very much a part of contemporary management viewpoint. But where did this idea originate? We owe this major considering to Dr. W. Edwards Deming. A statistician who went to Japan to help with the census after World War II, Deming also taught statistical procedures to management of popular Japanese companies (Deming, 1986). His idea was this: By enhancing quality, organizations will reduce costs as well as improve efficiency and business. This idea was postulated by Deming in his book the 'Out of the Crisis' postulated into 14 points.

By using Deming's 14 points Four Seasons, Canary Wharf can achieve many of its quality goals. For Four Seasons, Canary Wharf the most important points among Deming's 14 points are 'Institute training on the job', which is one of the most important way that Four Seasons, Canary Wharf can expect to increase their quality since they are in the service industry and are constantly dealing with new people and clients every day. This requires that their human resource is well trained and educated to handle the needs of their guests in the most effective manner. The primary focus here should be the operating staff since they are the ones that are directly dealing with guests on a daily basis and are the ones that cater to every need of their guests.

Moving on, Four Seasons, Canary Wharf management should look to 'drive out fear' from their human resource so that they can take up responsibility and actively engage without any supervision to the individual needs of every guest. If the staff at Four Seasons, Canary Wharf is under fear of the management they will not be able to make timely and effective decision when the situation arises, leading to customer complaints against the service quality of the Four Seasons, Canary Wharf.

Moreover, Four Seasons, Canary Wharf should look to 'Break down barriers between departments' so that the whole organization can work hand in hand to achieve organizational goals and provide the best services to its guests. If the departments do ...