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Introduction In this assignment I choose Total Quality Management (TQM) to compare, Four Seasons and Tea & Sympathy, these two cases to represent what them different approaches to quality to supply to customer. According to Mihaela L. Kelemen(2003), “The Definition of Total Quality Management is a philosophy and practice of management which aims to satisfy the customers by means of employee involvement, consistent leadership and continuous improvement.” Employee’s involvement alternate with cust
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  Introduction   In this assignment I choose Total Quality Management (TQM) to compare,Four Seasons and Tea & Sympathy, these two cases to represent what themdifferent approaches to quality to supply to customer. According to Mihaela L.Kelemen( 2003), “The Definition of Total Quality Management is a philosophy and practice of management which aims to satisfy the customers by means of employee involvement, consistent leadership and continuous improvement.”Employee’s involvement alternate with cus tomer, can impact customer makingdecision and actions under in merchandise. Consistent leadership is how tomanage corporation or company as long as in the future. Last is continuousimprovement, definition in this guideline is improved and innovate service,product or advanced technology to support in one corporation to survival andgrowth in business world. So, I now show it out Four Season Hotel and Tea &Sympathy adoption the above attitude to comparison both them how to managetheir total quality management. (http://www.johnstark.com/fwtqm.html)  In the Four Seasons, they are using TQM in servicer is hospitality line andas an international luxury hotel management company, they have improved thehotel service for all the time. Four season hotel also to upgrade all the time and maintain Management Company. Hotel chain and large corporate company’s Four Seasons Hotel, they are easier to extend the business around in the world.And they have other outsider partner to investment in this company. MajorityFour Seasons hotels and resorts most will build up the area is nearby the beach,lakeside or tourist destination, that is will be a good impression and nice placewhile the customer first step into hotel. And the other site, they also make guesthave a enjoying, comfortable, relaxing, and luxury environment hotel.(http://www.fourseasons.com)  Tea & Sympathy, they are using main catering line to server customer,and them also using little hospitality to manage this company. Tea and Sympathyare less to improvement and innovation the service for all the time. And they café shop don’t have to extending the restaurant chain for around any area. Tea and  Sympathy not same with Four Season Hotel is a large company; it is smallbusiness in the British village, no any share partner, just sole proprietorship. Teaand Sympathy is build up the area is in the town British village, cause that easierto do the business. And will absorb a lot of customer to step enter the restaurant.Tea and Sympathy like village styles are give customer have a comfortable feels,enjoying while step enter to the café.(http://www.teaandsympathy.com/home.php)   Different Approaches to Quality with Total Quality Managementcompare with Four Seasons Hotel and Tea & Sympathy Two Aspects of TQMHard Approach Hakes, C, (1991) stated that “The hard approach emphasizes continuousimprovement by the use of statistical methods and associated with early gurus’work, its aim being to improve productivity and profits.” A company emphasizes to continuous improvement their product and service in the future. Why acompany must always to improvement productive and profits? Because, theyhope can get more benefits, so that, increase productivity or improve productfunctions or service, thus, product and service are after improvement, will give tocustomer more benefit and a company also gain the more profits from customerbuy.What a Four Seasons to improvement productivity and benefits? FourSeasons are improvement hotel rooms or resorts inside facility or outdoor facility,can giving customers feel enter luxury place and enjoy luxury services. Utilizeluxury productivity and service to attract customer can make Four Seasons gainmore benefits and Four Seasons automatically upgrade fame and ranking ineconomy world.(http://www.fourseasons.com/about_four_seasons/service-culture/ ) Tea & Sympathy are improvement productivity and a benefit is improvingor provides new cuisine and beverages to customer. Tea & Sympathy wishcooking the delicious food giving to customer, and getting customer recognition.Thus, hope customers will return back this restaurant café in next time.(http://www.teaandsympathynewyork.com/store.php)  These two companies same similar, always to providing new brand ofproduct or service, or improve product and service to making company earnmore profits and can obtain customer recognition.  Soft Approach Mukherjee , P.N., (2008) stated that “the soft approach focuses on leadership, employee involvement and cultural change. The approach waspopularized by the late wave of America gurus and its aim is to create a strongorganizational culture aligned to the demand of the customer.” The definition the soft approach is emphasizing the management of top management or humanresources department in the organization, particular emphasis to changecompany culture. In total quality management, human resource implication of theemployees taking greater responsibility for quality, for example, increasingempowerment skill. Thus, in an organization all teammate must team workingprinciple of the introduction.The culture of Four Seasons Company is luxury style. Four Seasons haveusing superior design and finish to support them with a deeply instilled ethic ofpersonal service. Since, they want have a luxury temperament around tocustomer, giving customer this hospitality lines are luxury when them enter hotelsor resorts.(http://www.fourseasons.com/about_four_seasons/service-culture/ )  The culture of Tea & Sympathy restuarant café is retro style. Therestuarant café interior design is using British classical and all appliances areBritish brand. This restaurant used classical style, since they are wanted attractcustomer to enter this restaurant. Some customer are love classical restaurant,cause they seek feeling back to the past restaurant.   (http://www.teaandsympathy.com/home.php)  Four Seasons and Tea & Sympathy, their two companies used differentculture to business, one is use luxurious and another one is use classical.Different culture, automatically the service will differentiate.
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