Total Quality Management

Total Quality Management
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Introduction
Six Sigma is similar to Total Quality management (TQM) as the approach seeks to assists organizations in accomplishing Total Quality. Both concepts focus on approaches to facilitate continuous quality improvement that is essential to the long-term success of an organization (Tennant, 2001). One of the major differences between TQM and Six Sigma is that Six Sigma is temporary and is meant to improve quality after identifying challenges that inhibit growth. The Six Sigma approach focuses on the changes, focuses on the processes through which the management by first defining, then measuring, analyzing, improving and controlling process performance (Voelkel, 2005). This paper focuses on the Total Quality Management Six Sigma, for fictional failing pizzeria
Customer satisfaction data 
Thank you customers for allowing us to serve you, kindly respond to the following questions.
DetailsAttributeYesNoProductDo you believe that the pizza have consistent quality319To what extent is the range of products good2911The products I purchase are standardized and free from defects355DeliveryIs the delivery on time and speedy2416Staff and serviceAre complaints well resolved 364Does the staff respond to enquiries337PriceAre you satisfied with prices being offered319
QM to identify the largest quality problem 
The largest problem appears to be the delivery time of the pizzas as per the customer specification. The survey showed that there was negative customer feedback on the time taken to deliver pizzas. Even though, the business integrated both delivery and purchase of pizzas at various outlets. Delivery is an option that has the potential to improve the business and attract more customers because of convenience and flexibility of the option. The management has taken note of negative feedback associated with unpunctual deliveries, as this impact negatively on customer satisfaction. Furthermore, it has been noted that lack of punctuality may result to lower number of customers as this will also lead to a fall in the revenue of the pizzeria. Hence, there was a need to come up with a team to focus on the issue, through investigation and ways to seek improvement.TQM practices do help to improve customer satisfaction, as enterprises focus on continuous improvement (Keng-Boon et al., 2011).
Even though, the management is well aware of the need to improve punctuality, there is a need to also focus on possible causes as this would make it easier to propose solutions. There is a positive association between performance profit, and punctuality in pizza delivery is a measure of performance. Despite attention paid to improving punctuality, it is necessary to improve service delivery through improvements as this will result to cost savings as well as better operational efficiency. Availability of delivery personnel, the traffic situation as well as their punctuality while traveling to deliver pizzas all influence the delivery time. Additionally, poor handling of orders results to late delivery of pizza, showing that the methods relied upon are equally important to improve pizza delivery. Indicators also show areas where individual improvement is critical to the success of the pizzeria, but other performance targets should also not be ignored. TQM tool to identify the root cause of problem 
The tree diagram is an appropriate tool to conceptualize the causes and effect of delays in pizza delivery (Tennant, 2001). The issue is two fold focusing on the time to deliver the pizzas as well as the time taken to prepare the pizzas. Pizzas to be delivered are pre-ordered, and since the delivery personnel know before where to deliver, all measures are put in place to ensure quick delivery. One of the challenges is that the delivery personnel stop on their way and are slow in delivery. It has been suggested that that delay in pizza delivery will result to free of charge delivery, but this would result to extra costs borne by the business.
In most cases, the delivery personnel who used motorbikes stopped and slowed down especially when low on gas. At the same time, there were instances where there was inadequate gas, and this slowed down their movement. There is need to cover for the gas costs for the delivery personnel, and instances where the personnel did not have adequate money to fuel. This was occasioned when the delivery people did not ask for ...