Total Quality Management in Fast Food - Assignment Example

? Fran’s Fries Fran’s Fries Over the years, extensive analysis of business has proven that effective service delivery and highly regarded quality go hand in hand with assuring business growth and success. These two qualities apply to either public or privately owned enterprises making up two key components of profitability. At times many of those that own privately established businesses find themselves in dilemma of whether to use minimal pay help or free labor from family members. On the other hand, this confrontation of ideas transforms into the ability to realize the scope of intended profit by outsourcing professionals to run these businesses. In this regard, the moral dilemma makes many businesses stagnate when it comes to development and intended expansion (Render et al., 2011). However, for Fran’s Fries the challenge posed is the need to hire additional pair of hands or not having to hire any. This is because the business has not yet established its customer capacity hence creating the problem. In this regard, this report will zone in on the steps that Fran’s Fries should take in ascertaining whether to hire the two nieces considering that it is a new eatery. This shall be through the use of the quality control theory and the statistical control process. Total quality management In a business setting, quality service is the lasting gesture that clients experience within the execution of service in a business. It is the trait that attracts and sustains a business’ client base that makes it stand out from its competitors. In essence, quality is the degree to which customer satisfaction becomes the motivating factor rather the profits that a business may achieve. Subsequently, total quality management becomes an integral part of business operations that entail details the entire chain from the supplier right to the consumer. Ideally, the management of quality focuses entirely on the business’ commitment in ensuring that the products and the services rolled out exceed consumer perception (603). This commitment runs across the whole business or company hence not specified to one department of the organization. Therefore, it is essential for any business set up to ascertain ways in which it may offer quality services and products to its customers. For Fran’s case, it would be beneficial to hire the nieces in order to minimize the loss of customers because of having to stand in a queue for long before accessing her products. This means that her products are of quality because of the high demand associated to the product. However, establishing that she has low clientele would mean that she would not have to hire her nieces despite the fact that she would want to help them out by employing them. On the other hand, having a low number of customers would also mean that she would have to improve on the quality of her products so as to attract more customers. Statistical process control Ideally, the achievement of quality attributes to the standard set either by the organization offering products or services or an externally related overall governing organization. In this regard, the statistical process helps in the establishing of standards in order to measure, change, and monitor challenges facing a business. The effective achievement of this process would be during the initial stages of production. For instance, this process may apply for Fran’s Fries when preparing the food for sale to its display. This helps in making correct changes to the products on offer to ensure that they provide quality. It involves the taking of samples produced and ascertaining whether they meet to up to the required set standards. Further, the process invokes the use of control charts that are in the form of graphs that portray the highest and the lowest levels intended for the control process. Their application involves the application of prior data that portray initial performance. In Fran’s case, the older niece past work performance may be useful in establishing whether she is a suitable candidate for the job. On the other hand, the younger niece falls short of this position because of her limited experience in the workforce. Poisson distribution In essence, the Poisson distribution theory is a statistical and theoretical approach that expresses the possibility of a certain number of activities occurring at fixed time intervals (611). Further, it is a theory that portrays the occurrence of these events at an established average rate from the previous time without any connection to a previous activity. For instance, Fran’s Fries would use this model to determine whether it is critical for Fran to employ her nieces because of the work load. Therefore, this establishment would be through identifying the number of customers that stand in a queue awaiting service. It would be appropriate to point out that a sizable number of customers would be standing at the queue awaiting service since only one individual is offering the service. Substantively, Fran would not want to lose customers from the long queues that they have to stand in before acquiring service from the shop, but hiring the older niece would either not reduce the work load. Therefore, Fran would have to hire extra assistance from the older niece in order to bridge the emerging gap. For instance, Fran may be able to deliver service to at least twenty customers in an hour’s time that would also mean that hiring the older niece would enable Fran’s Fries serve an equal number. However, the profits realized would be insignificant to the business as they would facilitate pay for the hired employee. Subsequently, the need to hire the second niece decrease since the workload is negligible. Essentially, the single avenue queuing model and the numerous channels queuing model provide the same service hence not decreasing the work load or improving profit margins. The only difference in this case becomes the increase in the number of checkouts provided and not the increase in customers served within the additional channels. Additionally, the waiting time for the customers does not decrease as the time spent on service delivery remains relatively unchanged. Kyocera statistical process control The AVX-Kyocera model draws its inception from a North Carolina based Japanese maker of electronic chips who needed to improve on the quality of the products and services offered. The reason for the improvement was in order to enhance consumer satisfaction and appreciation of the offered products and services. The model follows a specified sequence so as to achieve the intended results. First, the Japanese saw it fit to establish variables x and r that would appear on the control chart. According to the model, the collection of data for Fran’s Fries would be by a single individual since the recently opened shop does not have a lot of employees. Objectively, data collection is essential in curving an appropriate solution for the challenged experienced. Therefore, the business owner would have to ascertain the number of clientele served within an hour in order to validate the process. The data acquired assists in the establishment of resulting trends in service delivery, comparison between the highest limit and the lowest limit, and lastly the customer’s tailor made specifications (615). For Fran’s Fries case, the challenge is the waiting time that the consumers spend on the queue before experiencing service. This creates the need to have another employee come on board so as to fit in the gap. However, the deficit remains the same because creating multiple service points does not reduce the work load, but slightly increases profitability. Additionally, the profits realized would also facilitate the older niece’s salary hence reducing the profits slightly. As per the data collected, the average number of customers served at a single channel queuing model is the same as those served at additional queuing channels. Subsequently, the Kyocera model approves that hiring of one individual may be of help to the business, but hiring two would be detrimental to the business’ profits. Additionally, the attainment of customer satisfaction may be through ensuring that the products and services on offer are of undisputed quality. This will ensure that the customers would have to wait their turn to satisfy their needs. Conclusion The labor challenge experienced by Fran’s Fries is the one that many businesses tend to battle with occasionally. It is critical to note that hiring of staff may (or may not) be necessary, but the decision on whether to hire or not should be made after exhausting all evaluative mechanisms. Therefore, for this new business venture one extra pair of useful hands would be appropriate rather than having two. This is because the work load presented does not translate to a decrease in the number of those standing in line awaiting service. Lastly, the decision to increase the labor force within a business or organization’s setting should be a calculated decision and not personal as it may affect the level of profitability. Reference Render B. et al. (2011). Statistical Quality Control. Quantitative Analysis for Management (602-620). New Jersey: Pearson Prentice Hall. Read More