Total Quality Management

Organizations should exceed the customer’s expectations by focusing on three areas of improvement. These areas include, implementing a customer friendly process, employee commitment to customer service and customer dialog. By doing so, Southern Spice will take an aggressive approaches to Total Quality Management and utilize the “excellence model”. The methodology that will be used will be similar the philosophy of TQM which includes satisfying the customer and continuous improvements to the business processes. Questions will be asked such as, “How do we satisfy the customer’s?” Why should we satisfy the customer’s?” What exactly is continuous improvement “and “Why should we continue to improve our process?” The first step of the TQ process will be satisfying the customer. Without the customer’s, there would not be Southern Spice The customers are the ones that pay the bills, and they expect to get their moneys worth with each southern Spice experience. At Southern Spice, our mission is to provide an atmosphere of integrity and exceed the desires and expectations of our guests and employees….to provide “Southern Spice” with every bite, demonstrating the absolute best flavors available. Our vision for the company:

• To deliver unconditional customer satisfaction.

• To build a world-class organization and be recognized as a leader in the “Southern” restaurant industry.

• Always provide quality, service, cleanliness and value.

Second, the company’s set objectives and its goals that will increase revenues from new customers, expand sales to existing customers, acquire related businesses, open new locations, market new products and/or services and achieve higher levels of investments. Next the company will analyze its current business portfolio. This strategic planning helps the company define the overall portfolio scope, the work categories, the work balance the company is attempting to achieve, the financial models that projects in the portfolio will use, and the roles of responsibilities of the portfolio. Analyzing each portfolio carefully will allow more targeted focus in foundation process. Last, the company develops the growth strategies in the age of connectedness.

Internal customers include all employee no matter what platform they are on. The goal is for each employee to have the mind set of satisfaction to the external customer and each internal customer and have basic understanding of the different job functions. This will ensure that each platform will work hand in hand to achieve one common goal. Each area will continue to improve the product.

Continuous improvements will encompass knowledge and working smart. All analyzed issues will be evaluated to determine the sources. Once this is completed, the needs will be accessed to alleviate the bottleneck effect. Suggestions will be made to each employee for continuous improvements and growth regarding time management.

Quality methods will be implemented to ensure proper food handling. Training programs for the food handlers must complete prior to handling food to assist with minimal deficiency while serving our customers. Check sheets with required inspections for the handlers to fill out will be mandatory. This will ensure that a second look be completed. Food service sanitation will be measured by random inspections completed by upper management. A random test is chosen because employees should keep the restaurant sanitary twenty four hours a day. Employees will also complete training in these areas to help minimize sanitary violations.

Once again, the goal of Southern Spice is to satisfy both internal ad external customer’s with quality goods and services and to continue to improve the process.

The firs step creating phases in which the company’s plan will be implemented. When implementing a plan for any new process, it should be implemented in phases. The plan will include information concerning how customer service will be improved for the company as well as the data needed to continually improve and monitor the process. Employee awareness is a critical aspect of a successful project. Second, a thorough gap analysis will provide valuable information to help with Southern Spice’s implementation plan. Third, included in the plan will illustrate the differences between Southern Spice current flow (“as is”) and it is (“to be”) flow process. Lastly, the plan