SEMESTER FALL 2018

TOTAL QUALITY MANAGEMENT (MGT510)

ASSIGNMENT

DUE DATE: 06TH FEBRUARY, 2019

MARKS: 10

TOPIC: “ORGANIZATIONAL MODELS FOR MANAGEMENT”

The case:
Kelley’s Seafood Restaurant was established about 15 years ago by Tim Kelley, who has run it from
the start. The restaurant is very profitable because of its excellent food quality, but lately has been
having problems with consistency in quality because of different suppliers. The restaurant operations
are divided into front-end (servers) and back-end (kitchen). The kitchen has notes to boost employee
morale, employees are cross- trained in all areas, and the kitchen staff continually seeks improvements
in cooking. However, servers have minimal wages and few perks, and turnover is a bit of problem for
restaurant. Tim’s primary criterion for selecting servers is their ability to show up on time. There is
little communication between front-end and back-end operations, other than just fulfilling orders.
Although, Tim makes sure that complaints are referred to him immediately by the servers. The
restaurant has no automation, as Tim believes that it would get in the way of customers’ special
requests. “This is the way we’ve done it for past 15 years and we will continue to do it,’’ was his
response to a suggestion of using a computerized system to speed up orders and eliminate delays. Tim
used to hold staff meetings regularly, but recently they have dropped from each week to one every five
or six months.

Jim’s Steakhouse is a family-owned restaurant in the same state. Jim uses only the fresh meats and
ingredients from the best suppliers and gives extra large portions of food to customers, who feel they
are getting their money’s worth. Jim pays his cooks the high wages to attract quality employees.
Servers get 70 percent of tips, bussers 20 percent, and the kitchen staff 10 percent to foster team work.
Many new hires come from referrals of current employees. Jim interviews all potential employees and
asks them many pointed questions relating to courtesy, responsibility, and creativity. The restaurant
sponsors bowling nights, golf outings, picnics, and holiday parties for its employees. At Jim’s
restaurant, birthday customers receive a free dinner, children are welcomed with balloons, candy, and
crayons and big screen TVs’ cater to sports fans. Jim walks around and constantly asks about customer
feedback. Jim visits many restaurants to study their operations and learn new techniques. As a result of
these visits, Jim installed computers to schedule reservations and enter orders to the kitchen.

Source: Evans, J. R., & Lindsay, W. M. (2011). Managing for quality and performance excellence (8th ed.).
Mason, Ohio : South-Western/Cengage Learning.

DISCUSSION QUESTIONS:

Question 1. Being a student of TQM, you are required to identify the organizational model in each
case and discuss the role of management for both restaurants. (2 + 4 marks)

Question 2. Bearing in mind the TQM principles, identify which restaurant is weaker? Give minimum
three suggestions to the owner of restaurant for improvement. (1 + 3 marks)

Solution guidelines:
Provide your solution in given table format. Not adhering to instructions will result in deduction of
your marks.

Q1 Kelley’s Seafood Restaurant Jim’s Steakhouse Restaurant

Model name
Role of management

Q2 Weaker Restaurant (1) Suggestions (3)

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