Page 47 - مراقبة_merged_Neat4فنادق ثان

Quality and Food Safety Management in Food
Service Industry

Management oriented People oriented
Quality improvement is Quality improvement reduces
expensive and labor intensive cost and increase productivity

TQM in Quick Service Restaurants “QSR”
Many QSR's companies today are adapting TQM to

address product and service. They are using the basic principles
of TQM, for example, delighting the customers, doing it right
from the first time, continuous improvement and empowered
team and top management commitment to make change in the
way they do the business.

There are many objectives for TQM such as increase
productivity, efficient in guest satisfaction, restaurants ability to
compete, elasticity and maximize profits and increase market
share.

Total quality management main principles are:
1. Measure performance from the customer's perspective
and set goals for exceeding those expectations. Many QSR's
have implemented telephone number for receiving
customers' complaints, mystery shopper programs and
customer tracker services to measure customer satisfaction
on an continuous basis and identify where improvement is