Abstract
This study shows the relationship between TQM and employee driven teams, and customer satisfaction and delight. The study explains the developmental stages of TQM leading up to self directed work teams in the U.S. The subjects for the study are the Food and Beverage department at IBM, Palisades. The property has been the recipient of several quality awards based upon the Malcolm Baldrige Award criteria. The study presents the training and tools utilized to implement the teams, a sample of the customer survey form and detailed analysis of data presented in the format of World Class, customer satisfaction and defect analysis.
Library of Congress Subject Headings
Teams in the workplace; Total quality management
Publication Date
1996
Document Type
Thesis
Department, Program, or Center
School of Food, Hotel and Tourism Management (CAST)
Advisor
Marecki, Richard
Recommended Citation
Guarno, Philip, "Achieving customer delight through employee driven teams" (1996). Thesis. Rochester Institute of Technology. Accessed from
https://repository.rit.edu/theses/7443
Campus
RIT – Main Campus
Comments
Note: imported from RIT’s Digital Media Library running on DSpace to RIT Scholar Works. Physical copy available through RIT's The Wallace Library at: HD66 .G83 1996