Introduction

In this assignment I choose Total Quality Management (TQM) to compare, Four Seasons and Tea & Sympathy, these two cases to represent what them different approaches to quality to supply to customer. According to Mihaela L. Kelemen(2003), The Definition of Total Quality Management is a philosophy and practice of management which aims to satisfy the customers by means of employee involvement, consistent leadership and continuous improvement. Employees involvement alternate with customer, can impact customer making decision and actions under in merchandise. Consistent leadership is how to manage corporation or company as long as in the future. Last is continuous improvement, definition in this guideline is improved and innovate service, product or advanced technology to support in one corporation to survival and growth in business world. So, I now show it out Four Season Hotel and Tea & Sympathy adoption the above attitude to comparison both them how to manage their total quality management. (http://www.johnstark.com/fwtqm.html) In the Four Seasons, they are using TQM in servicer is hospitality line and as an international luxury hotel management company, they have improved the hotel service for all the time. Four season hotel also to upgrade all the time and maintain Management Company. Hotel chain and large corporate companys Four Seasons Hotel, they are easier to extend the business around in the world. And they have other outsider partner to investment in this company. Majority Four Seasons hotels and resorts most will build up the area is nearby the beach, lakeside or tourist destination, that is will be a good impression and nice place while the customer first step into hotel. And the other site, they also make guest have a enjoying, comfortable, relaxing, and luxury environment hotel. (http://www.fourseasons.com) Tea & Sympathy, they are using main catering line to server customer, and them also using little hospitality to manage this company. Tea and Sympathy are less to improvement and innovation the service for all the time. And they caf shop dont have to extending the restaurant chain for around any area. Tea and

Sympathy not same with Four Season Hotel is a large company; it is small business in the British village, no any share partner, just sole proprietorship. Tea and Sympathy is build up the area is in the town British village, cause that easier to do the business. And will absorb a lot of customer to step enter the restaurant. Tea and Sympathy like village styles are give customer have a comfortable feels, enjoying while step enter to the caf.

(http://www.teaandsympathy.com/home.php)

Different Approaches to Quality with Total Quality Management compare with Four Seasons Hotel and Tea & Sympathy
Two Aspects of TQM Hard Approach Hakes, C, (1991) stated that The hard approach emphasizes continuous improvement by the use of statistical methods and associated with early gurus work, its aim being to improve productivity and profits. A company emphasizes to continuous improvement their product and service in the future. Why a company must always to improvement productive and profits? Because, they hope can get more benefits, so that, increase productivity or improve product functions or service, thus, product and service are after improvement, will give to customer more benefit and a company also gain the more profits from customer buy. What a Four Seasons to improvement productivity and benefits? Four Seasons are improvement hotel rooms or resorts inside facility or outdoor facility, can giving customers feel enter luxury place and enjoy luxury services. Utilize luxury productivity and service to attract customer can make Four Seasons gain more benefits and Four Seasons automatically upgrade fame and ranking in economy culture/) Tea & Sympathy are improvement productivity and a benefit is improving or provides new cuisine and beverages to customer. Tea & Sympathy wish cooking the delicious food giving to customer, and getting customer recognition. Thus, hope customers will return back this restaurant caf in next time. (http://www.teaandsympathynewyork.com/store.php) These two companies same similar, always to providing new brand of product or service, or improve product and service to making company earn more profits and can obtain customer recognition. world. (http://www.fourseasons.com/about_four_seasons/service-

Soft Approach Mukherjee, P.N., (2008) stated that the soft approach focuses on leadership, employee involvement and cultural change. The approach was popularized by the late wave of America gurus and its aim is to create a strong organizational culture aligned to the demand of the customer. The definition the soft approach is emphasizing the management of top management or human resources department in the organization, particular emphasis to change company culture. In total quality management, human resource implication of the employees taking greater responsibility for quality, for example, increasing empowerment skill. Thus, in an organization all teammate must team working principle of the introduction. The culture of Four Seasons Company is luxury style. Four Seasons have using superior design and finish to support them with a deeply instilled ethic of personal service. Since, they want have a luxury temperament around to customer, giving customer this hospitality lines are luxury when them enter hotels or resorts. (http://www.fourseasons.com/about_four_seasons/service-culture/) The culture of Tea & Sympathy restuarant caf is retro style. The restuarant caf interior design is using British classical and all appliances are British brand. This restaurant used classical style, since they are wanted attract customer to enter this restaurant. Some customer are love classical restaurant, cause they seek feeling back to the past restaurant.

(http://www.teaandsympathy.com/home.php) Four Seasons and Tea & Sympathy, their two companies used different culture to business, one is use luxurious and another one is use classical. Different culture, automatically the service will differentiate.

The Three Pillars of TQM Continuous Improvement Science and advanced technology, each company began to use the network transaction or advanced technology. Four Seasons and Tea & Sympathy similar are using network assists their business, but, Four Seasons Hotel or Resorts have apply advanced technology products to service and giving customers to use. According to Lenka,U. & Suar, D.,(2008) state that continuous improvement usually relies on the generation of objective data that can be used systematically to improve work process and products.

(http://searchmanufacturingerp.techtarget.com/definition/kaizen). Four Seasons Hotel are using globalization network to process it business in anytime, at anywhere, and the web page linked whole world hotels and resorts of them franchise. And then their web page also gives more detailed information on the main site page and their online system can reverse the hotel and resort. For example, the page is displayed, where their destination have they hotel and resort, what facility they are provide, when event will be located and some news are show in its own website page. In addition, Four Season Hotels used the network to support them in business, in the hotels or resorts facility also using advanced technology to increase them hotel awareness and giving customer to enjoying to use advanced technology facility. For example, fitness facilities, outdoor or indoor pool, Jacuzzi, all above facility used advanced technology to make the hotels and resorts become luxury style. (http://www.fourseasons.com). Tea and Sympathy also use network service, to support their business, but they website only for mail order form customer. For example, customer can order their food and beverage, Tea & Sympathy will delivery customer of food and beverage to reach the customer specified destination. .

(http://www.teaandsympathy.com/home.php). Four Season Hotel and Tea & Sympathy, them both the use network operations and supports their companies, so that they can gain more benefits

and provide customer more convenient. Comparison this two companies in advance technology, Four Seasons system and facility technology are best than Tea & Sympathy, cause Four Seasons utilize a lot of advanced technology to support them business, Tea & Sympathy utilize webpage for giving customer convenient make order. But, Four Seasons no have delivery service, thus, Tea & Sympathy have this service.

Top Management Commitment Top management is important role in to manage a corporation and company. According to Dale, B.G. (2007) state that top management commitment to total quality management as the most important factor in ensuring the successful implementation of total quality management. Top management commitment essentially the meaning, consistent leadership or whole group teammate to operate the whole company in total quality management and provide some practice to employees replace the skill. For example the role top management, CEO, CFO, COO and other chief leader leading department employees to managing the business.( http://www.praxiom.com/iso-definition.htm)

What Four Season top management commitment their jobs? Four Season role top management, are make use of qualified vision and research detailed information to improvement and innovation them hospitality and service quality management. In addition, Four Season always training and testing them employees, to helping employee increase themselves practice and service skill. And all management departments, leader will lead all employees to management the jobs of necessary. (http://www.fourseasons.com/about_four_seasons/corporatebios/)

Tea and Sympathy, it just a tiny business restaurant caf, but inside also have manager lead all employees to serve the customers are arrived. Manager must with chief have to teamwork together innovate out new cuisine or replace package in menu, make customers more option. Four Seasons and Tea & Sympathy, two companies different commitment the top management to manage their business, however, they similar build them business can successful survival and growth with any enterprise competitive in the future or the present and can get high profits and low costs. Thats all top managements mission to manage a corporation.

Employee Involvement Employee is most important part in one company. If company lack employees to helping, is impossible to process any working, even impossible to development whole company or corporation. According to John Garvin, (1998) state that Definition of employee involvement is all individuals are to play a substantial role in quality improvement and emphasizes open communication between individuals and departments as well as teamwork. In communication with customers, similar communication with teammate can increase experience and skill from servicing customers.

(http://humanresources.about.com/od/glossarye/a/employee_inv.htm) Four Season company have a lot employee to helping processing whole business, as long as, different department employees, they everyday getting significant role job, in this phenomenon, can helping employees increase skill. Service center of Four Seasons, employees are entertained and communications with customers, and helpful customers what they are wanted and needed in their scope of service area.(http://www.fourseasons.com/about_four_seasons/serviceculture/) Tea & Sympathy restaurant caf , the customer access the menu from the waiter, waiter must start to ask customer what they want and detail restaurant provide what main cuisine for today and intro famous food or beverage to customer, making customer can easier to choose options. Employee involvement into business, have to learn how to server and communication with customer to helping corporation, have to learn how to teamwork and communication with your group member, and employee getting more experience from practice or yours leader, the future can support your team leader together to management the business. Conclusion

In this assignment, Four Seasons and Tea & Sympathy giving me knowledge, there are used service lines to server customer, but different lines service of their two companies, one is used hospitality line and other one is used catering lines. Four Season are used the luxury environment to service customer, and Tea & Sympathy used classical environment to service customer. Four Season have a lot of top managements, employees and advanced technology to support hotels and resorts, cause Four Seasons company have a partners, so that, can easier to extend around a world. Tea and Sympathy only have little top management and little employees to assist cafe shop, it no any share partner of the corporation. So those, Tea & Sympathy system of advance technology, employees, and top management, are cant compare with Four Season, this larger company. (http://www.dln.org.uk/intro.html) As a conclusion, this assignment are giving me learning, a company essential Total Quality Management (TQM). Total Quality management is established technique to assurance survival in world class economy. Total Quality Management is to provide a quality product and service to customer are needed, or this situation will increase productivity and lower the costs. For any business company or corporation to be successful in todays competitive world, must will subsequent basic theory of Total Quality Management is simple necessary.