Mini-Game

Philosophy

Situation

Mr. Big has returned from a two-day seminar in which the TQM philosophy was discussed in detail and his company (a retail, sales-oriented firm) has adopted it with 100 percent support from the CEO down. As a consequence, Mr. Big is introducing the philosophy to all of the departments over which he has authority.

Objective

Gain the support of all personnel in Joe's department to put TQM into operation.

Problem

In presenting the TQM plan to Joe's department, Mr. Big makes the statement that he wants to increase the quality of the way customers are treated by 5 percent and that, in his opinion, if this is accomplished sales will automatically increase 10 percent because happy customers return and bring others with them. Quality, to Mr. Big, means the manner in which customers are treated. He wants all customers to be treated measurably better than the way customers are treated by other retail stores selling the same products.

Ms. Y objects to Mr. Big's statement. She claims that to achieve a 5 percent increase in sales not only should customers be treated measurably better but the product itself must be measurably better. To Ms. Y it is the combination of both better service and better products that is necessary.

Players

Mr. Big and Ms. Y

Procedure

The person chosen to play Mr. Big is to argue that the manner in which customers are treated is all a retail store needs to improve because all retailers must purchase products from the same manufacturers and wholesalers. To a retail store TQM is 90 percent the way customers are treated.

The individual chosen to play Ms. Y is to argue that TQM means both a better product and better attention to customers. It is the challenge of retail store buyers to find and buy higher-quality merchandise at the lowest possible price. TQM to a retail store is 50 percent product and 50 percent the way customers are treated.

Postgame Discussion

Discussion should be centered around what constitutes TQM in this retail store. Those who work in a manufacturing firm or who service clients such as in a hospital or bank should discuss how TQM would benefit their customers.