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 ...
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