Premium Essay

Steinway

In: Business and Management

Submitted By mamullins01
Words 545
Pages 3
Date: July 31, 2013

Business Brief

In a world of endless technological change and improvement for over a century, ninety percent if the worlds expert pianists have made the Steinway concert grand piano their instrument of choice (Steinway, 2013). Steinway’s reputation among customers is unmatched in the piano industry. The quality of Steinway pianos is the result of the craftsmanship of the piano by skilled workers (Steinway, 2013). Steinway piano’s reputation appears to be depended upon their commitment of not changing the piano at all.

The task for businesses today is to please their customers through the incomparable performance of their processes. When a process fails to please a customer, the failure is considered a defect. According to the text a defect is defined as “any instance when a process fails to satisfy its customer” (Krajewski, Ritzman & Malhorta, 2013). Numerous companies spend a great deal of time, effort and expense on systems, training, and organizational changes to increase the quality and performance of their processes (Krajewski, Ritzman & Malhorta, 2013).

The concept of Total Quality Management recognizes the importance of customer approval.
Total quality management (TQM) is a philosophy that stresses three principles for achieving high levels of process performance and quality (Krajewski, Ritzman & Malhorta, 2013). These principles are related to (Krajewski, Ritzman & Malhorta, 2013): 1) Customer approval 2) Employee involvement 3) Continuous improvement in performance
TQM is not merely the result of process design, purchasing, benchmarking, problem-solving tools, product design and other administrative and technical factors (Krajewski, Ritzman & Malhorta, 2013). Without a doubt, customer approval represents the primary target of TQM, and these elements are only aimed to facilitate the…...

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