Total Quality Management (TQM)

Chris Brammer leads Gaming Market Advisors' employee service training and management training Total Quality Management (TQM) Team. He has developed and implemented TQM in casino-resorts throughout the world. His most recent project was designing and implementing TQM at the City of Dreams Casino Resort in Macao.

TQM is an organizational systematic approach that originated in the 1950's and has steadily become more popular in the last thirty years. TQM is a philosophy that states that uniform commitment to quality over all areas of the organization promotes an organizational culture that meets consumers' perceptions of quality service. TQM extends the TQM definition of quality to all functional areas of the organization, including operations, marketing, finance and information systems. The process begins by listening to customers' wants and needs and then rapidly delivering goods and services that fulfill those desires.

Implementation of TQM requires a change in culture so that that all aspects of the company's operations come within the TQM gambit with processes being done right the first time and malpractice and waste being eradicated from the organization. The objective of TQM, simply stated, is to:

"Do the right things right the first time, every time".

Gaming Market Advisors has taken the principles of TQM and developed a methodology that applies those principles to the modern casino-resort. By implementing this methodology, management and employees become involved in the continuous cyclonic process of improvement of its products and services. This benefits are realized in increased customer satisfaction, customer loyalty and, most importantly, greater profitability.

Gaming Market Advisors' application of TQM is to:

1. Analyze the casino-resort operation with senior management and determine the Moments of Truth that apply in the different departments of the organization and how you can achieve your Brand Promises and Mission Statement.
2. Determine the TQM processes that will be applied and form the TQM plan.
3. Train senior management on how to apply the TQM plan.
4. Train the trainers and departmental champions.
5. Role out the TQM plan to all employees.
6. Institute meaningful employee reward initiatives.
7. Follow up to check the application and to reinforce the TQM process.

It is obviously a given that for this to program to work the culture of the organization must allow for the inclusion of all employees, from the top to the bottom, in the TQM process.

This involvement will inevitably result in greater satisfaction for the gaming operation's internal customer (the employee) and by way of a by-product the committed employee feels an increase of synergy with the company, which inevitably results in a lowering of staff turnover and the saving of recruitment and training costs.

This service excellence and employee motivation program orchestrates with the Player Club, Player Reward and Player Loyalty programs to maximize use of your money.

Applied our way TQM creates a win-win situation on all levels for both the internal customer and external customer and puts you in the lead.

You can take it to the Bank!