TQM Analysis

Total Quality Management (TQM) is a philosophy that stresses principles such as Customer Satisfaction, Employee Involvement, & Continuous Improvement for achieving high levels of process performance and quality.

Customer Satisfaction

Panera Bread Mobile Application

Customers (internal or external) are satisfied when their expectations regarding a service or product have been met or exceeded.  Customer satisfaction is achieved though our mobile app that is being launched for the customers which provides ease of pick up from assigned counter without any waiting queue.
Conformance to Specifications focuses on prevention of product and service failures, which is why our products and services is consistently monitored before reaching the customers for accurate quality, delivery, and speed.
Our product value enhances our customer's anticipation before ordering our product and services through the Five S' element (Shine) to ensure they are receiving the best value expected for their orders.
Our employees ensure the proper use of our kiosks with assistant  fitness for use with orders made by phone and new kiosks for an effective ordering system and delivery, up to 8 kiosks in each cafe.
Our team display customer support by providing after order assistant to further reassure accurate quality and  speedy delivery.
Our ordering process from start to finish leaves an impressionable psychological impression on our customers which creates Panera's customer loyalty and makes then return to order our products.

Employee Involvement

A program in employee involvement includes changing organizational culture and encouraging teamwork.  Panera Bread hired special staff called "expos" for customer assistance with delivery to tables.  Expos check all orders before they are sent out to the customers, special assistance with assisting customer with customize orders "how and what to customize."  Expos encourages teamwork and customer satisfaction by providing customers with confidence with the ordering and customizing process.
Each employee is assigned to an internal customer who order for a specific food category with implement a cultural change, which allows our employees to incorporate customer and employee involvement.

Employee are organized by teams which plays a role in satisfying our external and internal customers.  

Continuous Improvement

Continuous Improvement is the philosophy of continually seeking ways to improve processes.
Plan - We are reducing waste by reducing order and waiting time by adding new staff that focus and specialize in particular area of ordering (customize orders)
Do - Data collected ensures Panera Bread that we are eliminating customer lost by adding kiosks
Study - Data is continuously monitored and evaluated for error or lost of customers.
Act - Successful results shows phone and web ordering for quick turnover, and provided fast lanes and wait time for space in restaurants and line ordering.