Catering to the customer

Reports on how Sodexho has improved service using total quality management. Discusses how achieving customer satisfaction in the service industry means knowing what the customers′ requirements are. Asserts that TQM has allowed the company to create the “perfect” customer/supplier partnership. Discusses the inverted pyramid, with the lowest level of personnel at the top. Reports that managers have to lead from behind leaving employees to take responsibility and develop their own ideas. Concludes that the company is adopting a permanent attitude but, because the business environment is always changing, the quality programme is never ending.