Yes. As what I have read, at first, Santa Cruz Guitar Company was having a problem in terms of producing fewer than 800 instruments a year. The company does not have a formal quality department, nor has it consciously tried to apply TQM principles. When there was a tour of its facilities and operations, there was a suggestion that the SCGC may use the many of the principles of TQM which are evident. I could say that they really trying to find ways on how to produce a good quality product effectively and efficiently in order to meet and to exceed the expectation of the customers. Even though the SCGC used the modern computer numerical controlled (CNC) equipment, it is not enough to use as to provide a good products and services to the customers because for me, it is a matter on how the management makes decision on how do they manage or operate their business operations and the quality processes.
The SCGC have six workstations at which the guitars are progressively assembled as they move from station to station. They have empowered the experienced luthiers to make their own quality decisions, staff each station. It is step by step process. The guitar cannot move on to the next station until the luthier and another more senior luthiers were satisfied with the quality of the work. The company hires only those who desire to work in a team environment and have passion for guitar making. I could say that the Santa Cruz Guitar Company (SCGC) was continually improving the quality of their products and services, and the quality of its process in order to meet and exceed the customer expectations. They were able to improve the performance of organizational processes in their business operations. From the top management of SCGC to employees plays a role providing quality products and services to the customers.
The SCGC relates through adopting the Total Quality Management (TQM) principles in which they were able to use or applied it in order to meet and to exceed their customer expectations which are the following: 1. The management produces quality work the first time. It means that the quality is built into the processes for producing products or providing services, and continual improvement measures are taken to ensure processes work every time. Employees are empowered to make decisions to improve a process and are provided with continual training to develop their skills. 2. They focus on the customer. It involves designing products or services that meet or exceed the customer’s expectations and involves the product itself, its functionality, attributes, convenience and even the means by which the information about a product is received by a client.
3. They have strategic approach to improvement. By having the strategic approach to improvement, processes are developed and tested to ensure the products or services quality. This also involves making sure suppliers offer quality supplies needed to produce products. 4. They improve continuously. It means always analyzing the way work is being performed to determine if more effective or efficient ways are possible, making improvements and striving for excellence all the time. 5. They have encouraging mutual respect to each other and teamwork. It is important to have mutual respect and teamwork because it fosters a single-organizational culture of excellence by knowing that every employee from top to bottom of the hierarchy holds the same core principles at heart.
I agree to the SCGC that their success lies in their small staff of 14 crafts-people or also known as luthiers who apply care and attention to detail. The luthiers have shown that each of them had a mutual respect to each other and they have teamwork. Those five TQM principles that are mentioned above are the principles that SCGC have applied for their business operations and for their quality of product processes so that they will become productive or effective and efficient. In that way, the management or the company may able to meet and to exceed their customer’s expectations and their business will become more profitable.