Customer Satisfaction, Employee Involvement, and Continuous Improvement are the three principles that make up Total Quality Management. The purpose is to achieve a high level of process performance and quality. Pump It Up considers customer satisfaction to be one of their primary focuses and extremely important. Pump It Up utilizes Total Quality Management because their business is focused on the customers, without customers there would be no events and parties. They want to provide outstanding service to all of their guests so people keep coming back and to attract additional people to come in.
Regarding Customer Satisfaction, internal and external customers are satisfied when their service or product expectations have been exceeded. All of the employees who work at Pump It Up makes it their missions to give the customer exactly the kind of party that they want. The party host makes sure the party runs smoothly and nothing goes wrong, they make sure that the food for the event arrives on time and the management team behind all of it makes sure that parties don't run late delaying another event from happening.
There are five dimensions that make up customer satisfaction, they are Conformance to Specifications, Value, Fitness to Use, Support and Psychological Impressions, for Pump it Up, conformance to specifications, value and fitness are addressed below.
Pump it Up uses Conformance to Specifications to determine their ability to be able to deliver the event on time. Each party is specifically set to run on time because if one party does not run on time, every event after that will run late. They also make sure everything is ready to go in the party room for when the guests arrive
Value is used to define quality through the value of product or services, it could also mean how well the service or product serves its purpose at the price the customer is willing to pay. In regards to Pump it Up, the rate at which they run their parties and how well they are run is the value. If a customer is satisfied at the end of the party or satisfied when they are booking their party, Pump it Up has done their job.
Fitness is used when assessing how well a service or product performs its anticipated purpose. As long as the inflatables are working properly and not damaged, customers are satisfied with the fitness or Pump it Up.
Employee Involvement is a vital element for Total Quality Management and changing organizational culture and encouraging teamwork are the two keys that are included. Cultural change is a challenge in developing the proper culture for TQM. Employee involvement is very important for Pump it Up, the work environment is supposed to be fun, they are all supposed to be involved and they all need to help out customers and host the parties that go on. If employees weren't involved, the events would not happen smoothly because no one would be running them. Also, without employee involvement, problems would be not solved because teamwork would not exist and no positive outcome would come out of anything.
Continuous Improvement is continually seeking ways to improve processes. Identifying benchmarks or excellent practice and instilling a sense of employee ownership are both involved in this process.
Pump It Up is always looking to improve the way they run their business to make it better, there is always room for improvement. Whether it be the way an event is booked, to make it easier and more convenient. Or the way the party is run, that is why there is a poll on Pump it Up's Facebook page so they can see what they can do better to improve their customer's experience. Continuous improvement can also involve the back office of the business and organizational structure. The way Pump it Up orders their party favors and what they need for each event can always be improved. 
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