This study shows the relationship between TQM and employee driven teams, and customer satisfaction and delight. The study explains the developmental stages of TQM leading up to self directed work teams in the U.S. The subjects for the study are the Food and Beverage department at IBM, Palisades. The property has been the recipient of several quality awards based upon the Malcolm Baldrige Award criteria. The study presents the training and tools utilized to implement the teams, a sample of the customer survey form and detailed analysis of data presented in the format of World Class, customer satisfaction and defect analysis.
Library of Congress Subject Headings
Teams in the workplace; Total quality management
Department, Program, or Center
School of Food, Hotel and Tourism Management (CAST)
Guarno, Philip, "Achieving customer delight through employee driven teams" (1996). Thesis. Rochester Institute of Technology. Accessed from
RIT – Main Campus