Case 9-2: TQM and TV in Omaha
Nobody who knew Marvin Tollison ever met a man who liked television better. In the Navy, he had the opportunity to learn a great deal about his trade. When he finished his tour of duty, Marvin opened a television repair shop back home in Omaha, Nebraska. Over the years the quality of his workmanship, his fair prices, and his general overall good nature made his business flourish. Marvin had a way of finding men and women like himself when expansion was needed.
Over 17 years, the business had grown from a one-man shop operating in his garage to a 38-employee television repair staff that was dispatched to customers by two-way truck radio. Over the years, the time between a customer's call and the television repairman getting to the home had increased to about two days because the repairmen were taking longer with each call. Call-backs (having to "re-repair" equipment)are up significantly. Marvin wasn't sure, but he thought some of his customers were going elsewhere for service.
-Can Marvin use TQM to develop a competitive edge? If so, what would you recommend he do?

Question

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The Answer of Case 9-2: TQM and TV in Omaha
Nobody who knew Marvin Tollison ever met a man who liked television better. In the Navy, he had the opportunity to learn a great deal about his trade. When he finished his tour of duty, Marvin opened a television repair shop back home in Omaha, Nebraska. Over the years the quality of his workmanship, his fair prices, and his general overall good nature made his business flourish. Marvin had a way of finding men and women like himself when expansion was needed.
Over 17 years, the business had grown from a one-man shop operating in his garage to a 38-employee television repair staff that was dispatched to customers by two-way truck radio. Over the years, the time between a customer's call and the television repairman getting to the home had increased to about two days because the repairmen were taking longer with each call. Call-backs (having to "re-repair" equipment)are up significantly. Marvin wasn't sure, but he thought some of his customers were going elsewhere for service.
-Can Marvin use TQM to develop a competitive edge? If so, what would you recommend he do?