Accounting for Decision-Making: Total Quality Management at Best Buy

This research paper examines the application of Total Quality Management (TQM) at Best Buy, a multinational consumer electronics retailer. The paper begins with an introduction highlighting the rationale for selecting TQM as a contemporary management technique to improve Best Buy's operations and customer satisfaction. It then provides an in-depth analysis of TQM, defining its principles, implementation steps, and benefits, such as error reduction and improved customer experience. The paper emphasizes the importance of aligning TQM with Best Buy's critical success factors (CSFs), including stakeholder relationships and innovation. The implementation process is detailed, including creating a vision, identifying CSFs, developing metrics, gathering customer feedback, and creating improvement plans. The paper concludes by emphasizing the applicability of TQM in the retail industry and its potential to enhance Best Buy's competitiveness, customer loyalty, and overall business performance. The report leverages academic research and practical applications to support its analysis, offering a comprehensive overview of TQM's relevance for Best Buy and its potential for success.