Quality & Performance

 In-store research has revealed that Home Depot is able to sell an increase in vacuums if the vacuum is placed on a piece of carpet. (Not in every single Home Depot location, in the locations where vacuum sales are below target.) This is a perfect example of how far management is willing to go in order to dig deep into the consumers mind so that they can have an influence on their upcoming purchase. Home Depot uses the Six Sigma approach to push employees to strive to their perfection.

"Information and technology are accessible. What distinguishes a business these days are its people.”? (Strategy Business.)

Home Depot relies on the quality of human interactions.

Total Quality Management:

1. Customer Satisfaction: Creating an environment where the customer can gain access to helpful information and product knowledge.

2. Employee Involvement: Training each associate to provide guidance and direction to customers. Employees are encouraged to make their own decisions.

3. Constant Improvement with Performance: An example of this is the vacuum example.

At Home Depot quality learning and development is provided for the employees. This includes eLearning, self-learning, interactive learning and feedback. Training in technology, leadership and business skills are taught by instructors. Leaders that are in are in higher management are trained at the Atlanta Store Support Center. Offered 24 hours a day are online resources such as videos, courses, an online library, reference materials and performance support tools.