Total Quality Management (TQM) Survey

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1. Total Quality Management (TQM) Survey Paper
Select three sectors from the list below: ( I have done this all ready)it is listed below
1) Manufacturing
2) Service
3) Non-profit
4) Government
Then, research one organization representing each sector (total of 3 organizations).
Prepare a paper in which you explain the value of quality in relationship to customer satisfaction within the three organizations/sectors that you have selected and be sure to include a description of the need for customer-driven quality for each of the organizations. Include a matrix that outlines the differences between the strategic role of TQM within each of your chosen organizations/sectors. Finally, assess the importance of leadership within each of your organizations as it relates to quality.

TQM
Customer Satisfaction

Organization Aspect 1 Aspect 2 Aspect 3

Exxon Gas Station - Services-

Red Cross - Non-Profit-

IRS- Government

Importance of quality
For any organization, in order to survive competition in this fierce and dynamic business environment, it is necessary to constantly look out for opportunities to grow as well as reduce costs, which can be supported by Total Quality Management Process. It will not only help the company in creating products which meets the utmost standards in quality and provide ultimate customer satisfaction, which is the prima facie goal of TQM process, but also helps in improving company's bottom line profits by increasing operating efficiencies, eliminating wastages and creating a conducive environment for growth of the company. The employees get a healthy environment which maximizes their efficiencies and enable them to perform at their best levels. Therefore, the quality improvement process pushes the company from all angles in achieving its strategic goal and plans, in both the short term as well as the long term.

Case of Service sector
The difference between goods and services with regards to handling the quality decision is that in goods, there are many objective quality standards as oppose to services which have many subjective quality standards.
Services are defined as those economic activities that typically produce an intangible product such as education, delivery services, health services and entertainment. Another example is purchasing a ride in an empty seat in a train, bus, or an airplane as opposed to a tangible object. Furthermore, services are usually produced and consumed at the same time

Value of quality in relationship to customer satisfaction within service industry
Services can not be in an inventory. Services are often unique in everyway. Every person for example may receive a different haircut from the barber shop. In addition, every person may receive different legal advices. These types of services are usually not the same as the rest of the people. This is the reason why it is difficult to standardize. Most services have a high customer interaction. Each interaction will vary depending on the needs and wants of the consumer. Services have inconsistent product definition Moreover; services are knowledge based such as education, medical and legal services. Lastly, services are dispersed because the types of service are brought to the customer such as the home, office or store.

Customer driven quality: Case of Exxon Gas station
Exxon Mobil and its affiliated companies are present on a world scale, doing business in some 200 countries and territories. We explore for oil and natural gas on six of the seven continents and are the world's largest non-government gas marketer and reserves holder. Exxon Mobil is a component of the Dow Jones Industrial Average. Exxon Mobil Chemical is one of the largest worldwide petrochemical companies.
Check any specific service you are interested in searching on.
Exxon Gas stations is a division of Exxon and providing not only gas to the consumers but also providing following services:
? Websites Coupons & More
? Convenience Store
? Speedpass
? Open 24 Hours
? Pay At The Pump
? Propane
? Service Bays
? Car Wash
? Diesel Fuel
? ATM
? Truckstop
? On the Run

http://exxonstations.com/
Thus it is providing lot of services to the consumers who are always on move.

Case of Non profit Sector

In the Non profit sector the ability of, for example, American red cross to serve diverse humanity and to provide relief to victims of disaster, by supplying blood and blood products or of universities to deliver high class education, is fundamentally dependent on the skill with which managers design services and implementation processes, deploy resources and monitor and control performance.

Quality Matters: G.D. Kunders, who has authored six books on hospital planning,
management and designing feels 'As opposed to conventional marketing, Quality is the only way to build an enduring brand name and brand image for any ...