Rosa L. Butler
University of Phoenix
MGT 449/ Quality Management and Productivity
Mr. Ed Dempsey
February 8, 2006
Total Quality Management (TQM) Survey Paper
Organizations strive to ensure that their customers receive quality products and are satisfied with the service they receive. They realize this is a very important factor toward having a successful business. The first step toward achieving success is ensuring that the organization has a Total Quality Management concept included in their goals, objectives, and development of the strategic plans.
In this survey, I will explain the value of quality as it relates to customer satisfaction. I will also explain the need for customer-driven quality for each organization I have chosen. A matrix is included to show the difference between the strategic roles of the organizations. The last portion of this paper will discuss the important role of leadership relating to quality based on Total Quality Management.
Jiffylube provides service for customer vehicles. Their overall goal is to provide their customers with the best service possible that will preserve the health and the value of their vehicle (p.1). Whenever a customer's car is serviced at Jiffylube, the car is treated as if it belonged to one of the employees. Jiffylube ensures that all technicians are trained and certified to perform the services provided at Jiffylube. They understand that a satisfied customer becomes a regular customer that will recommend others to their establishment. Their TQM style is in every Jiffylube store across America which consists of quality inspection techniques. Doris (2000) mission statement for Pampered Chef states:
We are committed to providing opportunities for individuals to develop their God-given talents and skills to their fullest potential for the benefit of themselves, their families, our customers, and the company. We are...