In order for any organization to survive the fierce competition in the business world, the organization must be aware of opportunities to grow and reduce costs and be supported by Total Quality Management Process. The TQM process helps the company create new products ensuring the utmost standards of quality and customer satisfaction is achieved, which is the main goal of TQM process. In addition, the TQM process also helps in improving a company 's bottom line profits by increasing operating efficiencies, eliminating waste, and creating working conditions conducive to productivity and company growth. The company 's employees work in a healthy environment, which maximizes their efficiencies and enables them to perform at their best levels. In both the short-term and long-term, the quality improvement process pushes the company from different angles to achieve strategic goal and plans. This paper will explain the value of quality in relationship to customer satisfaction within the sectors of services, nonprofit, and government. The three organizations are:
Service Sector Texaco Gas
Nonprofit Habitat for Humanity Government Sector United States Internal Revenue Service (IRS)
A matrix, outlining the differences between the strategic roles of TQM within each sector will be included.
Quality in Relationship to Customer Satisfaction
Services are defined as a form of business providing various types of labor services in a wide variety of business sectors and typically produce intangible products such as education, delivery services, and entertainment. Examples include a house cleaner service that provides housekeeping services, a nursing home that provides 24-hour care for geriatric patients. Furthermore, services are usually produced and consumed at the same time
Value of Quality in Relationship to Customer Satisfaction Services are different; services are not an inventory. People in a restaurant,
References: National Performance Review, "Creating quality leadership and management": 1993, retrieved October 24, 2007 from: http://govinfo.library.unt.edu/npr/library/reports/qual02.html Habitat for Humanity (2007), retrieved October 23, 2007 from: http://www.habitat.org/how/historytext.aspx?r=nav Clemson University (2007), retrieved October 23, 2007 from: retrieved October 24, 2007 from: http://govinfo.library.unt.edu/npr/library/reports/qual02.html Office of Personnel Management, United States Government, Press release, 1995, retrieved October 24, 2007 from: http://www.opm.gov/pressrel/1995/PR950703.htm Texaco, 2007, retrieved October 22, 2007 from: http://www.texaco.com/about/ Wikipedia, 2007, retrieved October 23, 2007 from: http://en.wikipedia.org/wiki/Non- profit_organization