Needs Assessment for Quality Improvement Paper

Topics: Internal Revenue Service, Quality management, Total quality management Pages: 9 (1721 words) Published: November 1, 2007
Total Quality Management Survey
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

Service Sector
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, for example, will not all order the same meal. In addition, doctors will not diagnosis each patient the same way. These examples show that different types of services are usually not the same for all people, which makes it difficult to standardize services. Services generally have a high customer interaction, which will vary depending on the needs and wants of each customer. Customer Driven Quality

Service - Texaco Gas
For more than 100 years, Texaco has been operating in the United States; Texaco was founded in Beaumont, Texas. In 2001, Texaco and Chevron merged into one organization. As part of the merger agreement, Chevron turned over temporary rights to the Texaco retail brand to a competitor who began selling gas under the Texaco retail name. Chevron regained the rights to the Texaco retail brand in July 2004 and began selling gas under the Texaco name. Operating more than 2,200 service stations in the U.S., Texaco has expanded the company's products to sell in all 50 states including the District of Columbia. Texaco offers a credit card to customers, which are accepted at all Texaco, Chevron, and Xpress Lube outlets (Texaco, 2007). Texaco Gas stations, a division of Texaco/Chevron, want to ensure continuous customer satisfaction, so the organization provides not only gas to the consumers but also provide the following services to make the customer's experience as convenient as possible (Texaco, 2007): Websites coupons and more

Approved credit cards
Convenience stores
Open 24 hours
Pay at the pump convenience
Service bays
Car washes
Diesel fuel
The Texaco brand is one of the most familiar and trusted gas brands in the world, thus it provides many different services to customers always on the move. Nonprofit – Habitat for Humanity
Nonprofit organizations (NPO) generally do not operate for profit; however, there may be substantial profit in the organization. Paid employees and volunteers manage NPO's. In addition, NPO's...

References: National Performance Review, "Creating quality leadership and management": 1993,
retrieved October 24, 2007 from:
Habitat for Humanity (2007), retrieved October 23, 2007 from:
Clemson University (2007), retrieved October 23, 2007 from:
retrieved October 24, 2007 from:
Office of Personnel Management, United States Government, Press release, 1995,
retrieved October 24, 2007 from:
Texaco, 2007, retrieved October 22, 2007 from:
Wikipedia, 2007, retrieved October 23, 2007 from:
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