Total Quality Management Survey Essay

1145 words - 5 pages

The purpose of this paper is to research three separate organizations that represent three different economic sectors, and provide a description of the need for customer driven quality in each organization. A comparison matrix will be constructed outlining the differences between strategic roles of Total Quality Management (TQM) within each of the organizations. The organizations focused in this paper represent a manufacturing sector, a service sector, and a nonprofit sector. Each sector has different values in quality of customer relations in addition to strategic roles of Total Quality Management.The first organization is the American Red Cross which represents the non profit sector. The American Red Cross is a non profit organization that was founded in 1881 by Clara Barton and since that time has been the nation's premier emergency response organization. The American Red Cross has close to one million volunteers and 35,000 employees throughout the United States. The organization has over 800 local chapters with the headquarters in Washington, D.C. The main goal of the American Red Cross is customer service. The organization was designed to provide humanitarian services and aid victims of devastating natural disasters.The American Red Cross developed six areas of expertise. Each area was based on the needs of the world's most susceptible people and the responsibility of the organization to provide humanitarian assistance. (American Red Cross)•Emergency Disaster Response•Primary Health Care Programs•Feeding Programs•Tracing and Red Cross Messages•Helping Our Red Cross Partners•Dissemination of Internal Humanitarian Law.The main focus of the American Red Cross is the people they help, their customers. In 2006, almost 22 million services were rendered to individuals. (American Red Cross) The American Red Cross not only provides services to that in need due to natural disasters, but also provides training in first aid and CPR. The American Red Cross takes pride in the quality of service they provide. The American Red Cross is all about helping others.The second organization of focus is Lowes Home Improvement. This organization will cover the service sector. Lowes is a retail chain home improvement store. The organization was founded in 1946 and has grown from a small hardware store to the second largest home improvement retailer worldwide. (Lowes) When Lowe's went into business in 1946 the main goal was to eliminate wholesalers and dealing directly with the manufacture. This step allowed the company to keep the prices to their customers low. From a little store in North Carolina, the organization grew at a rapid pace. In 2006, the organization had more that 1,375 stores in 49 states with approximately 210,000 employees. Fiscal year sales in 2006 were $46.9 billion and the organization was ranked #42 on the Fortune 500. (Lowes) Lowes prides itself on customer satisfaction and the quality of service provided to the...

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