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Total Quality Management (Tqm) Survey Paper

1873 words - 8 pages

IntroductionThis paper will research three separate organizations in three economic sectors, and provide a description the customer driven quality service needed to make each organization successful. Additionally, this paper will attempt to construct a matrix comparing and outlining the differences between the strategic roles of Total Quality Management (TQM) within each organization and sector. The organizations of focus represent the government sector, service sector, and the non- profit sector. Each economic sector has different focuses related to quality of customer relations, and strategies towards TQM.First I will review a nonprofit organization. For the nonprofit organization I chose ...view middle of the document...

By the end of the fiscal year the company had turned a deficit of almost $5000 into a net balance of almost $16000.This is an example of needing quality and qualified employees in key positions. While the previous director had a good head for early childhood education, he did not have any experience with finances of a company. When the board leaders began asking questions regarding the financial situation, he stepped down admitting he was over his head. The board then sought a new director with a focus on financial experience; the key quality needed for this position. According to Karen Johnson, one of the directors at the center, "Quality is a key value here at the center. We focus on quality in our staff, our programs, and our facility meeting the needs of our students and parents." (K. Johnson, personal communication, November 21, 2008)The second organization of focus is Lowe's Home Improvement. This organization will cover the service sector. Lowe's is a retail chain home improvement store, and a favorite store of this author. Founded in 1946, Lowe's has grown from a small hardware store in North Carolina to the second largest home improvement retailer worldwide and the 9th largest retailer in the U.S. (Lowe's, n.d., p. 1)When Lowe's went into business in 1946 the main goal was to eliminate wholesalers and deal directly with manufacturers. This focus helped the company to develop a reputation for low prices. From a local hardware store in North Carolina in 1946, the organization grew at a rapid pace and in 2006, the organization had more than 1,600 stores in the United States today. Fiscal year sales in 2007 were $48.3 billion and the organization is currently ranked number 48 on the Fortune 500. (Lowe's, 2008, p. 1) Lowe's prides itself on customer satisfaction and a high quality of service provided to their customers. Lowe's commitment to customer satisfaction is so strong that they changed the company's vision to reflect the focus on the customer. "Although times have changed since Lowe's first opened its doors in 1946, Lowe's values have not - the company remains committed to offering quality home improvement products at the lowest prices, while delivering superior customer service." (Lowe's, n.d., p. 1) The organization believes that quality service at every level and in every area of the store is important. The organization has multiple training sessions on customer service throughout all levels of employment.In addition to top quality service, Lowe's also believes in strong community commitment. The company believes that community involvement should extend beyond the traditional retail setting. Lowe's is a partner with Habitat for Humanity, a United Way National Corporate Leader, and partners with Home Safety Council to create safer homes and is also a national partner of the American Red Cross. "In 2007, Lowe's and the Lowe's Charitable and Educational Foundation together contributed more than $27.5 million to support community and...

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