Tqm Survey Paper

1670 words - 7 pages

Burrill & Ledolter relates customer satisfaction and quality by stating "The aim of quality is to give customers the product they want. The challenge is to understand true customer needs and to translate these into products that will satisfy those needs" (Burrill & Ledolter, 1999). This paper will explain the value of quality in relationship to customer satisfaction as well as research three separate organizations that represent different economic sectors, and provide a description of the need for customer-driven quality for each of these organizations. Additionally, a matrix model will be constructed outlining the differences between the strategic roles of total quality management (TQM) within each of the chosen organizations.The organizations of focus will represent the manufacturing sector, service sector, and government sector. Each of these sectors has different values when it comes to quality in customer dealings and strategies towards total quality management. These different views are established through customer needs and the level of growth within their sector.ManufacturingThe first organization of focus, which represents the manufacturing sector, is Atmel Corporation. This company, which was founded in 1984, "is a worldwide leader in the design, manufacturing and marketing of advanced semiconductors, including advanced logic, nonvolatile memory, mixed signal and RF integrated circuits" (Atmel Corp., 2008). Atmel is a largel manufacturing company and has over 8,000 employees globally, its headquarters are located in San Jose, CA. The company has manufacturing plants and business offices located in United States, Asia, and Europe.Atmel has received numerous awards, including the Frost & Sullivan's Technology Innovation Award in recognition of its "development of the FingerChip fingerprint sensor technology at the 2008 Frost & Sullivan Southeast Asia Industrial Technologies awards presentation" (ThirdFactor, 2008). Atmel "builds operations management excellence in individuals and enterprises through superior education and training, internationally recognized certifications, comprehensive resources, and a worldwide network of accomplished industry professionals" (APICS, 2006). Atmel has created an organization that is ethically sound and is based on bringing only the best in microchip and conductor devices to their customers.According to Atmel's website, the company "has a corporate-wide commitment to quality and continuous improvement that extends to every level of its activities. The ultimate objective is total customer satisfaction. Atmel strives to meet the needs of its worldwide customers and has continued its quality excellence path via major third-party certification programs: ISO 9001, ISO/TS 16949, and ISO 14001" (Atmel Corp., 2008). This philosophy is posted in the hallway of the headquarters in San Jose and is designed to align all employees globally with the mission and vision of the company. The company strives...

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