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Executive Summary
Corporate America has begun to adapt to Total Quality Management processes across the
board. No longer is quality limited to one particular field of business; quality is the driving
factor of most companies to achieve customer satisfaction. This paper will examine three
separate companies in three different fields of business, and relate Total Quality
Management to their overall processes.
Introduction
Total Quality Management is a business management process that brings together the
responsibilities of all employees to attain customer satisfaction, reachable by continuous
improvement in the quality of all employees responsibilities and company product and
services. The importance of quality and customer satisfaction should be established prior
to the implementation of the total quality management process. Research was conducted
on quality and customer satisfaction within Riordan Manufacturing, Kudler Fine Foods,
and BlueCross BlueShield of Florida. This paper will examine the results of the research,
identify quality needs, outline the strategic role of Total Quality Management, and measure
the importance of leadership.
Riordan Manufacturing is a global plastics manufacturer. It has incorporated Total Quality
Management into its Mission Statement, applying the Six Sigma process as one if its key
Focus Points. The value of quality in relation to customer satisfaction is critical to Riordan
process improvement. According to Riordan Intranet website, they have established a
Customer Relationships Management Strategy to strengthen the relationship with existing
customers"“ and "nurture relationships of new customers"“ ( Riordan, 2005). This
relationship strategy includes the implementation of a Sales Information System, which is
a customer needs assessment geared toward understanding the customer needs in order to
