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Total Quality Management (TQM) Survey Paper
Rosa L. Butler
University of Phoenix
MGT 449/ Quality Management and Productivity
Group# BSBMA/0804
Mr. Ed Dempsey
February 8, 2006
Total Quality Management (TQM) Survey Paper
Organizations strive to ensure that their customers receive quality products and are
satisfied with the service they receive. They realize this is a very important factor toward
having a successful business. The first step toward achieving success is ensuring that the
organization has a Total Quality Management concept included in their goals, objectives,
and development of the strategic plans.
In this survey, I will explain the value of quality as it relates to customer satisfaction. I will
also explain the need for customer-driven quality for each organization I have chosen. A
matrix is included to show the difference between the strategic roles of the organizations.
The last portion of this paper will discuss the important role of leadership relating to
quality based on Total Quality Management.
Jiffylube provides service for customer vehicles. Their overall goal is to provide their
customers with the best service possible that will preserve the health and the value of their
vehicle (p.1). Whenever a customer car is serviced at Jiffylube, the car is treated as if it
belonged to one of the employees. Jiffylube ensures that all technicians are trained and
certified to perform the services provided at Jiffylube. They understand that a satisfied
customer becomes a regular customer that will recommend others to their establishment.
Their TQM style is in every Jiffylube store across America which consists of quality
inspection techniques.
Doris (2000) mission statement for Pampered Chef states:
We are committed to providing opportunities for individuals to develop their God-given
talents and skills to their fullest potential for the benefit of themselves, their families, our
customers, and the company. We are dedicated to enhancing the quality of family life by
providing quality kitchen products supported by service and information for our
Consultants and customers. (p. 2)
This non-profit business was founded by Doris Christopher, Founder and President. She
believed individuals deciding to become consultants with Pampered Chef could build their
new business adventure with confidence because she was committed to ensuring they had
all the necessary training and tools to achieve success.
The Social Security Administration (SSA) is a federal government organization
providingservice to the public by processing their requests for claims and benefits
nationwide. The goals for SSA are to provide high-quality, superior stewardship, achieve
and meet the needs of current and future generations, and strategically manage and align a
