Total Quality Management Survey
All organizations both profit and nonprofit organization benefit from Total Quality Management (TQM). 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 the organization goals, objectives, and development of the strategic plans. In this survey, I have chosen three organizations from three different sectors and 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 will be 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 (TQM).
Jiffy Lube
Jiffy lube for this survey because is a company that 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 (History & Mission, 2008). Whenever a customer's car is serviced at Jiffy lube, the car is treated as if it belonged to one of the employees. Jiffy lube ensures that all technicians are trained and certified to perform the services provided at Jiffy lube. They understand that a satisfied customer becomes a regular customer who will recommend others to their establishment. Their TQM style is in every Jiffy lube store across America which consists of quality inspection techniques.
Pampered Chef
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