Customer Driven Quality Paper

Essay by vjvj1234University, Bachelor'sA-, February 2006

download word file, 5 pages 2.2

This paper will explain the value of quality in relationship to customer satisfaction within 4 different industries (manufacturing, service, non-profit and government). Provide a description of customer driven quality and asset the importance of participatory management as it relates to quality. Also provide a matrix comparing the commonalties and differences in quality among the organizations.


Quality service first arrives with the manufacturing of a product. Quality is defined as a state associated with products, services, people, processes and environments that meet or exceeds expectations (Quality Control Program). In order for an organization to provide good consumer satisfaction, the company must first provide a good product. In order for the relationship built between the companies in the manufacture to be a successful supplier partnership, the manufacturer and the service provider must start by including the customer. Manufacturing and service are two organizations that have to start with customer satisfaction. For example, if an organization is producing a product that is not quality, the company will have difficulties disrupting the product.

There are many different was to assure that the product is quality, companies have to option of supplying surveys to each and all customers. One can also judge quality on the service the company provides, the response time of that service, the environment it is provide in, the price for the service, and the overall satisfaction of the service (Quality Control Program). An example, of customer driven quality would be the playgrounds at McDonalds. The playgrounds are built and manufacture by a third party. These playgrounds are built for customer satisfaction. Before McDonalds could place these playgrounds on there property management had to first seek a manufactory that would be quality rubber resistance. This product had to also cater to children and ease the mind of adults. (


Businesses survive because they have customers that are willing to buy their product or service. This relationship is established with quality customer service. As a service provider your customers and clients, both internally and externally must be satisfied. Unfortunately, many times company's neglect the "customer service", one on one, relationship that determines what needs we are meeting, and where we can improve.

When measuring value, no matter how hard you emphasize the importance of providing a high level of quality in customer service, to be successful, the idea of quality is hard to define, due simply to all of tangibles involved in providing this service. Quality becomes even more difficult when it comes to service. To improve on quality, a service provider must first increase their investment time with their customer. Meeting the needs of your client is the bottom line of a satisfied customer and the key to customer retention. In alignment with customer investment a commitment to customer service must be emphasized in all areas of the organization, becoming visual in top management's action as well as their beliefs. You can not improve the service you provide customers unless you carefully analyze your failures. Review each customer service problem with the appropriate individuals and departments. Disappointing a customer is bad. Not taking corrective action to ensure that similar disappointments don't reoccur threatens your company's future (Schreibfeder, 2000).

Non Profit

First society must understand the meaning of non-profit organizations.

Often citizens here non-profit and think low income or a business operating in the red, but often non-profit organizations have substantial budgets from contributions, charity, and assistance. Non-profit organizations create revenue and generate business like other companies the main difference is at the end of the year non-profit organizations do not show a gain on income statements often for tax cuts. Profits are often eliminated through salaries and research.

Quality from non-profit organizations is not measured often, because individuals and companies who support and have the same values as the organization often give donations. The majority of non-profit organizations have vague or broad missions like art, religion, or research which makes it difficult to judge their level of quality. However there are instances when a non-profit organization can be judged profoundly. The Red Cross is one example of this when citizens wondered what were donations used for after disasters such as 911 and the aftermath of hurricane Katrina.


The IRS (Internal Revenue Service) is dedicated to making sure people understand their responsibilities in the tax process. "The IRS maintains a customer-oriented focus by routinely soliciting information about the needs and the characteristics of its customers and implementing programs based on that information."(IRS Strategic Plan p. 12) They continue to improve customer satisfaction rating. This is possible because of Restructuring and Reform Act of 1998. One of the goals of the IRS is to constantly improve quality, efficiency, and service delivery. A wide-range of initiatives will be used to help improve the business process. "They will expand existing community coalitions and partnerships and establish new ones to enhance taxpayer education, tax preparation assistance and self-sufficiency for improved taxpayer compliance." (IRS Strategic Plan p. 12) The IRS plans to offer products and services to assist those who do not speak English. The products and services will be multilingual.

Another goal the IRS has set in order to help customer quality is to have at least 80 percent of returns filed by 2007, according to their strategic plan. This service would speed up the return process. They want taxpayers to have the access to conducting all of their business with the IRS electronically.

The value of quality in relationships amongst customer satisfaction within manufacturing, service, non-profit and government can vary. All organizations in each industry hold commonalities and differences in quality. All organizations represent a product of quality. It's how the management of quality is manufactured, serviced, and governed. Manufacturing and service of a product go hand in hand. While non-profit and government organizations blend into to each others industries as well. The quality of service can be compared to manufacturing, non-profit and government organizations. Most government and non-profit organizations don't always have the funds to have a customer driven quality and assistance to have good management.

Quality Management theory is helping to make US corporations profitable again. Cost and Quality Management (also called Total Quality Management) relates to power production plants, the barriers standing in the way, and the concepts needed to overcome them. Major barriers include resistance to change, sparse efforts to grow employee initiative and self-esteem, a lack of understanding the importance of internal customers, and traditional management practices as represented by non-profit and government organizations. Breakthrough concepts include a commitment to making and sustaining quality-based changes, realizing the potential of human assets, focusing on satisfying internal as well as external customers, and treating work as a process that crosses manufacturing and service departments.

In conclusion the bottom line as far as quality is concerned, is a satisfied customer or end user. Within a business, certain organizations are responsible for setting customer expectations, typically marketing, sales, and support. Other organizations, such as software development and professional services, are in charge of fulfilling expectations. The essence of customer-driven quality ultimately boils down to all of these organizations working together to meet