Customer satisfaction is important to an organization because it leads to repeat business. In order for companies to thrive, the need for value is essential to customer satisfaction (Goldman, 2003). 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 Medrad, Inc.
M. Stephen Heilman, M.D., an emergency room physician, founded Medrad, Inc. in 1964, when he invented the first angiographic power injector in the kitchen of his home. Medrad is a small manufacturing company and has over 1,500 employees globally, its headquarters are located in Indianola, Pennsylvania (Medrad, Inc., 2004). The company also has offices located in Brazil, Japan, Norway, France, Germany, Italy, Sweden, Denmark, Singapore, Egypt, Mexico, and Australia.
Medrad has received numerous awards, including the 2003 Malcolm Baldrige National Quality Award in 2003. Medrad uses a five corporate scorecard that helps to guide the decision-making at all levels within the company: exceed the financials, grow the company, improve quality and productivity, increase customer satisfaction, and improve employee growth and satisfaction (Medrad, 2004). Medrad has created an organization that is ethically sound and is based on bringing only...