Total Quality Management (TQM) Survey Paper

Essay by fjohnsonUniversity, Bachelor'sA+, January 2009

download word file, 7 pages 5.0

IntroductionThis paper will research three separate organizations in three economic sectors, and provide a description the customer driven quality service needed to make each organization successful. Additionally, this paper will attempt to construct a matrix comparing and outlining the differences between the strategic roles of Total Quality Management (TQM) within each organization and sector. The organizations of focus represent the government sector, service sector, and the non- profit sector. Each economic sector has different focuses related to quality of customer relations, and strategies towards TQM.

First I will review a nonprofit organization. For the nonprofit organization I chose to research a child development center run within my church. This center maintains a steady attendance level of approximately 80 students each day. The leadership of this organization is headed by two co-directors; one is responsible for the overall day to day operation, and the other is primarily responsible for business operations, and finances.

Both directors seem to understand the importance of customer relations, quality financial controls, and internal relations within the organization as it relates to overall quality service. However, this has not always been the case.

As few as three years ago the center was facing financial difficulties. The co-director that was then in charge of financial issues resigned and a new co-director was put in place. The previous director had little experience with financial issues, and more experience on the teaching end, and this showed in the financial status of the company. The lack of quality controls related to finances, and poor management of the books left the company close to ruin. After just a few short months, the new director, with a degree in finance, pulled the company up by implementing quality and spending controls for the organization. By the end of the fiscal year the company had...