Essay - Total Quality Management in Manufacturing, Service, and Non-profit Organizations Objective...

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Total Quality Management in Manufactur*****g, Service, and Non-Profit Organizations


The objective of this work is to explain the value of quality in relationship to customer satisfaction within the three organizations of businesses ***** the nature of Manufacturing, Service and Non-Profit sectors. There will be for each a description of the need ***** *****-driven qu*****lity and a matrix outlining the differences between the strategic roles ***** TQM ***** each of these. Finally this work ***** assess the importance of leadership within each as it relates to qual*****y.

Introduction ***** Total ***** Management

***** Quality ***** is defined as: "A management method relying on the cooperation of all members of an org*****ization that center on quality and ***** the long-term success of ***** organization through the sat*****faction of the customers as well as the benefit of all ***** ***** society." (Total ***** Management 2000-2006: Ateneo Professional Schools Library) Whether the organization is providing services or products today's management must apply the concept of '***** Quality *****' if ***** ***** is to keep pace with others providing services and products in the market existing and the fact*****s and influences ********** with ***** ***** ***** provision. Total ***** Management is just as it sounds, it is ***** management ***** ***** and every aspect of the process of business that have ***** opportun*****y to impact the quality of either the product or the satisfaction ***** the cus*****mer.

Four Categ*****ies of TQM Focus

Considerations of TQM are those as follows:

Financial - Shareholder/Executive Director and Federal Funding Agencies

Internal Business Processes - Shareholders ***** Customer (excelling at business processes)

Learning and Growth - Sustaining adaptability ***** initiating improvement

***** - To Achieve Vision how should ***** customer view the organization. (********** Quality Management 2000-2006: Ateneo Pr*****essional ***** Library)

According to the work entitled: "History of ***** Balanced Scorecard" which is available online at the12Manage on the web located at"Recently management philosophy h***** shown an increasing realizati***** of the importance of ***** focus and customer ***** in any company. These are c*****ed lead*****g indicators: ***** customers ***** not satisfied, they will eventually find other suppliers that will meet their needs. Poor performance from this perspective is thus a leading indicator of future decline. Even though the current financial picture may seem (still) good. In developing metrics for satisfaction, customer ***** be analyzed. In terms of kinds ***** *****, and of the kids of processes for which we are providing a product or service to those customer groups." (History ***** the ***** Scorecard, 2006)

The scorecard has the following categories listed for consideration in ***** TQM process:

***** major ********** to ***** achieved

***** - the observable parameters that will be used to measure progress toward reach*****g the objective.

Targets - the specific target *****s for ***** measures, for example, 7% annual ***** in manufactur*****g disruptions.

*****itiatives: programs or projects to be initiated in order to meet the objective. (The His*****ry of the Balanced Scorecard, 2006)

I. The Non-Pr*****it Sector

Within the non-profit organization there are


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