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Essay / Research Paper Abstract
A 6 page paper comparing quality control in the public and private sector. Quality control takes various forms depending on the industry, the organization’s business, market or other factors affecting the organization. It involves the same processes, however. The purpose here is to identify a quality control process common to two very different industries – the Internal Revenue Service (IRS) and the real estate industry – and to compare how the process is used in each. The process selected is that of surveying customers to gauge customer satisfaction. Bibliography lists 7 sources.
Page Count:
6 pages (~225 words per page)
File: CC6_KSmgmtQualIRS.rtf
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Unformatted sample text from the term paper:
Quality control takes various forms depending on the industry, the organizations business, market or other factors affecting the organization. It involves the same processes, however. The
purpose here is to identify a quality control process common to two very different industries - the Internal Revenue Service (IRS) and the real estate industry - and to compare
how the process is used in each. The process selected is that of surveying customers to gauge customer satisfaction. The IRS More
than a decade ago, the IRS sought to improve quality by insisting that those outside it improve theirs. It even gave quality awards to those that could supply it
with "magnetic media" records free of defects (Six Organizations Win IRS Quality Awards, 1991). This improved service only to the IRS, of course, which was the customer of these
organizations filing large numbers of income information - 1099s and W-2s against which the IRS matches individuals own claims of income. The IRS
is at a decided disadvantage in the area of customer satisfaction, of course. Most people have no objection to doing their part to support the government that they choose
by vote, but few if any could be expected to say that they like dealing with the IRS. Stories of abuse of power and of taxpayers led to a
realignment of many IRS policies throughout the 1990s, and one of the policies that was changed was that of being responsive to the taxpayer.
Most organizations seeking to enhance customer satisfaction have a product or service that the customer gains in return for some purchase price paid. The IRS position as a
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