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Essay / Research Paper Abstract
A 4 page paper differences in assessing customer satisfaction in different sectors of operation. Total Quality Management (TQM) as a philosophy still is alive and well, although its components – such as continuous improvement and customer satisfaction – receive direct and intense attention. The purpose here is to assess components of customer satisfaction in manufacturing, retail and nonprofit settings, using Dell, Wal-Mart and the American Red Cross as example organizations. Bibliography lists 7 sources.
Page Count:
4 pages (~225 words per page)
File: CC6_KStqm3sectors.rtf
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Unformatted sample text from the term paper:
Total Quality Management (TQM) as a philosophy still is alive and well, although its components - such as continuous improvement and customer satisfaction - receive direct and intense attention.
The purpose here is to assess components of customer satisfaction in manufacturing, retail and nonprofit settings. Manufacturing It was for manufacturing that Deming
(1986) first outlined his 14 Points and placed the customer at the final station of the assembly line. The value in that has been recognized by both companies that
acknowledge it and those that dont. One plant manager moaned, "Before we invested in TQM, the rap on our company was that we churn out poorly made products that
customers dont want. Now, after TQM, things have changed. We now churn out well-made products that customers dont want" (Harari, 1997; p. NA).
Though its industry has changed dramatically in the past five years and it still seeks its new place within it, Dell Computer led its industry throughout the 1990s primarily on
the basis of customer satisfaction and providing precisely what customers wanted. It built no computer other than that which had been ordered according to customer needs - putting "mass
customization" into practice - and its quality always was superlative. The end result was that customers overwhelmingly approved of Dells products and service. It has been handing customers
long wait times and difficulty with communication since moving its primary call center to India. The result has been that Apple now leads the industry in customer satisfaction, and
Dell has joined the rest of the industry in a virtual tie (Dell Dips In Customer Satisfaction, 2005). Service Service firms operate in
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