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Organizations strive to ensure that their customers receive quality products and are satisfied with the service they receive. They realize this is a very important factor toward having a successful business. The first step toward achieving success is ensuring that the organization has a Total Quality Management concept included in their goals, objectives, and development of the strategic plans.
In this survey, I will explain the value of quality as it relates to customer satisfaction. I will also explain the need for customer-driven quality for each organization I have chosen. A matrix is included to show the difference between the strategic roles of the organizations. The last portion of this paper will discuss the important role of leadership relating to quality based on Total Quality Management.
Jiffylube provides service for customer vehicles. Their overall goal is to provide their customers with the best service possible that will preserve the health and the value of their vehicle (p.1). Whenever a customer's car is serviced at Jiffylube, the car is treated as if it belonged to one of the employees. Jiffylube ensures that all technicians are trained and certified to perform the services provided at Jiffylube. They understand that a satisfied customer becomes a regular customer that will recommend others to their establishment. Their TQM style is in every Jiffylube store across America which consists of quality inspection techniques.
Doris (2000) mission statement for Pampered Chef states:
We are committed to providing opportunities for individuals to develop their God-given talents and skills to their fullest potential for the benefit of themselves, their families, our customers, and the company. We are dedicated to enhancing the quality of family life by providing quality kitchen products supported by service and information for our Consultants and customers. (p. 2)
This non-profit business was founded by Doris Christopher, Founder and President. She believed individuals deciding to become consultants with Pampered Chef could build their new business adventure with confidence because she was committed to ensuring they had all the necessary training and tools to achieve success.
The Social Security Administration (SSA) is a federal government organization providing service to the public by processing their requests for claims and benefits nationwide. The goals for SSA are to provide high-quality, superior stewardship, achieve and meet the needs of current and future generations, and strategically manage and align a staff that supports the mission. The staff must share the vision and understand the goals.
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Training is paramount for each organization as it relates to customer-driven quality. An organization cannot obtain success if their employees lack the knowledge and understanding to perform their daily duties. A strategic plan defining the goals and objectives and communicated throughout the entire organization improves quality and services provided to the customer. Ensuring that customers are given quality service and products is an investment that produces loyal and satisfied customers while increasing the reputation for the SSA.
All services provided by Jiffy Lube are performed by technicians trained to complete oil changes, perform maintenance checks or other needed services according to the manufacturer of the vehicle. Technicians receive up to date training to maintain proficiency on services provided at Jiffy Lube.
Pampered Chef makes every effort to help Consultants and their Directors obtain success in their business. A welcome booklet is given to all new consultants outlining all the steps toward obtaining a successful business adventure. Training and all required materials are given to all Consultants to prepare for hosting their kitchen or catalog shows. Consultants are provided all materials and training necessary to perform their presentations and ensure that customers are given quality service during a kitchen or catalog show. They are taught the value of following up with their customers to ensure customers are happy and satisfied with the products and service provided. Pampered Chef's goal is to ensure that all customers are receiving quality service from all those representing their business.
The Social Security Administration is committed to providing quality service to their customers at all times. The Commissioner supports this concept and provides leadership with empowerment to perform their duties and accomplish the mission's goals and objectives. A customer's welfare depends on the timely service provided in processing requests for claims and benefits.
The Intranet is used as a tool to measure how well the agency is doing on quality initiatives. Most of the leadership in SSA is empowered to make decisions that allow delegations of authority so employees can perform assigned duties on behalf of the customer. They acknowledge that everyone has a role that impacts the level of quality service provided to the public to include individual's behaviors and attitudes.
Difference between the strategic role of TQM
Business/Organization Customer Satisfaction Value of Quality Assessment of Leadership
Jiffy Lube High High High
Pampered Chef High High High
Social Security Administration Medium Medium High
Leadership in organizations desiring success understands how important it is to have an effective strategic plan to achieve the mission goals and objectives within their organizations. A strategic plan that is effective can give the organization a competitive advantage because it identifies the goals and objectives that are needed to fulfill the mission while providing quality service. Most managers and leaders understand the importance of having a TQM concept that ensures customer satisfaction. Unsatisfied customers can damage an organization's success among their competitors, reputation and profits. Different organizations have different ways to measure their TQM program, but their overall goal is to provide quality service and quality products that produce customer satisfaction.
Therefore, a TQM style in organizations is vital to the success of the business. Leadership and their employees must realize that their behaviors and attitudes have a significant impact on meeting established strategic goals and objectives. A clear and concise understanding will assist them in providing quality service and products that the customer expects and deserves. The survey between the organizations and business reveal their commitment to providing quality service and products to the customer. Customers are important factors to their success and deserve quality service and products. Management holds the overall responsibility for the success of TQM in their respective organizations in ensuring quality service and products are provided to the customer.
Jiffylube, The Well-Oiled Machine (2006). Retrieved February 6, 2006 from jiffylube.com
Christopher, D., (2005), The Pampered Chef, The Story of One of America's Most Beloved Companies, Retrieved January 31, 2006 from http://www.randomhouse.com
Results at the Social Security Administration, (2005). Retrieved November 15, 2005