Total Quality Management Survey Paper

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Total Quality Management Survey Paper

Eliezer Hernandez Bonet

University of Phoenix

MGT/449

Professor Ana Viader Ortiz

June 18, 2007


Introduction

        The purpose of this paper is to explain the value of quality in relationship to customer satisfaction within the manufacturing, service and government sectors. We also include a description of the needs for customer-driven quality for each of the organization.  Finally, we are going to assess the importance of leadership, within each of the organization selected as it relates to quality.


Total Quality Management Survey Paper

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.  The three sector of the industry that we will be discussing on this paper, as we mentioned before, are the manufacturing, service and government sectors and the all have something in common, that the all have customers to serve. The only difference that they have is how their customer drives the quality of the services and products that they offer.

According to NAICS, the manufacturing sectors are companies that engaged in the mechanical, physical, or chemical transformation of materials, substances, or components into new products.  Anything that is transformed from random parts in to a usable product for the customer is considered a manufactured product.  Empresas Lausell is an example of an organization that is a member of the manufacturing sector.  Empresas Lausell main goal is to produce quality windows, doors and a variety of other products that satisfy their customer’s needs. For more than 60 years, the company has provide products and services to contractors, developers, government, dealers and the general public. (lausell webpage) Lausell handles everything from the initial design to installation and quality is the key to their success.

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Lausell is committed to superior customer services and their achievement is shown in their financial success.  They have been able to improve their manufacturing capabilities over the years to remain competitive and provide the quality products that their customers desire.  They listen closely to the voice of their customers and try to anticipate their needs.  Their efforts focus on achieving better quality at a lower cost.  TQM provide them with a process that uses fact based analytical tools and methodologies to prevent defects and eliminate unnecessary excess in products, process and services.  This further reduces cycle times and helps them ...

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