However, many businesses make the effort but fail to fully achieve Total Quality Management.
TQM incorporates all the vital concepts of product quality, process control, quality assurance, and quality improvement. Consequently, it is the control of all transformation processes of an organization to better satisfy customer needs in the most economical way.
TQM is a technique used by manufacturing and service organizations to meet or exceed the expectations of the customer. The focus of TQM is the customer. In order to satisfy customers, organizations attempt to provide them with quality product or service at the right time and at the right place. A quality product or service has the features, characteristics, and attributes to satisfy a given need. The dimensions of quality are performance, features, reliability, conformance, durability, serviceability, and aesthetic
All members of TQM organization strive to systematically manage the improvement of the organization through the ongoing participation of all employees in problem solving efforts across functional and hierarchical boundaries in a way to meet the customer's requirements and expectations
The organizations that will be studied in this paper represent the manufacturing sector, non-profit sector, and the service sector. Every one of these economic sectors has diverse values in quality of customer relations, and strategies towards TQM based on their customer needs along with their level of development in their sector.
As of today, successful organizations are extremely driven by consumers, which increase customer satisfaction by providing quality products/services, and meeting target expectations (James 2004). The first focal point representing the manufacturing sector will be the Sunny Fresh Foods Company. Sunny Foods is in the food service industry producing primarily value added egg based foods. Their headquarters is located in Monticello, Maine, and other factories in Big Lake, LAKE ODESA, MI, Mason City, IA, and Panora, IA. Sunny Foods has more than 2,000 consumers, including schools, healthcare, military, and quick service restaurants. They produce more than 160 different goods that are labeled under Sunny Fresh Foods, or privately for other retail marketers and food services. Sunny Foods manufacture fat and cholesterol free products, refrigerated and frozen meals, pre cooked frozen diced or scrambled eggs, peeled hard cooked eggs, frozen liquid egg mixes, and pasteurized eggs, SFF received a Baldrige Award in 1999 in the small business category.. Sunny Fresh Foods currently employs 620 people (called stakeholders). Sunny Fresh Foods Location include: Monticello, MN (headquarters, and plant), Big Lake, MN (Plant), Lake Odessa, MI (Plant), Mason City, IA (Plant), Panora, IA (Plant). Sunny Fresh Foods, Inc. was selected as the 2005 Malcolm Baldrige Award Winner for the manufacturing sector.
Consumer driven quality is required in order for SFF to retain its large market share in the wholesale and retail food markets. The company's leadership must insure improvement in their