TQM

Incorporating TQM in All Activities The personnel in a small company are analogous to the famous "20-mule team" that pulled Borax raw materials out of Death Valley. If a single team member is not doing his or her best, the performance of the entire team is negatively affected. Quality and customer satisfaction is everyone's job! Small companies are often sales-driven, instead of market-driven or customer-driven. Strong sales talent is the most common way a small …

…doing too much for customers. They will be criticized for doing too little! Employee hiring and training programs for quality work and customer orientation need to be implemented and enforced. For example, Nordstrom want ads seek employees who are "people-oriented" and who find satisfaction in going out of their way to help others. Regular training programs, with weekly department meetings to discuss customer problems, solutions, and complaints and next step actions for customers, are necessary.