Total Quality Management (TQM) Survey Organizations must determine the answers to two basic questions when they open their doors for business: who their customers are and what it takes to satisfy those customers. A company�s success is directly linked to how well a company satisfies its customers. Customer satisfaction is related to more than the products and services a company offers. A company can offer leading edge technology and innovative, show-stopper, got-to-have-it products/services, but if that is all the company has to offer, customers may not come back and they might not reference the company. Customers often make decisions based on what the company�s values and the company�s commitment to quality and customer service. An important trait that many successful companies share is Strong leadership � a chief executive who leads the charge with a strong belief in delivering greater value to customers. Leadership is the most important ingredient for launching and sustaining a quality improvement process. Leaders of quality companies establish clear, results-oriented go......

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