Total Quality Management (TQM) Survey No matter what industry or sector an organization is in, there is major value in quality and maintaining customer relationships. The two industry sectors I will be examining are service and non-profit. The organizations that I will examine in each industry respectively are Baker Hughes Business Support Services (BHBSS) and United Way. There are differences in the measurement of quality in regards to customer satisfaction; however, there is still a basic need for customer-driven quality in each of these organizations. Another key similarity in the success of the two industries is the importance of leadership and leadership support within the organizations. The standards for quality have to start at the top, if leadership is lacking then there will be a breakdown in quality with the lower-level employees. BHBSS provides shared services support for the Baker Hughes Incorporated organization as a whole. It is very important that BHBSS provide the highest quality service to its customers. This division of the organization was creating to s......

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