Total Quality Management: QTM Pertaining to Small Businesses in Sales and Service
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Many businesses are watching their market shares decline as more an more customers demand greater quality. Japan's penetration into the American market has been built around the quality concept. Business today are beginning to see the light; that if you don't have quality, you don't have customers. Total quality management (TQM) is a program which any size organization can undertake, to bring about a the cultural change toward quality necessary for survival in the highly competitive future. The first part of this paper will discuss the history of TQM, and show examples of the results brought about with the implementation of such a program. Specific characteristics necessary to adopt such a program will be discussed, and how these relate to the world of small business, sales, and service. Finally, some of the dangers that may occur while attempting to implement TQM will be brought to light. The second section of this paper will discuss the experiences of my internship with Engineered Packaging Systems. A description of the project I undertook and the jobs involved will be presented, as well as the results found. The third section contains a brief personal description of the WESIP experience and its effect on my future plans, and goals.