Summary of TQM

The Agricultural Service Laboratory first recognized the need to consider the end customer's satisfaction with its services. It then began a TQM evaluation by surveying end customers and internal customers. The surveys showed that the laboratory needs to take certain steps to improve customer satisfaction. First, it needs to continue implementing the means of optimizing turn-around time for laboratory reports. Second, it needs to evaluate how to improve the appearance of its reports.
TQM is a process of continuous improvement that is applicable to the entire Cooperative Extension network. The use of customer surveys is a valuable starting point for any TQM effort. It helps to ensure that change is directed towards satisfying the customer. Also, it encourages continual change. As one improvement is made, another need is identified and the search to develop a method of meeting this need or removing a cause of dissatisfaction begins.