How Does the Oregon Department of Transportation Identify Their Customers and Determine What They Want

Authors

Art Louie, Portland State UniversityFollow

Document Type

Closed Project

Publication Date

Winter 1994

Instructor

Richard F. Deckro

Course Title

Total Quality Management I

Course Number

EMGT 510/610

Abstract

The focus on customer satisfaction is key to the success of any Total Quality Management strategy. In the manufacturing or the service industries, the external customers are easy to identify. The author suggests four imperatives to follow to help determine what their external customers want. These four legal imperatives are the: Legal Imperative, Policy Imperative, Political Imperative and Practical Imperative.

Rights

In Copyright. URI: http://rightsstatements.org/vocab/InC/1.0/ This Item is protected by copyright and/or related rights. You are free to use this Item in any way that is permitted by the copyright and related rights legislation that applies to your use. For other uses you need to obtain permission from the rights-holder(s).

Comments

This project is only available to students, staff, and faculty of Portland State University.

Persistent Identifier

http://archives.pdx.edu/ds/psu/24192

Citation Details

Louie, Art, "How Does the Oregon Department of Transportation Identify Their Customers and Determine What They Want" (1994). Engineering and Technology Management Student Projects. 1273.
http://archives.pdx.edu/ds/psu/24192