Document Type

Closed Project

Publication Date

Winter 1994


Richard F. Deckro

Course Title

Total Quality Management I

Course Number

EMGT 510/610


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.


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