Richard F. Deckro
Total Quality Management I
Today, customers' satisfaction is the critical key for success; not only to give services, but also to satisfy customers needs. This paper presents brief steps for an environmental laboratory to satisfy their customers by increasing quality service. Providing poor quality will hurt profit. Achieving customer satisfaction can be done through 3 steps. A manager should master TQM. Thus, this paper concludes that quality service by implementing TQM does not work only in the industry but also in the environmental laboratory.
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Tanoko, Riniwati, "Customers' Satisfaction in the Environmental Laboratory" (1994). Engineering and Technology Management Student Projects. 1278.