Document Type

Closed Project

Publication Date

Winter 1994


Richard F. Deckro

Course Title

Total Quality Management I

Course Number

EMGT 510/610


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.


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