Applying Total Quality Management in Cooperative Extension

Authors

Lawrence D. Fredendall, Clemson UniversityFollow
Robert M. Lippert, Clemson University

Volume

33

Issue

3

Abstract

This article examines the use of Total Quality Management (TQM) to increase customer satisfaction in South Carolina's Agriculture Service Laboratory. First, a TQM model commonly used in service industries is explained. Then the techniques that were applied in the laboratory and the resulting outcomes are examined and discussed. The central theme of this article is how to increase the laboratory's focus on the customer.

Recommended Citation

Fredendall, L. D., & Lippert, R. M. (1995). Applying Total Quality Management in Cooperative Extension. The Journal of Extension, 33(3), Article 2. https://open.clemson.edu/joe/vol33/iss3/2