Achieving Success in Nonprofit Organizations

Chapter 15

Total Quality

Integrating Customer, Employee, and Process Voices

Timothy J. Kloppenborg

Timothy J. Kloppenborg is a Professor Emeritus from Xavier University. He has published books on leadership and project management. Tim is a Certified Project Management Professional (PMP®). He has worked with over 150 volunteer organizations, directly and through supervising student projects. He has ­hands-­on and consulting experience in six continents.

Introduction

Organizations that want to consistently deliver excellent quality to their clients and continuously improve can use guidance from the ­Malcolm Baldrige and ISO frameworks. In this chapter, we cover the t­actical responsibilities of listening to and integrating three sets of voices ...