Content area
Implementations of Total Quality programs in the private sector have proven to help companies to be more successful. For many companies, both national and international, Total Quality programs represent one of their most important strategies. The most successful companies have proven to be those that achieve the highest customer expectations whether it is providing services of the highest quality and/or products that comply fully with customers needs which gives them a unique competitive advantage.
This research interprets the success of the Total Quality program at the government agency of Workers Compensation of Puerto Rico, better known as the Puerto Rico State Insurance Fund Corporation, according to the perception of non-managerial employees.
Five critical areas in the implementation and success of a Total Quality program according to the researcher are evaluated. These areas are: employees training, knowledge of the goals of the Agency, use of Agency metrics, and recognition of the internal and external clients.
374 Surveys were conducted, within a representation of eleven regions, where the Agency offers services.
'Total Quality programs challenges organizations to set goals aimed at the satisfaction for the customers and at the same time they allow the company to take action in order to maximize its resources and more efficient. When these initiatives are executed, the involvement and commitment of employees are achieved and at the same time the goals of the Agency are met.