Abstract The customer is the driving force behind the quality movement around the world. At one time quality and customer satisfaction seemed to be light years apart, but over the years, quality has turned those trends around allowing real customer satisfaction to occur. By adding quality to the manufacturing process the goal, customer satisfaction, is obtainable. Customer satisfaction is the reason companies are in business and profits are made when satisfied customers return and bring …showed first 75 words of 1953 total…

…showed last 75 words of 1953 total…Retrieved December 4, 2004 <Tab/>from: http://www.theacsi.com/government/govt-key.html. Government Executive Magazine. Retrieved December 4, 2004 from: <Tab/>http://www.govexec.com/dailyfed/1202/121702al.htm. Measuring Public Satisfaction with Government Agencies. Retrieved December 4, 2004 <Tab/>from: http://www.customerservice.gov/assets/wp_ann%20hull.html. Juran, J.M. (1988) Juran on Planning for Quality, New York: Free Press, retrieved from http://www.which.co.uk/