The Northport YMCA operates an indoor pool that permits year-round swimming. The YMCA offers a variety of

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The Northport YMCA operates an indoor pool that permits year-round swimming. The YMCA offers a variety of member services such as youth and adult swimming lessons, lap swimming, and unstructured open recreational swimming. The aquatics director wishes to implement TQM at the facility and has prepared a list of questions to help achieve her objective. Using your knowledge of recreational facilities, such as the Northport YMCA, provide examples of answers for each of the following TQM questions.

- Who are our customers?

- What are the needs of our customers?

- How can our services satisfy their needs?

- Which processes are crucial to meeting their needs?

- How do we ensure our processes are satisfactory?

- Which performance measures ensure high-quality processes?

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