During the 1990s,the management "craze" was TQM (Total Quality Management) in which workers used the term "customer" to describe anyone who was receiving their services, not just real customers that were purchasing goods and services from the firm. Government agencies also joined in. For example, IRS managers told IRS agents to call taxpayers with whom they dealt "customers," and when I was doing some work at the Tennessee Valley Authority, we were to call people in other departments that ordered a computer from my department "customers."

Using your reading from Peter Klein, explain why the TQM initiatives tended to work better at regular business firms than they did with government agencies.