Depending on the whether a firm is one the service industry or the manufacturing industry, the techniques for total quality management will vary. The most common characteristics that cause this difference is the fact that in the service industry, the product is intangible compared to manufacturing of tangible goods (Wessel & Burcher, 2010). The manufacturing industry was the first to experience success in the application of total quality management techniques. Because of this of this success, TQM techniques had to be made to fit into the service industry. The financial industry is in the service industry and supermarkets and financial investment firms belong to this industry (Yasin, et al., 2009).