The authors define total quality management or customer service management as an attitude that has every employee acting like a concierge and thinking like a manager.

Question

Quizplus · Accepted Answer

Total Quality Management (TQM) or Customer Service Management indeed emphasizes an organizational culture where every employee is focused on quality and customer satisfaction, acting proactively and with ownership, similar to a concierge's attentiveness and a manager's strategic thinking.

The Authors Define Total Quality Management or Customer Service Management