What is the focus of total quality management (TQM)?
A) TQM recognizes that perfect quality can never be attained, so it focuses on attainable short-term results.
B) TQM calls for the establishment of a quality department that is staffed by specialists who have complete authority and responsibility to initiate quality improvement programs.
C) TQM recognizes that quality is defined by the preferences and perceptions of the customer.
D) TQM emphasizes the role of the individual rather than the role of teams.

Question

Quizplus · Accepted Answer

The focus of TQM is on meeting or exceeding customer expectations by improving quality throughout the entire organization, with the understanding that quality is ultimately defined by the customer. TQM emphasizes the involvement of all employees in the organization, not just specialists, and often emphasizes the use of teams to identify and solve quality problems. TQM also focuses on long-term, continuous improvement rather than short-term fixes. Option A is incorrect because TQM is focused on long-term results and continuous improvement. Option B is incorrect because TQM emphasizes the involvement of all employees, not just a quality department, and does not rely on top-down authority to initiate improvement programs. Option D is incorrect because TQM emphasizes the importance of teamwork and involvement of all employees, not just individuals.

What Is the Focus of Total Quality Management (TQM)