The approach to strategic formulation and implementation utilizing strategies of total quality management to meet or exceed customers' expectations and continuously improve products and/or services is referred to as the:
A) value-added imperative.
B) quality imperative.
C) political imperative.
D) economic imperative.

Question

Quizplus · Accepted Answer

A quality imperative takes two interdependent paths: (1) a change in attitudes and a raising of expectation for service quality and (2) the implementation of management practices that are designed to make quality improvement an ongoing process. Commonly called total quality management, or simply TQM, the approach takes a wide number of forms, including cross-training personnel to do the jobs of all members in their work group, process re-engineering designed to help identify and eliminate redundant tasks and wasteful effort, and reward systems designed to reinforce quality performance.

The Approach to Strategic Formulation and Implementation Utilizing Strategies of Total