To gain a competitive edge this year, the upper management of a global IT company has decided to focus on customer service, employee training, and continuous quality improvement. This approach is known as
A) customer focus.
B) total quality management (TQM).
C) evidence-based management.
D) competitive edging.
E) constancy of purpose.

Question

Quizplus · Accepted Answer

Total quality management (TQM) is a comprehensive approach, led by top management and supported throughout the organization, dedicated to continuous quality improvement, training, and customer satisfaction.

To Gain a Competitive Edge This Year, the Upper Management