A manager of a small plumbing company is thinking about installing a total quality management (TQM) program. If TQM is installed, the manager should be aware that
A) costs cannot be allowed to limit quality goals.
B) quality must become a very important goal of the business.
C) ISO 9000 will be the controlling criterion.
D) reengineering is the most direct route to effective TQM.

Question

Quizplus · Accepted Answer

TQM requires a complete company-wide commitment to quality. This means that quality must become a very important goal of the business, and this goal should guide all aspects of the company's activities, from design and production to customer service and support. While costs are important, they cannot be allowed to limit quality goals, and ISO 9000 may be one framework that can support TQM efforts. Reengineering may be one tool that a company uses to improve processes and support TQM, but it is not the only or most direct route.

A Manager of a Small Plumbing Company Is Thinking About