A small business owner decides that her firm has a good customer focus and adequate tools and techniques needed for a TQM program. To be assured of a strong quality program, she must also have the proper
A) benchmarking.
B) marketing research.
C) organizational culture.
D) statistical quality control.

Question

Quizplus · Accepted Answer

Organizational culture is critical for the success of TQM program. It includes the values, beliefs, attitudes, and behaviors of an organization's members that shape its operations and management style. A culture of quality starts with top management and filters down to all levels of the organization, emphasizing the importance of continuous improvement, prevention, teamwork, and customer satisfaction. Without a supportive culture, TQM efforts may fail to take root and yield the desired results. Benchmarking, marketing research, and statistical quality control are important tools and techniques but not sufficient on their own to ensure a strong quality program.

A Small Business Owner Decides That Her Firm Has a Good