Which component of Total Quality Management (TQM) focuses on the customer viewpoint to determine quality?
A) Customer focus
B) Continuous improvement
C) Management by data and facts
D) Employee empowerment

Question

Quizplus · Accepted Answer

A) Correct. Customer focus is where the customer viewpoint determines what quality is.
B) Incorrect. Continuous improvement is where companies improve the activities used to produce products and services, resulting in higher quality products and services.
C) Incorrect. Management by data and facts is where companies gather information to understand how their processes work, what can be produced, and where improvements can be made.
D) Incorrect. Employee empowerment is where top management must demonstrate its buy-in, commitment, and involvement to quality improvements.

Which Component of Total Quality Management (TQM) Focuses on the Customer