A customer service manager at a retail clothing store has collected numerous customer complaints from the forms they fill out on merchandise returns. To analyze trends or patterns in these returns, she has organized these complaints into a small number of sources or factors. This is most closely related to the __________ tool of TQM.

Question

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Organizing customer complaints into sources or factors is a technique used in cause-and-effect diagrams, which are a tool of Total Quality Management (TQM). Cause-and-effect diagrams are also known as Ishikawa or fishbone diagrams, and help to identify the root cause of a problem by breaking it down into smaller categories.

A Customer Service Manager at a Retail Clothing Store Has