The top management of EatWell, a snack food manufacturer, sits down for an annual meeting. The chairperson, Janelle, wants to create processes that will help the company interact with customers and gather knowledge of their wants, needs, and buying patterns. She also wants to improve internal quality management by using some ideas from Deming's "14 points" theory. The president of the company, Lee, wants to use an approach to management that helps to attain customer satisfaction through tools that deliver high-quality goods. The senior managers put forward the idea that the organization should adopt a method to analyze the causes of defects in products that need to be eliminated to improve customer satisfaction. Which of the following is a point from Deming's "14 points" theory that the company can use to improve internal quality management?

Question

Quizplus · Accepted Answer

Deming's "14 points" theory emphasizes the importance of providing education and training to employees to improve the quality of the organization's products and services. Therefore, instituting a program of education and retraining is a useful point from Deming's theory that can be used to improve internal quality management in the organization. The other options, such as increasing dependence on mass inspection, upholding barriers within departments, providing slogans and exhortations, and expanding numerical quotas, do not align with Deming's philosophy of continuous improvement and may not help improve quality management in the organization.

The Top Management of EatWell, a Snack Food Manufacturer, Sits