As Shelly Jones, manager of Sears, hands out customer questionnaires to get a better idea of customers' needs as well as their concerns, she is exercising which facet of total quality management (TQM)?
A) employee participation in improving the quality of work
B) customer satisfaction
C) strengthening relationships with suppliers who are also customers
D) continuous quality improvement
E) strong leadership skills

Question

Quizplus · Accepted Answer

Shelly Jones is exercising the facet of customer satisfaction by handing out customer questionnaires to better understand their needs and concerns. This is a crucial aspect of TQM as it focuses on meeting or exceeding customer expectations.

As Shelly Jones, Manager of Sears, Hands Out Customer Questionnaires