The concept of total quality management (TQM) has been refined so firms can evaluate the impact of quality proposals on customer satisfaction and is now known as the _____ approach.
A) mass quality control
B) relationship marketing
C) customization
D) return on quality (ROQ)
E) societal marketing

Question

Quizplus · Accepted Answer

The Return on Quality (ROQ) approach refines the concept of Total Quality Management (TQM) by focusing on evaluating the impact of quality initiatives on customer satisfaction and the financial returns from investing in quality improvements. This approach helps organizations to prioritize quality projects that are most likely to enhance customer satisfaction and contribute positively to the company's financial performance.

The Concept of Total Quality Management (TQM) Has Been Refined