As Shelly Toure, manager of the downtown Portland Sears store, 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 Toure is focused on customer satisfaction by gathering feedback through customer questionnaires. This is a key aspect of TQM, which emphasizes meeting and exceeding customer expectations.

As Shelly Toure, Manager of the Downtown Portland Sears Store