Formulating a plan to close the quality gap
A)requires a strong customer focus.
B)is the exclusive responsibility of top management.
C)is an example of finding ways to measure quality.
D)is the responsibility of manufacturing.
E)should be done by qualified TQM consultants.

Question

Quizplus · Accepted Answer

Closing the quality gap requires a strong customer focus because the ultimate goal is to meet or exceed customer expectations. Without understanding and considering customer needs, any plan will fall short. Top management, manufacturing, and quality consultants may play a role in formulating the plan, but a customer focus is essential. Finding ways to measure quality is also important but is just one element of the plan.

Formulating a Plan to Close the Quality Gap