Which of the following statements about customer focus is false?
A) It must start at the top of the organization.
B) It is a central part of TQM.
C) It can be facilitated by soliciting feedback from the customer.
D) It requires that all employees see the customer as the focus of their activity.
E) It can be achieved by mass customization.

Question

Quizplus · Accepted Answer

Mass customization refers to creating personalized products or services for individual customers. While this can be a way to meet customer needs, it is not the only way to achieve customer focus. The other statements are true: customer focus should start at the top, it's a core principle of TQM, feedback is important for understanding customer needs, and all employees should prioritize customer satisfaction.

Which of the Following Statements About Customer Focus Is False