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 focusing on customer satisfaction by handing out customer questionnaires to understand their needs and concerns, which is a key facet of Total Quality Management (TQM).

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