Scenario E.The top management of EatWell,a snack food manufacturer,sits down for an annual meeting.The chairperson,Janelle,wants to create processes that will help the company interact with customers and gather knowledge of their wants,needs,and buying patterns.She also wants to improve internal quality management by using some ideas from Deming's "14 points" theory.The president of the company,Lee,wants to use an approach to management that helps to attain customer satisfaction through tools that deliver high-quality goods.The senior managers put forward the idea that the organization should adopt a method to analyze the causes of defects in products that need to be eliminated to improve customer satisfaction.
-When Lee talks about an approach to management that helps to attain customer satisfaction through tools that deliver high-quality goods,he is referring to

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Quizplus · Accepted Answer

Lee is referring to the approach of total quality management, which focuses on continuous improvement, customer satisfaction, and the use of tools and methods to deliver high-quality goods. This approach aligns with Janelle's goal to gather knowledge of customer wants and needs and the senior managers' suggestion to analyze product defects, both of which are key components of total quality management.