A customer service manager at a retail clothing store has collected numerous customer complaints from the forms they fill out on merchandise returns. To analyze trends or patterns in these returns, she has organized these complaints into a small number of sources or factors. This is most closely related to the ________ tool of TQM.

Question

Quizplus · Accepted Answer

Organizing customer complaints into a small number of sources or factors is part of the cause-and-effect diagram tool of TQM, which helps identify the root causes of problems and their effects. The other tools mentioned (quality loss function, scatter diagram, histogram, process control chart) are not directly related to organizing customer complaints in this manner.

A Customer Service Manager at a Retail Clothing Store Has