The New Business (Scenario)
Nada has started on her own children's clothing manufacturing company. She is a bit nervous but is confident that the compa succeed. Nada plans to implement a total quality management program in her company. To launch the program, she develop of training workshops for her managers.
-In the second workshop, Nada explains the key principles of total quality management. Which of the following is she most likely to mention?
A) discipline of employees
B) intense focus on the customer
C) focus on work products rather than processes
D) reduced attention to complaint resolution

Question

Quizplus · Accepted Answer

Total Quality Management emphasizes a strong focus on the customer and meeting their needs and expectations. This is accomplished through continuous improvement of processes and products. It also involves empowering employees to identify and solve problems and seeking out customer feedback to continuously improve. Discipline of employees is important but is not a key principle of TQM. Focus on work products rather than processes and reduced attention to complaint resolution are not principles of TQM, as TQM involves a focus on both processes and products and prioritizes resolving customer complaints to improve the overall quality of the product and service.