Woodlander is a chain of resorts where part of the employees' monthly incentives depends on customer satisfaction. Sixty percent of the incentive is based on performance and the remaining forty percent is based on customer satisfaction ratings and the class of service. In this case, Woodlander is committed to _____.
A) total quality management
B) line-flow production
C) implementing a just-in-time program
D) internal service quality

Question

Quizplus · Accepted Answer

Total quality management (TQM) is a management philosophy that emphasizes continuous improvement in all aspects of an organization, including its products and services, production processes, and customer satisfaction. By basing part of their employees' incentives on customer satisfaction, Woodlander is demonstrating a commitment to TQM principles. This helps to ensure that the organization is focused on providing high-quality products and services that satisfy customer needs and expectations.

Woodlander Is a Chain of Resorts Where Part of the Employees