Woodlander is a chain of resorts where part of 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 quality 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

Woodlander is committed to total quality management, which is a management philosophy that emphasizes continuous improvement of processes and products, customer satisfaction, and employee empowerment. The fact that part of employees' monthly incentives depends on customer satisfaction demonstrates the company's commitment to providing high-quality service and meeting customer needs. Line-flow production and just-in-time programs are production strategies that focus on efficiency and reducing waste, which are not directly related to customer satisfaction. Internal service quality refers to the level of quality in the support services provided to employees within a company, which is important but not the main focus of Woodlander's commitment.

Woodlander Is a Chain of Resorts Where Part of Employees