Which of the following statements best describes total quality management?
A) A process aimed at improving product quality,increasing competition based on quality,and quality improvement among employees
B) The coordination of efforts directed at improving customer satisfaction,increasing employee participation,forming and strengthening supplier partnerships,and facilitating continuous quality improvements
C) A method of increasing overall financial benefits,emphasizing faster development of innovations,and improving customer satisfaction
D) A process directed at controlling marketing activities at a higher level of involvement among the firms' employees
E) An approach used to emphasize the need for quality among a firm's hierarchy of employees,beginning with top-level executives

Question

Quizplus · Accepted Answer

Total quality management (TQM) involves the coordination of efforts to improve customer satisfaction, increase employee participation, form and strengthen supplier partnerships, and facilitate continuous quality improvements. TQM is a process-oriented approach that is aimed at achieving organizational excellence by continuously improving all processes that provide value to the customer. Option A is incorrect because it only focuses on product quality and employee improvement. Option C is incorrect because it only emphasizes financial benefits and innovation. Option D is incorrect because it relates to marketing activities rather than the overall approach to quality management. Option E is incorrect because it only focuses on the hierarchy of employees rather than the coordination of efforts to improve quality across the organization.

Which of the Following Statements Best Describes Total Quality Management