Which of the following statements about total quality management (TQM) is False?
A) Before widespread adoption of TQM, most firms assumed that production defects were an inevitable part of mass production.
B) Japanese producers of cars, electronics and cameras showed that production defects were not inevitable.
C) From a TQM perspective, the cost of lost customers is a minor consequence of poor quality.
D) From a customer's point of view, getting a defective product and having to complain about it is inconvenient.
E) TQM methods have been applied to implementation problems other than manufacturing.

Question

Quizplus · Accepted Answer

From a TQM perspective, the cost of lost customers due to poor quality is not a minor consequence, but rather a major one. TQM focuses on meeting and exceeding customer expectations in order to retain customer loyalty and satisfaction.

Which of the Following Statements About Total Quality Management (TQM)