If a company is customer-centered, its customers are defined as:
Answer(s): C
One of the principles of total quality management (TQM) is customer orientation, whether the customer is internal or external. An internal customer is a member of the organization who relies on another member's work to accomplish his/her task.
Which statement best describes the emphasis of total quality management (TQM)?
The basic principles of TQM include (1) doing each job right the first time, (2) being customer oriented, (3) committing the organizational culture to continuous improvement, and (4) building teamwork and employee empowerment.
The use of teams in total quality management (TQM) is important because:
Answer(s): A
Teams can use the diverse knowledge and skills of all team members. Employee involvement means training and empowering employees to harness their creativity for problem solving. Quality control circles are used to obtain input from employees and to locate the best perspective on problem solving.
Which statement best describes total quality management (TQM)?
TQM establishes quality as an organizational objective and views it as a major component of the organization's service to its customers. It emphasizes employee training and commitment, product service design and production, and customer service. Ordinarily, the quality of a product or service is as important to customers as cost and timeliness. Superior product quality is not merely the result of more inspection, better statistical quality control, and cross-functional teamwork. Manufactures must make fundamental changes in the way they produce products and do each job right the first time.
Which of the following is not true about the advantages of adopting ISO 9000 standards?
Market pressure is usually the primary reason that entities adopt ISO 9000 standards. However, many entities that register make internal process and quality improvement as a result. ISO 9000 forces entities to share information, which leads to a better understanding of who internal customers and users are.
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