As Riley Jones, manager of Dillards, hands out customer questionnaires to get a better idea of customers' needs as well as their concerns, she is exercising which facet of total quality management (TQM) ?

Question

Dayanara Torres

Business

25 September, 01:26

As Riley Jones, manager of Dillards, hands out customer questionnaires to get a better idea of customers' needs as well as their concerns, she is exercising which facet of total quality management (TQM) ?

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Answers (1)

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Zimmerman · Answer 1

Customer Focus / Customer Satisfaction

Explanation:

Total quantity management is a philosophy that focuses on the continual improvement of the product and service that an organisation renders and the quality of its processes, to meet and exceed customer expectations.

One of the important aspect of TQM is the aspect of customer focus which allows organisations to design products or services that meet or exceed the customer's expectations. This involves the product itself, its functionality, attributes, convenience and even the process by which its receives customer's feedback about a product or services rendered.

Therefore, as Riley Jones, hands out customer questionnaires to get a better idea of customers' needs as well as their concerns, she is exercising the facets of Customer focus and satisfaction in respect of total quality management (TQM).