TQM FINAL EXAM

The ___________ must be the organization's top priority. The organization's survival depends on the customer.

___________ are the most important customers. A ___________ is one who buys repeatedly from the same organization. Customers who are satisfied with the quality of their purchases from an organization become this kind of customer. Therefore, customer satisfaction is essential.

____________ is ensured by producing high quality products. It must be renewed with every new purchase. This cannot be accomplished if quality, even though it is high, is static. Satisfaction implies continual improvement. Continual improvement is the only way to keep customers satisfied and loyal.

______________ Information collected will be analyzed by a team with representatives from the following departments design, production, quality, marketing, and accounting.

Before implementing the entire information-gathering plan,it is a good idea to conduct a smaller pilot study involving just a few customers. This will identify problems with the information gathering methodology that should be corrected before you proceed on a larger scale. After the methodology has been appropriately refined, gather information in a timely manner.

___________ is sometimes misunderstood as one of the basic strategies used total quality setting. It does not mean asking customers what new products should be invented Customers will not tell an organization what product to produce, but they will tell the organization what they think of its products.

By knowing a customer's operations, suppliers might be able to modify their products to fit in better with the customer's operations. They might also be able to add attributes that will make the product even more attractive to the customer.

By knowing a customer's operions, suppliers might be able to propose process modifications that will improve its productivity.

By knowing a castorner's operations, suppliers might learn facts that lead to internal improvements in quality, productivity, and design in their own organizations.

is more than just sending out surveys. ____________ is part of a process that leads to continual improvements in the organization that, in turn, result in customer satisfaction.