Lec 08 STM3633 Sem 1 24-25

a fundamental attribute of Total Quality Management (TQM) is

• Focusing on short-term profit

• Customer-focused approach

• Limiting employee involvement

• Reducing production speed

In TQM, decision-making is typically based on

• Intuition and personal preference

• Data and factual analysis

• Short-term profits

• Guesswork

Which attribute aimed to reduce waste and inefficiencies within an organization?

• Customer focus

• Employee involvement

• Short-term goals

• Continuous improvement

What is customer defection?

• customers buying more from a business

• customers leaving a company for a competitor

• Offering discounts to retain customers

• Improving product quality to attract customers

the most relevant for measuring customer satisfaction with a physical product is

• Product packaging design

• Company’s advertising spend

• Retailer recommendations

• warranty claims and returns

the role of teamwork in an organization is

• Completing tasks individually

• Reducing individual accountability

• Working collectively

• Avoiding communication between team

In a team setting, empowerment is most likely to lead to:

• Reduced job satisfaction

• Increased conflicts

• Less communication between members

• Higher levels of ownership and responsibility

Difference between TQM and Quality Assurance (QA)

• TQM focuses on product inspection, while QA focuses on process improvement

• QA is process-oriented, while TQM includes the entire organization and culture

• TQM does not involve employee training, while QA requires it

• QA is only concerned with customer feedback, whereas TQM ignores it