ITPEC FE Morning October 2018 Question 76
ITPEC FE Morning October 2018 — Question 76 of 80
Total Quality Management (TQM) — designing for customer satisfaction across the entire organization.
TQM is a management philosophy centered on customer satisfaction, continuous improvement, and organization-wide participation in quality processes.
Correct answer: a) Designing products and services that meet or exceed customers' expectations — this directly reflects TQM's core principle of customer-focused quality.
Why not the others:
- b) Focusing on hiring experienced staff — this is an HR practice, not a TQM principle
- c) Prioritizing central decisions over empowerment — TQM actually encourages employee empowerment; centralized control contradicts it
- d) Departments working independently and competitively — TQM promotes cross-functional collaboration, not internal competition
Key rule: TQM = customer focus + continuous improvement + total employee involvement. Any option emphasizing siloed work, centralized control, or ignoring customer expectations is not TQM.
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