ITPEC FE Subject A April 2026 Question 56
ITPEC FE Subject A April 2026 — Question 56 of 60
Designing products and services that meet or exceed customers' expectations.
Total quality management rests on customer focus, participation by everyone in the organisation, and continuous improvement. Quality is defined by what the customer values, not by internal convenience.
Answer (a)
Why not others:
- (c) — TQM pushes decisions toward the people doing the work; preferring central decisions over empowerment is the opposite principle
- (d) — TQM depends on cross-functional cooperation; departments competing independently produce local optimisation at the expense of the whole
- (b) — hiring experienced staff may help, but recruitment policy is not part of the TQM framework
Key rule: Test each option against the three pillars — customer focus, total participation, continual improvement. Anything centralising control or isolating departments contradicts them.
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