Total Quality Management

question 71

Multiple Choice

Total quality management:

• A) requires that everyone in the organization be concerned with improving quality.
• B) means more than just using statistical controls to reduce manufacturing defects.
• C) views the cost of lost customers as an important result of quality problems.
• D) applies to service producers as well as manufacturers.
• E) All of these alternatives are correct.

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Definitions:

Organizational Citizenship Behaviors

Voluntary actions performed by employees that contribute to the overall positive functioning of an organization.

Entitlement At Work

A belief or expectation by employees that they deserve certain privileges or treatment in the workplace, regardless of their performance or behavior.

360-degree Feedback Method

A performance appraisal technique involving feedback from a circle of stakeholders, including supervisors, peers, subordinates, and sometimes customers.

Displaced Anger

The redirection of anger from its original source to an unrelated target, often due to inability or unwillingness to confront the true source.