A Customer Service Manager at a Retail Clothing Store Has

question 53

Multiple Choice

A customer service manager at a retail clothing store has collected numerous customer complaints from the forms they fill out on merchandise returns. To analyze trends or patterns in these returns, she has organized these complaints into a small number of sources or factors. This is most closely related to the ________ tool of TQM.

• A) quality loss function
• B) cause-and-effect diagram
• C) scatter diagram
• D) histogram
• E) process control chart

---

Definitions:

Term Lease

A lease agreement that specifies a fixed period of time for the lease of property.

Bailee

A person or entity that has temporary custody or control of another person's property under a bailment agreement.

Liable

Being legally responsible or obligated, especially in the context of paying damages or fulfilling contractual agreements.

Joint Tenancy

A form of co-ownership where property is owned by two or more parties with the right of survivorship, meaning upon the death of one owner, the property automatically passes to the surviving owner(s).