Question

Which one of the following is a principle of TQM ?

• A. Product-Centred system
• B. Intermittent improvement
• C. Customer-focus
• D. Decision made by top executives

Hint:

The three words in "Total Quality Management" hint at the principles:
- Total: Everyone is involved (not just top executives).
- Quality: Defined by the customer (customer-focus).
- Management: Through systematic, process-centered, continuous improvement.

Answer 1

The Correct Option is C

Step 1: Understanding the Question:
The question asks to identify a core principle of Total Quality Management (TQM).

Step 2: Detailed Explanation:
Total Quality Management (TQM) is a management philosophy that involves all employees in an organization in a continual effort to improve the quality of products, services, and processes.
Some of its core principles are:
-

Customer Focus: TQM organizations recognize that the customer determines the level of quality.
Understanding and satisfying customer needs is paramount.
This is a fundamental principle.
-

Total Employee Involvement: All employees participate in working toward common goals.
TQM aims to empower employees, not have decisions made only by top executives.
-

Process-centered: TQM focuses on the processes that lead to the final product or service.
-

Continuous Improvement (Kaizen): TQM is a commitment to a continuous, ongoing process of improvement, not intermittent or one-off fixes.
Let's evaluate the options:
(A) Product-Centred system: TQM is customer-centered, not product-centered.
(B) Intermittent improvement: TQM is based on continuous improvement.
(C) Customer-focus: This is a core pillar of TQM.
(D) Decision made by top executives: TQM advocates for total employee involvement and decentralized decision-making.

Step 3: Final Answer:
Customer-focus is a key principle of TQM.
This corresponds to option (C).