Which term describes the practice of continuous improvement in quality and customer satisfaction?

• A. Flow charts
• B. Quality Council
• C. Total Quality Management
• D. Harassment

Answer: (C)

Continuous improvement in quality and customer satisfaction is described by Total Quality Management, an organization-wide approach that aims to embed quality in every process and decision. It involves everyone in the company, focuses on preventing defects and reducing variation, and uses data to drive ongoing improvements. Iterative methods like Plan-Do-Check-Act or kaizen are common, emphasizing small, continual changes that raise results for customers. Tools such as flow charts can help analyze processes, but they’re just one part of how improvements are identified; a Quality Council might oversee quality efforts, yet the broad, persistent mindset of improving quality across the organization is what Total Quality Management represents. Harassment is unrelated to quality improvement.