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Which of the following is not a critical dimension for successful implementation of TQM in a...

Which of the following is not a critical dimension for successful implementation of TQM in a service context?

information and analysis system

customer focus

human resource management

employee satisfaction

decision centralization
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Answer #1

Solution: decision centralization

Explanation: Twelve critical dimensions have been identified are: (1) Top-management commitment and visionary leadership, (2) benchmarking, (3) technical , (4) Information and analysis system, (5) system, inclusive of service process design and process management Human resource management (6) continuous improvement, (7) Employee satisfaction, (8) Customer focus, (9) Service culture, (10) Social responsibility, (11) Servicescapes, and (12) Union intervention and employee relations

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