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 |
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
Get Answers For Free
Most questions answered within 1 hours.