Question

Janet has discussed a problem she is having with her AT&T communications services with an AT&T representative via chat. During the last chat, the AT&T rep writes that the company will be sending Janet a brief survey about the services she received so the company can better address customers' needs and concerns and requests that she complete it and return it. Which facet of total quality management (TQM) is being exercised?

Answer 1

AT&T is utilizing the Total Quality Management facet of customer feedback by sending a survey to Janet to assess and improve the service quality.

Step-by-step explanation:

The facet of Total Quality Management (TQM) being exercised by AT&T is customer feedback. TQM is a management approach centered on quality, based on the participation of all members of an organization and aiming at long-term success through customer satisfaction. By requesting a survey from Janet to assess the quality of service she received, AT&T is actively engaging in the customer-focused element of TQM.

They are seeking to understand customer needs and concerns in order to improve their products and services. This approach to quality management involves the continuous improvement of organizational processes, resulting in high-quality products and services.