Certified Supply Chain Professional (CSCP) Practice Exam

What is the primary focus of total quality management?

1. Enhancing short-term profits

2. Long-term success through customer satisfaction

3. Maximizing employee productivity

4. Reducing operational costs

The correct answer is: Long-term success through customer satisfaction

The primary focus of total quality management (TQM) lies in achieving long-term success through customer satisfaction. TQM is a comprehensive and structured approach to organizational management that seeks to improve the quality of products and services through continuous refinements in response to continuous feedback. This focus on meeting or exceeding customer expectations is essential, as satisfied customers are more likely to remain loyal, provide repeat business, and recommend the company to others. By emphasizing customer satisfaction, TQM fosters a culture of quality within the organization, involving all employees in the pursuit of excellence. This collective effort contributes to sustainable business success, where improved quality leads to better performance, enhanced reputation, and increased market share over time. While enhancing short-term profits, maximizing employee productivity, and reducing operational costs are important considerations in business management, they are not the primary focus of TQM. Instead, TQM aims to integrate all these elements under the umbrella of continuous improvement and long-term customer satisfaction, which ultimately supports and sustains profitability and productivity over time.