ACCA Performance Management (F5) Certification Practice Exam

What is typically NOT a main objective of TQM?

1. Encouraging employee participation

2. Focusing solely on customer complaints

3. Continuous improvement of processes

4. Designing systems with total quality in mind

The correct answer is: Focusing solely on customer complaints

Focusing solely on customer complaints is not a main objective of Total Quality Management (TQM) because TQM emphasizes a holistic approach to quality that extends beyond just addressing complaints. While customer feedback is vital and can help identify areas for improvement, TQM involves proactively creating processes and systems that prevent issues from arising in the first place. The philosophy of TQM is centered around continuous improvement, employee engagement, and designing processes with a focus on achieving quality at every stage of production and service delivery. Encouraging employee participation is fundamental in TQM as it harnesses the collective input and creativity of all staff members, leading to better quality outcomes. Continuous improvement of processes is another key objective, as it fosters an environment where organizations strive for excellence and efficiency. Moreover, designing systems with total quality in mind ensures that quality is embedded into the very fabric of operations, rather than being a reactive measure to customer complaints.