ASQ Certified Quality Engineer (CQE) — Question 32

In obtaining Total Customer Satisfaction, management should NOT undertake which of the following activities?

Answer options

• A. Use employee involvement and teamwork.
• B. Encourage team competition.
• C. Encourage sacrificing for the team.
• D. Coordinate efforts of the departments.

Correct answer: B

Explanation

The correct answer is B because encouraging team competition can lead to a focus on individual performance rather than overall customer satisfaction. The other options, A, C, and D, promote collaboration and a unified approach, which are essential for achieving Total Customer Satisfaction.