Business – 9.2 Quality management – Quality control and assurance | e-Consult
9.2 Quality management – Quality control and assurance (1 questions)
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Answer: TQM places the customer at the centre of all activities, leading to:
- Improved product/service reliability: Fewer defects mean customers receive what they expect, increasing trust.
- Responsive feedback loops: Systematic collection and analysis of customer complaints enable rapid corrective action, enhancing perceived value.
- Enhanced brand reputation: Consistent quality builds a positive image, encouraging repeat purchases and word‑of‑mouth referrals.
These factors are reflected in higher Net Promoter Scores (NPS), increased repeat‑purchase rates, and ultimately greater market share.