Which three of the following statements are correct? (a) TOM is a good example of a continuous improvement technique which together with cause- effect diagrams may significantly help diagnose quality-related problems. (b) TOM may have a great impact on businesses, which goes way beyond its current fashionability because it inherently has a great intuitive attraction to many people since most of them want “high quality” products and services, and the approach has proved in many cases that it can lead to dramatic increases in operational effectiveness. (c) Without the contributions of the “quality gurus” such as Feigenbaum, Deming, Juran, Ishikawa, Taguchi and Crosby. TOM as an improvement philosophy and as an organisational approach to manage improvement efforts, would never have materialised. (d) Crosby's contribution to “quality thinking” may be traced back to the phrases of “zero defects” as an absolute performance standard, measuring the “price of non-conformance” and “fitness for use” as a user-based approach to quality. (e) TOM may be viewed as a managerial philosophy, “a way of thinking and doing”, primarily concerned with meeting the needs and expectations of customers/clients. It moves the focus and responsibility for quality away from merely the production/operations function to being a major concern for the whole business or organization. 1 abe 2 cde 3 adc 4 bce 5 abc
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