Across
- 3. all employees must be _____ for TQM to work
- 4. customer satisfaction is the ultimate ____
- 5. earliest history of the concept of quality
- 8. a visual tool used to identify the root causes of problems
- 9. the measure of how well a product or service meets customer expectation
- 10. this person determines the quality of your product
Down
- 1. continuous improvement
- 2. total quality is a _______ management system
- 6. quality expert who developed the concept of zero defects
- 7. organization responsible for establishing international quality standards