A Customer Service Manager at a Retail Clothing Store Has

Multiple Choice

A customer service manager at a retail clothing store has collected numerous customer complaints from the forms they fill out on merchandise returns. To analyze trends or patterns in these returns, she has organized these complaints into a small number of sources or factors. This is most closely related to the ________ tool of TQM.

A) quality loss function
B) cause-and-effect diagram
C) scatter diagram
D) histogram
E) process control chart