As Shelly Toure, Manager of the Downtown Portland Sears Store

Multiple Choice

As Shelly Toure, manager of the downtown Portland Sears store, hands out customer questionnaires to get a better idea of customers' needs as well as their concerns, she is exercising which facet of total quality management (TQM) ?

A) Employee participation in improving the quality of work
B) Customer satisfaction
C) Strengthening relationships with suppliers who are also customers
D) Continuous quality improvement
E) Strong leadership skills