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.

Quality management is the process of overseeing activities and tasks to maintain a desired level of excellence. This includes determining a quality policy, creating and implementing quality planning and assurance, and quality control and improvement.  The International Organization for Standardization (ISO) is an independent, non-governmental organization that develops international standards for quality management. ISO 9000 is a set of standards that aims to encourage the production of goods and services that meet a globally-acceptable level of quality. The seven principles of quality... Show more

Quality management is the process of overseeing activities and tasks to maintain a desired level of excellence. This includes determining a quality policy, creating and implementing quality planning and assurance, and quality control and improvement. 

The International Organization for Standardization (ISO) is an independent, non-governmental organization that develops international standards for quality management. ISO 9000 is a set of standards that aims to encourage the production of goods and services that meet a globally-acceptable level of quality. The seven principles of quality management are:
Engagement of people
Customer focus
Leadership
Process approach
Improvement
Evidence-based decision making
Relationship management 

Quality management systems can be designed to be tailored to the firm's circumstances and engagements. For example, the International Standard on Quality Management (ISQM) 1 is a set of principles that focus on audit quality and risk management. ISQM 1 encourages firms to prioritize quality when performing audits and other assurance engagements. 

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