Nikki, a supervisor in the local telephone company was swamped with work. she had schedules to write, reports to prepare, and performance evaluations to give. even though she knew everyone was to attend the new total quality management (tqm) training seminars, she decided to skip them. she is violating this tqm phrase:

"TQM is considered a customer-focused process and aims for continual improvement of business operations. It strives to ensure all associated employees work toward the common goals of improving product or service quality, as well as improving the procedures that are in place for production."

If she's skipping TQM training seminars she's not helping to ensure all associated employees, including her, toward improving product or service quality.

Reference: Barone, Adam. “How Total Quality Management (TQM) Works.” Investopedia, Investopedia, 15 Sept. 2019

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