A successful TQM program incorporates all of the following except __________.

A successful Total Quality Management (TQM) program emphasizes decentralized decision-making authority, which empowers employees at all levels to take ownership of their work and make decisions that can improve quality. Centralized decision-making can hinder responsiveness and flexibility, limiting the input and creativity of frontline employees who often have the best insights into the processes and challenges they face.

In contrast, benchmarking, continuous improvement, and employee training are all critical components of an effective TQM approach. Benchmarking involves comparing an organization’s processes and performance metrics to industry bests or best practices from other companies, which helps identify areas for improvement. Continuous improvement, often encapsulated in methodologies such as Kaizen, focuses on ongoing incremental improvements to processes, products, or services. Employee training ensures that all staff are equipped with the necessary skills and understanding to contribute to quality initiatives. By fostering a culture of quality where decision-making is distributed among those closest to the work, organizations can drive better results and innovation in their TQM initiatives.