Which of the following is NOT an element of a Total Quality Management (TQM) program?

In a Total Quality Management (TQM) program, the focus is on creating an environment where all employees are encouraged to contribute to the organization's quality objectives. This is achieved through several key elements, such as empowering front-line workers, decentralizing decision-making, and providing channels for customer feedback.

Empowering front-line workers is crucial because these employees are often the ones who directly interact with customers and understand their needs best. When they have the authority to make decisions, it leads to quicker responses and improvements in service quality.

Decentralizing decision-making supports TQM principles by promoting a culture of involvement and inclusivity, allowing various levels of the organization to participate in quality improvement efforts. This ensures that decisions are made closer to the relevant issues, enhancing responsiveness and effectiveness.

Providing customer feedback channels is vital as it enables organizations to listen to customers and make informed adjustments to products and services based on their experiences and preferences. This alignment with customer needs is a foundational aspect of TQM.

In contrast, centralizing decision-making would contradict TQM principles by limiting the involvement of employees at different levels and hindering responsiveness to customer needs. Centralization often leads to a more rigid structure that can delay improvements and reduce overall quality, which does not align with the goals of a