Which of the following approaches to explaining the importance of quality is likely to capture...

Recommended Answer: A. Voice of the customer examples

Explanation: Executive management is often concerned about customer satisfaction and meeting customer needs. The “voice of the customer” emphasizes understanding customer expectations and using their feedback to drive improvements. Providing real examples of how customer feedback influenced positive changes can capture executive attention.

ISO Audit Reports:

While ISO audit reports are essential for compliance and process improvement, they may not immediately resonate with executive management. Audits are necessary, but they focus on adherence to standards rather than the broader impact on business outcomes.

Reengineering Progress Reports:

Reengineering progress reports highlight process redesign efforts. While important, these reports may not be the most attention-grabbing for executives unless they directly tie to strategic goals or financial results.

Cost of Quality Reports:

Recommended Answer: D. Cost of quality reports

Explanation: Cost of quality reports quantify the financial impact of quality-related activities (both prevention and failure costs). Executives are often interested in cost savings, efficiency gains, and overall financial performance. Demonstrating how quality practices impact the bottom line can capture their attention.

In summary, emphasizing the voice of the customer and presenting cost of quality reports are likely to resonate with executive management. These approaches align with the CMQ/OE’s role in driving organizational excellence and strategic improvements12.