Construct a control chart from the following data. Answer:

Question

Exhibit

Options

• AProvide better procedures for customer service personnel
• BRestrict access to customer data
• CHave supervisors available to answer more questions
• DUtilize employee involvement

• A
  3% (1)
• B
  7% (2)
• C
  3% (1)
• D
  86% (25)

Explanation

Utilizing employee involvement (D) is correct because control charts are quality management tools rooted in Total Quality Management (TQM) philosophy, which holds that front-line employees closest to the work have the deepest insight into process problems and their root causes - making their involvement essential for meaningful, lasting improvement.

Why the distractors fail:

• A (Better procedures) is a top-down, management-imposed fix that skips root-cause analysis and lacks employee buy-in, making it less effective and sustainable.
• B (Restrict access to customer data) addresses security, not process quality - it's completely unrelated to what a control chart measures.
• C (Supervisors available for questions) adds oversight but doesn't engage the people who actually understand why the process is failing; it treats symptoms rather than causes.

Memory tip: Think "control chart → find the problem → involve the people who do the work." In any quality/process question, employee involvement is almost always preferred over management mandates because it builds ownership and surfaces ground-level knowledge that supervisors and procedures miss.

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