Exhibit 2-11 What is Quality Management? Intense focus on the customer. Concern for continual improvement Process-focused. Improvement in the quality of everything. Accurate measurement. Empowerment of employees. 2007 Prentice Hall,Inc.All rights reserved. 2-34 Exhibit 2 Exhibit 2–11 What is What is Qy g uality Management? Intense focus on the customer. Concern for continual improvement Process-focused. Improvement in the Improvement in the quality of everything quality of everything. Accurate measurement. Empowerment of employees. © 2007 Prentice Hall, Inc. All rights reserved. 2–34