Total Quality Management (TQM) has been defined as responsive customer service through continuously improved and redesigned work processes (Quality Progress, July 1995). However, as its usage has grown it has been called different names by different organizations. At the University of North Carolina in Charlotte

(UNCC), where TQM implementation began in 1992, it is called Continuous Quality Improvcrnent

(CQI). In evaluating perceptions of CQI, UNCC professors K. Buch and J. W. Shelnutt asked 159 employees to indicate how strongly they agreed or disagreed with a series of statements including: "I believe that management is committed to CQI."

The following responses were received:

Strongly Neither agree Strongly agree Agree nor disagree Disagree disaeree 30 64 41 18 6 Source: Buch, K., and Shelnut, J. W. "UNC Charlotte measures the effects of its quality initiative." Quality Progress, July 1995. p. 75 (Table 2).

a. Define the experiment and list the sample points.

b. Assign probabilities to the sample points.

c. What is the probability that an employee agrees or strongly agrees with the above statement?

d. What is the probability that an employee does not strongly agree with the above statement?