"A customer service manager at a retail clothing store has collected numerous customer complaints from the forms they fill out on merchandise returns. To analyze trends or patterns in these returns, she has organized these complaints into a small number of sources or factors. This is most closely related to the tool of TQM.

cause-and-effect diagram.

Explanation:

Cause-and-effect diagram is also called the Ishikawa diagram, it shows what caused a particular event by identifying, sorting, and displaying possible causes of a problem graphically.

Cause-and-effect diagram is used in product design and quality defect prevention.

The grouping of customer complaints collected and analysing for trends and patterns is closely related with cause-and-effect diagram tool of total quality management.

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