1. Describe the key stages of integrating total quality into the strategy of an organization of your choice.

2. Explain the difference between the Whats and the Hows of a company in the utility sector. Identify likely critical success factors for such an organization and list possible key performance indicators for each one.

3. A legal firm is concerned about the changes taking place in its sector and believes that the market is polarising into a high value high fees end and a quick and dirty cheaper service associated with lower quality. Prepare a presentation to the senior management of the firm which provides an alternative view and show them how they could look at developing their business accordingly in the future.

4. You are the manager of a busy insurance office. Last years abnormal winter gales led to an exceptionally high level of insurance claims for house damage caused by strong winds, and you had considerable problems in coping with the greatly increased workload. The result was excessively long delays in both acknowledging and settling customers claims. Your area manager has asked you to outline a plan for dealing with such a situation should it arise again. The plan should identify what actions you would take to deal with the work, and what, if anything, should be done now to enable you to take those actions should the need arise. What proposals would you make, and why?

5. Discuss the application of quality function deployment (QFD) and the house of quality in a fast-moving consumer good (FMCG) company that designs and produces personal products