Food courts are popular with many people in Singapore. These food establishments offer a good variety of local fare, like those found in hawker centres, but are superior to the latter with the main advantage of letting customers enjoy their meals in air-conditioned comfort. Customers do pay more for a meal at food courts than at hawker centres but this has not been a huge deterrence. Moreover, many food courts are conveniently located in malls, making them easily accessible to all. The main food court operators in Singapore are Food Junction, Food Republic, Kopitiam and Koufu. In 2019, the industry underwent some consolidation with the food and beverage (F&B) group, BreadTalk, buying over Food Junction and adding it to its existing food court brand, Food Republic. Analysts believed this consolidation effort would lead to critical mass and to achieve better competitiveness. Assume that you are a Total Quality Management consultant, specialising in the F&B sector. Select ONE (1) of the four food court operators listed above and it shall be known in this document as the "subject", but you must refer to the subject by its name in your answers.

You are contracted by your chosen food court operator to analyse its operations and recommend improvements to its service quality. Based on your analysis, you shall develop a report to be submitted to the subject's top management.

The subject wishes to embark on a Total Quality Management journey to improve the assessment of service quality dimensions. Appraise the strategies that support TQM implementation. Subject: Kopitiam