1. In order to achieve total quality in organizations, the case study highlights 5 important central features. Identify each one and analyze its contribution towards achievement of quality. (20 marks)
2. What was the main reason for Mortgage Express to take on total quality and the business excellence approach? (5 marks)
3. Explain Mortgage Expresss departmental reorganization program to encourage efficiency and speed of service and evaluate the results obtained. (10 marks)
4. Evaluate the statement made by the Managing Director regarding organizational success - If youre not riding the wave of change youll find yourself beneath it. (10 marks)

Analyze Mortgage Expresss Listening to Customers programme