Proper planning for TQM implementation will determine the success of TQM introduction to an organisation and long-term sustainability of quality initiatives. By conducting an interview with the top or middle management of a case company, develop and discuss the components of successful implementation of TQM in the selected case study company of your own choice.

Purpose:

The purpose of this assignment is to enable the students to apply their knowledge on the application of Total Quality Management (TQM) based on the current TQM practices at the case study company. The discussion and elaboration must be supported and compared with findings from previous studies.

Requirement:

By conducting interviews with the case study company answers to the following questions:

a.How the selected element drives the company toward achieving the objective of TQM.

b.What is the mission of the company?How the company crafted its quality policy?

c.What business is the company really in?

d.What are the primary products or services the company provides to its customers?

e.Who are their customers?

f.What do their customers expect and need?

g.How does the company know what their needs and expectations are?

h.How well does the company meet the needs and expectations of its customers?

i.How does the company know how well it's doing?What is the proof?What are the

indicators?

j.Do management's strategies and actions support the business and support the company

in meeting the customer's needs and expectations?

k.Do the employees know how the work they do specifically benefits external customers?

l.What is management doing to support improvement efforts?

m.What improvements have been made based on the answers to the above questions?