Question 1 (a) Quality gurus like Deming, Juran and Crosby each advocated an approach consisting of a series of Points or Steps on how Quality Management could be carried out in an organisation. Deming came up with his 14 Points while Juran and Crosby both came up with their own respective 10 Steps.

If you are given the authority to implement Quality Management in your organisation, recommend one (1) of the three gurus advocated approach. Describe why you think that your recommended gurus approach is better than the other 2 gurus approaches which you have not chosen.

[note, maximum word count: 400] (40 marks)

(b) Philip B Crosby listed 4 Absolutes on Quality Management:

Quality means conformance to requirements

Quality is achieved by prevention, not by appraisal

Quality has a performance standard of Zero Defects

Quality is measured by the price of nonconformance

Assume you are managing a fast food burger restaurant and you need to educate your employees who are taking orders and managing monetary transactions or who are making burgers for customers on the 4 Absolutes of Quality Management. Explain and differentiate each of the above Crosbys Absolutes. Then discuss an example on how the employees could comply to each of the 4 absolutes while taking orders and managing monetary transactions, or making burgers for customers. [note, maximum word count: 600] (50 marks)