QUESTION 2 Quality in the Total Quality Management (TQM) method is defined as customer delight. Customers are delighted when their needs are met or exceeded. Improving customer service was the focus of projects within the deployment of TQM in a mid sized newspaper in one company at Malaysia. The newspaper closed its window for booking advertisements at 4 p.m. every day. However, many of the newspaper's advertisers expressed that they would be delighted if this limit could be extended to 5 p.m., as they were not able to send ad materials on time for the 4 p.m. deadline. The TOM leaders formed a team consisting of representatives from each link in the ad- processing chain of work. a. Explain how the concepts of Total Quality Management (TQM) can be implemented in a newspaper company b. Discuss the advantages and obstacles of Total Quality Management (TQM) implementation. c. Conclusion d. References (Total: 30 marks)