Read the extract and answer ALL questions following:

Total Quality Management Models

Total Quality Management is a combined effort of both top-level management as well as employees of an organisation to formulate effective strategies and policies to deliver high quality products which not only meet but also exceed customer satisfaction. Total Quality management enables employees to focus on quality than quantity and strive hard to excel in whatever they do. According to total quality management, customer feedbacks and expectations are most essential when it comes to formulating and implementing new strategies to deliver superior products than competitors and eventually yield higher revenues and profits for the organization. There are many models of total quality management, and it is really not necessary that every organization should select and implement the same model. Following are the various models of total quality management:

Deming Application Prize

Malcolm Baldrige Criteria for Performance Excellence

European Foundation for Quality Management, and

ISO quality management standards

Customers and their feedback are the foundation of every Total Quality Management model. In simpler words, Total Quality Management begins with understanding customers, their needs and what they expect from the organization. Total Quality Management model requires meticulous planning and research. Every total quality management model integrates customer feedback with relevant information and plans accordingly to design effective strategies to achieve high quality products. Strategies formulated to yield better quality products need to be evaluated and reviewed from time to time. Remember, customers are satisfied only when products meet their expectations, fulfil their needs and are value for money. Their overall experience with the organization needs to be pleasant for them to be happy and return to the organization even the next time. Continuous improvements, changes and modifications in the existing processes according to customer expectations are necessary to yield higher profits

Without the participation of each employee, the total quality management model would be a complete failure. The Total Quality Management model begins with research and collecting information about endusers followed by planning and full participation of employees for successful implementation. Top level Management needs to make other team members aware of the benefits of total quality management process, importance of quality to survive in the long run and how they can implement various TQM models by prioritizing their customers and their feedbacks. (Adop

QUESTION 1 (25 Marks)

According to the extract, Total Quality Management (TQM) is a combined effort of both top level management as well as employees of an organisation to formulate effective strategies and policies to deliver high quality products which not only meet but also exceed customer satisfaction As the General Manager of a food store (Fresh Foods), elaborate on strategies your store can take to ensure that the customers are focused on and that there is continuous improvement of all organisational processes to ensure that the needs and expectations of the customers are met.

QUESTION 2 (25 Marks)

Total Quality management enables employees to focus on quality than quantity and to strive hard to excel in whatever they do. Drawing from this, discuss TEN (10) steps that the management in your store can take to ensure that TQM is successfully implemented in the store. For every step identified, explain why it is important that this step be taken.

QUESTION 3 (25 Marks)

Your store has an organisational culture that embraces teamwork. Taking into consideration the TQM principle of teamwork, write out a detailed strategic plan for the stores management that will assist them to effectively uphold and implement the teamwork culture

QUESTION 4 (25 Marks)

The workforce in your store is diverse. Using Ann Morrisons practices for successful diversity management, advise the management on how they can effectively use these practices to manage the diverse workforce.

END OF PAPER