Since its inception, the concept of Total Quality Management (TQM) has been regarded as one of the business management philosophies that have been proven to be successful as a new way of managing business organizations. In practice, TQM ensures maximum effectiveness and efficiency within a business by preventing errors and promote excellence in meeting business goals and customer needs. Hence, there is no doubt many of the multinational corporations (MNCs) such as Toyota, Xerox, British Airways, Hewlett-Packard, IBM, Motorola, etc. have implemented TQM as part of their business practices. As the new Quality Department manager for IKEA in Thailand, you have a plan to adopt TQM practice in the existing operation. Before implementing TQM, you are required to respond to the following:

1. By using the framework of total quality management, critically evaluate and analyze the factors that could potentially affect the successful implementation of TQM for IKEA in Thailand. (12 marks)

2. Discuss the potential reasons that the IKEA staff could resists the changes that will be introduced through TQM practice. (8 marks)

Total: 20 marks]