You are the head of Supply chain and logistics for your organization and have been requested to come

up with the implementation of a Total Quality Management $($TQM$)$ activity driven by Change

management, with its implicit orientation towards the increased customer base from the current $2500$

to $5000$ Customers. This is a complex matter and requires a long$-$term approach, however you also

understand that the change management process also has barriers that affect its successful

implementation. Consequently, the firm that try to change from the current customer base to the

perceived target has to implement certain quality management tactical and strategic approaches to

ensure successful implementation such as design of an appropriate strategy in order to succeed.

This type of modification can only be achieved through an evolutionary process and not a reactionary

or a revolutionary one, since we are dealing with individual and collective behaviors that can obtain

customer satisfaction through continuous improvement. In this respect, we present the case of a

transformation towards a TQM culture marrying it with the aspect of change managements.

$1.$ What are the initial approaches you would undertake to achieve the targeted increase in

the customer base from the current $2500$ to $5000$ customers?

$2.$ What change management model will you use to ensure the implementation process is

successful and give the reasons for selecting the said model

$3.$ Discuss how change management and TQM are linked to each other.