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Total Quality Management (TQM) and Strategic Quality Management: Principles, Models and Approaches

Total Quality Management (TQM)

1. Total Quality Management (TQM) can be defined as a way of managing the effectiveness and competitiveness of an organisation by utilising all the resources in the most effective way. It involves all the functions in the organisation focusing on continuously improving customer satisfaction and with the total involvement and commitment from the top management. In general, various models and approaches are currently being adopted by organisations.

AAA Group Automobiles is an automotive-focused industrial group engaged in designing, manufacturing, and selling cars. That company operates in Europe, North and South America, and Asia. Its headquarters is in Turin, Italy and employs over 137,801 people1. Its 2008 revenues were almost €59 billion, 3.4% of which were invested in R&D. AAA’s Research Centre can be appropriately defined as the “innovation engine” of the AAA Group, as it is responsible for the applied research and technology development activities of all its controlled companies. The group AAA has a diversified business portfolio, which shields it against demand fluctuations in certain product categories and enables it to benefit from opportunities available in various divisions. The aim of the project is to increase the flexibility and productivity of the assembling process in the Asia Plant through the continuous improvement approach.

Based on the Case Study, illustrate and discuss the TQM’s model as below:

(a)Principle-Based Model( 10 )
(b)Activities Based Model( 10 )


3. Strategic Quality Management will encompass vision, mission, quality policy, long-term objectives, short-term objectives, quality planning, values, and action plans needed to achieve the organization’s objectives. Strategic Quality Management will encompass vision, mission, quality policy, long-term objectives, short-term objectives, quality planning, values and action plans needed to achieve the organization’s objectives. Normally the details of a strategic plan can be found in the organization’s business plan and budget, quality manual, quality plan and quality procedures or the strategic plan itself. Strategic planning is a deliberate process used by organizations to develop a mission, vision, guiding values, strategic objectives, and specific strategies for achieving the objectives.

Assuming you are the Head of Executives for training and consultation company. Your company specialized in skills training programs and consultancy. The company is a full-fledged training and consulting centre that offers a myriad of training programs that focuses on the development of human capital. Your company currently moving towards ISO 9001:2015 (Quality Management System) certification.


(a)Based on the Case Study, suggest a possible high impact of building and branding your company by writing a vision statement, mission statement, and four (4) shared values.  ( 8 )

(b)Discuss your long-term policy and objectives, medium-term policy and objectives, and annual policy and objectives.( 12 )

 

4. Total Quality Management (TQM) can be defined as a way of managing the effectiveness and competitiveness of an organisation by utilising all the resources in the most effective way. It involves all the functions in the organisation focusing on continuously improving customer satisfaction and with the total involvement and commitment from the top management. In order to have a successful implementation of TQM, the organisation needs to overcome the difficulties and at the same time continuously promotes the benefits to the workforce.

(a)Discuss six (6) obstacles of TQM implementation in Small Medium Enterprise (SME) companies.( 12 )

(b)Suggest four (4) approaches to overcome the difficulties implementation of TQM in SMEs.( 8 )
( Total: 20 )

 

5.

Quality can be defined as “customer satisfaction”, which is the most commonly adopted definition. To satisfy the customer, the organization needs to meet its customer’s requirements and/or exceeding their customer’s expectations. Quality however means different things to different people. For strategic purposes, a manufacturer or service provider must define quality characteristics for its products or services according to the segment of the industry or customer group to which it intends to sell.

 

(a)

Discuss one (1) example of the quality dimension for the following aspects:

i. Reliability

ii. Service

iii. Aesthetics

iv. Features

v. Reputation

 

 

( 10 )

 

(b)

Total Quality Management (TQM) was introduced to ensure the quality of products and services, in which products and services are of the quality required by the customers based on several quality management principles.

Discuss one (1) example of each quality principle for the following aspects:

i. Leadership

ii. Process approach

iii. Involvement of people

iv. Factual approach to decision making

v.  Mutual beneficial supplier relationship

 

 

( 10 )

 

 

( Total: 20 )

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