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Question 1:
"Total Quality Management is regarded as a quick fix solution by many organizations.This has led many companies to start on the road to total quality improvement initiative but failed to achieve success due to several factors."
With reference to the above statement discuss the importance for both management and the employee to establish quality improvement processes and the potential side effects of the TQM initiative.
Question 2:
(a) The findings of Parasuraman et al have demonstrated that there are gaps in the service delivery leading to several misunderstandings between customer expectations and management conception.
Explain the different service delivery gaps and how to overcome them.
(b) The International Organisation for Standardisation (ISO) promotes the development of standardization and related activities in the world with a view to facilitate international exchange of goods and services and to develop cooperation in the spheres of intellectual, scientific, technological and economic activities.
Explain the development process, features involved and importance of standards in the daily life of the members of public and the business community.
Non-political, not-for-profit, cause-orientated organisations drawn from more than one country are known as Non-governmental organisations (NGOs).
External recruitment has certain merits: The selection of staff can be made from a much greater number of people. It brings individuals into the organization who have d
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The customer feedback and employee feedback mechanisms are the essential requirements to create customer oriented quality culture. These feedback mechanisms perspectives an ac
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S hareholder value Project management initiative brings a renewed interest among the shareholders. The major investors show more interest by becoming active in the organisati
All the persons working in the organization ( inducing managers and workers ) should be involved in TQM operation if it is to serve its purpose fully. TQM is a strat
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