- 10 Marks
BMIS – March 2024 – L1 – Q4b – Operations strategy
Explain Total Quality Management (TQM) and outline four conditions for its successful implementation in organizations facing employee resistance.
Question
Both manufacturing and service organisations are making increasing use of Total Quality Management (TQM) in their attempt to achieve operational efficiency. However, its implementation has been met with some form of resistance from employees who do not seem to fully appreciate the concept.
Required: i) Explain Total Quality Management (TQM). (2 marks) ii) Outline FOUR (4) conditions which must prevail for the successful implementation of the Total Quality Management (TQM) concept. (8 marks)
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