TQM 1.

(a) Explain the concept of Total Quality Management and outline its goals (b) Explain the reasons for Quality Improvement (c) Define quality circle and explain its value in continuous improvement. 2. (a) Briefly describe the 3 elements of TQM (b) List and briefly explain 3 techniques for total quality management. 3. (a)What is the role of the customer in a total quality setting? (b) Explain the rationale for continual improvement. (c) What are the benefits of partnering? 4. (a) Discuss the concept of the Deming Cycle (PDCA) in satisfying consumer needs (b)Explain briefly the concept of QFD and how it relates to customer satisfaction. 5. Explain why the implementation of total quality requires cultural change. 6. (a)Define benchmarking and outline its rationale (b)Explain the difference in objectives for continual improvement and benchmarking. (c) On which processes should an organization concentrate for benchmarking? 7. (a)What is a team and why are they important within the context of TQM? Give two (2) examples of situations where a team approach is useful improve performance and solve problems. (b)What is multi-voting and how is it used? (c)Explain the concept of statistical process control. 8. What are the advantages and disadvantages of employee involvement in decision making?