Total quality management DEC 2025

Description

Total Quality Management

Dec 2025 Examination

 

 

 

Q1. PolyMerz Ltd, a major chemical producer with more than 500 employees in seven locations, has been struggling with increased costs, reduced sales, and customer dissatisfaction. Management implemented a performance measurement program and communicated the rationale for total quality initiatives to employees. While some improvements have been realized, the company seeks a structured approach to drive ongoing quality enhancement. Given the situation at PolyMerz Ltd, how can the company apply Juran’s 10 Steps to Quality Improvement to address ongoing challenges in customer service and cost minimization, ensuring continuous improvement across all locations? (10 Marks)

Ans 1.

Introduction

PolyMerz Ltd, a large chemical producer with seven locations and more than 500 employees, is currently facing the twin challenges of rising costs, reduced sales, and growing customer dissatisfaction. While management has introduced performance measurement systems and started communicating quality initiatives, these efforts remain fragmented. What is missing is a systematic and sustainable approach that ensures every employee and unit works toward continuous improvement. Juran’s 10 Steps to Quality Improvement offer a structured pathway that links leadership commitment, employee involvement, and rigorous measurement to long-term results. By following these steps, PolyMerz can reduce operating costs, improve customer service, and create a

 

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Q2. Retailerzz, a retail    major with over a 1000 employees in several locations, experienced increased costs, declining sales, and customer dissatisfaction. Management implemented a performance measurement program to identify areas for customer service improvement and cost minimization, and communicated the rationale for total quality initiatives to employees. The company now saves 20–30 million rupees annually and has achieved higher customer approval through efficient planning and quality standards. Evaluate Retailerzz’s use of a performance measurement program as part of its TQM initiatives to address rising costs and customer dissatisfaction. How well does their approach align with TQM principles, and what additional measures could be recommended to ensure sustained quality improvement and customer approval? (10 Marks)

Ans 2.

Introduction

Retailerzz, a leading retail company with over 1,000 employees across multiple locations, faced rising costs, falling sales, and growing customer dissatisfaction. These challenges reflected inefficiencies in operations and weaknesses in service delivery. To address them, the management implemented a performance measurement program that focused on improving customer service and minimizing costs. The results were significant, with annual savings of 20–30 million rupees and stronger customer approval ratings. This case highlights how performance measurement, when integrated with Total Quality Management (TQM), can produce tangible business improvements. However, to ensure that these benefits are sustainable and

 

 

Q3 (A). An urban mutli speciality hospital is experiencing patient dissatisfaction due to long wait times, inconsistent service quality, and communication gaps among staff. The hospital administration believes that empowering employees through quality circles could drive meaningful change. As the Quality Improvement manager, you are asked to design a quality circle program that brings together staff from different departments to identify problems, propose solutions, and implement improvements focused on patient care and operational excellence. Design a quality circle program for the hospital aiming to improve patient satisfaction and operational efficiency. Outline how your program will encourage cross-functional collaboration and continuous quality improvement. (5 Marks)

Ans 3a.

Introduction

Patient satisfaction is the backbone of healthcare excellence, but the hospital in question faces challenges of long wait times, inconsistent service quality, and communication gaps. Such issues negatively affect both patient trust and operational performance. To address these concerns, the hospital administration can adopt quality circles. These are small employee groups from different departments who meet regularly to identify problems, suggest solutions, and implement

 

Q3 (B). A mid-sized manufacturing company with approximately 200 employees across multiple locations has seen a steady increase in operational costs, a drop in sales volume, and growing customer complaints over the past six months. The management is seeking a transformative approach to reverse these trends, improve quality, and regain customer trust through implementation of TQM concepts. The leadership is open to organizational change but needs a clear, actionable plan that aligns with TQM philosophies. Propose a brief outline for a TQM implementation roadmap for a mid- sized manufacturing company. Your roadmap should briefly outline the core concepts and principles of TQM, address employee involvement, and propose innovative strategies for continuous improvement and customer focus. (5 Marks)

Ans 3b.

Introduction

The manufacturing company is struggling with rising costs, declining sales, and customer complaints. Such issues highlight the absence of a structured quality framework. Total Quality Management (TQM) offers a holistic approach that integrates leadership, employee involvement, and customer focus to achieve excellence. By adopting TQM, the company can improve efficiency, strengthen customer trust, and create long-term competitiveness. A roadmap with clear