Total quality management JUNE 2025

Description

Total Quality Management

Jun 2025 Examination

Q1. Discuss the role of quality gurus in shaping modern Total Quality Management practices. Provide atleast 2 examples to support your details (10 Marks)

Ans 1.

Introduction

Total Quality Management (TQM) has evolved into a comprehensive management philosophy that emphasizes continuous improvement, customer satisfaction, and employee involvement in every aspect of an organization. The foundation of TQM was laid by visionary quality thinkers known as “quality gurus,” who contributed significantly to the principles and practices followed in quality management today. These pioneers provided theoretical models, tools, and systems that organizations across industries use to achieve operational excellence and long-term competitiveness. Their contributions have influenced global standards like

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Q2. Evaluate the effectiveness of using quality circles in enhancing employee involvement and improving product quality. Highlight your details by providing one example each from a manufacturing organisation and a service provider. (10 Marks)

Ans 2.

Introduction

Quality Circles (QCs) are voluntary groups of employees who regularly meet to identify, analyze, and solve work-related problems, particularly those affecting product or service quality. Originating in Japan and popularized by Kaoru Ishikawa, quality circles have become a widely accepted tool for fostering a culture of continuous improvement and employee empowerment. In Total Quality Management (TQM), employee involvement is a crucial principle, and quality circles act as a

Q3(A). Customer is King’ has been the accepted norm across industries and hence customer satisfaction is a priority for organisations. In context of this statement suggest how can the principles of Total Quality Management (TQM) be applied to improve customer satisfaction in a manufacturing company (assume an actual manufacturing organisation of your own choice and provide the required details)? (5 Marks)

Ans 3a.

Introduction

The phrase “Customer is King” underscores the central role that customers play in business success. For manufacturing companies, ensuring consistent product quality and timely delivery are critical to meeting customer expectations. Total Quality Management (TQM) provides a structured approach to achieve high levels of customer satisfaction by embedding quality at every stage of the

Q3(B). Implementing Total Quality management definitely considers emphasis on operational efficiency in an organisation, which is true for both manufacturing and service organisations. Operational efficiency needs to continuously monitored by suitable Key Performance Indicators (KPIs). Explain how some KPIs of performance measurement can be integrated into Total Quality Management to enhance organizational efficiency. Support your details with atleast one real organisational reference. (5 Marks)

Ans 3b.

Introduction

Operational efficiency is the backbone of any successful organization—whether in manufacturing or services. Total Quality Management (TQM) drives efficiency through continuous process improvement and employee involvement. Key Performance Indicators (KPIs) serve as