BUS204: The concept of quality has been evolving for the past many decades, leading to the notion of Total Quality Management (TQM) philosophy: Business Excellence Assignment, SUSS, Singapore

Question 1

The concept of quality has been evolving for the past many decades, leading to the notion of Total Quality Management (TQM) philosophy. In TQM philosophy, there are 6 main attributes. In this question, we will focus on two (2) of the 6 main TQM attributes;
• Focusing on customer needs
• Need to continuously improve the critical process

Identify a business/organization that you have experience with as a customer or as an employee. Relate to your experience with this business/organization when you answer the below questions.

a) For TQM attribute Focusing on customer needs:
Discuss why the business/organization that you identified could achieve a good quality product or service when it adheres to this attribute. [note, maximum word count: 150]

Describe two customer needs that you think are important in your identified business/organization.

For each of the two customer needs that you have identified, review how the business/organization could ensure that the customer need is been met 99% of the time. [note, maximum word count: 400]

b) For TQM attribute Need to continuously improve critical process:
Discuss why the business/organization that you identified could achieve a good quality product or service when it adheres to this attribute. [note, maximum word count: 150]

Describe two critical processes that you think are important in your identified business/organization.

For each of the two critical processes that you have identified, review how the
business/organization could further improve the critical process. [note, maximum word count: 400]