According to Carl Zeiss Industrial Metrology, LLC, IM (2018), "With recalls grabbing the headlines, automotive manufacturers always have an eye on the cost of poor quality. These costs go beyond operational impacts to include lost goodwill, expenses incurred from replacement or rework - even the loss of business and customers". Defend this statement based on your understanding relating to the significance of the cost of quality concept within the manufacturing environment. (5) 1.2 According to Asif et al (2008, pp. 778), "Quality management programs (QMPs) frequently fail to produce the intended results", Critique this statement. Be specific in your answers.                                                         (15) 1.3 According to Azadeh et al., (2019), an "Integrated Management System (IMS) is intended to consolidate the resources of the organisation in terms of people, documentation, auditing, compliance, etc. and as such it reduces costs and brings focus to the business." Explain the link between IMS and Strategic Quality Management as a competitive tool for business success.                     (10) TOTAL MARKS 30

QUESTION 2

2.1 Describe ways to improve quality in an enterprise by using the concept of the "Voice of the Customer"? (15) 2.2 Justify how strategic quality management would help organisations improve customer satisfaction and global competitiveness. Provide some examples. (10) 2.3 Defend the relationship between business and digital transformation in the context of strategic quality management. (15)