Answer all of the TWO (2) questions given below:

Since its inception, the concept of Total Quality Management (TQM) has been regarded as

one of the business management philosophies that have been proven to be successful as a new

way of managing business organizations. In practice, TQM ensures maximum effectiveness

and efficiency within a business by preventing errors and promote excellence in meeting

business goals and customer needs. Hence, there is no doubt many of the multinational

corporations (MNCs) such as Toyota, Xerox, British Airways, Hewlett-Packard, IBM,

Motorola, etc. have implemented TQM as part of their business practices. As the new Quality

Department manager for IKEA in Thailand, you have a plan to adopt TQM practice in the

existing operation. Before implementing TQM, you are required to respond to the following:

1.

By using the framework of total quality management, critically evaluate and analyze

the factors that could potentially affect the successful implementation of TQM for

IKEA in Thailand. (12 marks)

2.

Discuss the potential reasons that the IKEA staff could resists the changes that will be

introduced through TQM practice. (8 marks)