BBA323 Total Quality Management

Case Study 1:

Choosing a global brand that is well-known for its strategic TQM approach, please answer the following questions:

1. What is the quality management philosophy of the brand? The types of quality management approaches can be classified into various categories such as the Crosby approach, the Deming and Juran's approach. Which of these approaches do you think best describes your chosen brand's philosophy and why. (400 words)

2. Please analyse the range of quality controls the brand applies and explain how service to the customer can be improved through the application of these quality control methods (TQM tools, inspection, quality assurance etc...). (400 words)

3. Please provide a few recommendations to the brand so that it can enhance its added value in the minds of consumers? (200 words)

Goal(s)

• Review the concept of service quality and its dimensions

• Define the principles and philosophy of TQM

• Establish the TQM core principles and drivers

Learning outcomes

Outcome 1: analyze the principles, theories, concepts and dynamics of TQM

Outcome 2: apply these principles and tools in case study analysis;

Outcome 3: integrate the concepts &techniques learned through application in the preparation of case study analysis