Case Study 2

The major aim of the case study was to provide a practical example of how to use the TQM implementation model in practice. To achieve this goal, it is necessary to present the model to a firm and investigate how the firm uses it in practice. Thus, according to the processes of implementing the TQM implementation model presented in Chapter we studied, the firm should follow some steps in implementing the model in practice. If this were done, it would take a long time to conduct the case study. Due to the time limitation, the study was conducted in such a manner that the firm was not asked to implement this TQM implementation model in practice, but only to support the author in evaluating the firms TQM implementation and overall business performance based on the TQM implementation model. If the author could formulate an improvement plan that would be accepted by the firms top management, I could be concluded that the TQM implementation model developed in this study is applicable in practice. The process of conducting the case study can provide a good example of using this TQM implementation model in practice. According to the TQM implementation processes presented in the TQM implementation model, the first step is top management commitment. Through introduction by the authors friends, the top managers of the firm were committed to providing sufficient support for the author to conduct the case study in the firm. This step can be regarded as the first step in implementing the TQM implementation model. With the commitment from top management, the author easily obtained enough information for the case study purposes, as well as access to many people who were valuable in conducting the study. In other words, the author would not have been able to conduct the case study in the firm without top management commitment.

Q2: What mean by TQM implementation, explain in your own words? (2.5, Marks)

Q2 Part 1: As a TQM manager, which policy you will implement to retain quality in your business? (2.5, Marks)