Individually . Choose an enterprise , analyze its existing TOM techniques . Applying the principles of quality management , ideas and theories of the scholars (Shewhart , Deming , Juran , Feigenbaum , Crosby , Ishikawa ), the most well -known models that measure service quality (eg . the perceived quality service model , the five gap model , internal /external measurement the critical incident technique , and so on )) suggest the ways of the improvement of the performance of the organization in a form of a report which will : contain theoretical background material about TOM (Part 1); provide overall description of an enterprise , describe the situation (the particular rcase , examples of poor quality management ) at an enterprise (Part 2); state recommendations (Part 3). Submit a report "The Use of Total Quality Management techniques by "X" Enterprise .' (not less than 15 pages ; with the title page , table of contents , introduction , three parts , conclusion , references )