Question: Naismith Ltd provides a computer (hardware and software) upgrading, servicing and repair facility to a variety of business and personal computer users. After a number

Naismith Ltd provides a computer (hardware and software) upgrading, servicing and repair facility to a variety of business and personal computer users. After a number of customer complaints, an issue which concerns the management of Naismith Ltd is the quality of service provided for clients. The operations manager has suggested that the company should introduce Total Quality Management (TQM) but the management team is unsure how to do this and of the likely costs and benefits of its introduction. Q1) Briefly explain TQM in the context of Naismith Ltd Q2) Discuss the likely costs and benefits that would arise if Naismith Ltd introduced a TQM policy

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