QUESTION $1(25$ Marks$)$

According to the extract, customer first and continuous improvement are key principles of Total Quality Management

$($TQM$).$ As the General Manager of a newly opened supermarket $($Superquality Supermarket$),$ elaborate on the practices

and techniques that the management of the supermarket should take to ensure that the customers are focused on and

that there is a continuous Improvement of all organisational processes to ensure that the needs and expectations of the

customers are met.

QUESTION $2(25$ Marks$)$

Total Quality Management $($TQM$)$ is a management approach that seeks to provide long$-$term success by providing

unparalleled customer satisfaction through the constant delivery of quality services. As the General Manager of

Superquality supermarket, discuss TEN $(10)$ steps that the management can take to ensure that TQM is successfully

implemented in the Supermarket. For every step identified, explain why it is important that this step be taken.

QUESTION $3(25$ Marks$)$

The success of TQM is to a large degree dependent on an organisational culture which supports its effective

implementation. Drawing from your knowledge of organisational culture and as the General Manager of Superquality

Supermarket, elaborate on FIVE $(5)$ observable elements of organisational culture that can be found at the supermarket

and provide relevant examples, specific to the supermarket.

QUESTION $4(25$ Marks$)$

The workforce at Superquality supermarket is diverse as it comprises employees of different genders, age groups,

ethnicity, and nationalities. Even though diversity is integral to Total Quality Management as it provides for a range of

views which are important for effective teamwork and continuous improvement, the reality is that it also comes with some

challenges. Elaborate on challenges that having such a diverse workforce at the supermarket could present and the

barriers that may bring about friction.

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