QUESTION 1 [25 MARKS]

Read the following case study and answer the question that follows.

Madinare (PVT) LTD has been bedeviled by numerous customer complaints over defective products, over-pricing, and late delivery of orders to customers. In fact, customers have been contemplating boycotting the companys products or petitioning the local Member of Parliament to approach the relevant authorities to force the closure of the company. As a response to the unbearable pressure from its key stakeholders (customers and potential customers), the Board of Directors therefore adopted new measures that ensured the involvement of all departments in facilitating quality. The Board also made it a policy that every employee would be held accountable for poor quality in the organisation. All production processes were to be checked thoroughly and certified by quality auditors every morning before production commenced. The Board adopted a strategic overview of quality. Measures were put in place to ensure that there was prevention of defects in the long term. All employees who were to be found focusing on inspection for defects after production were to be severely punished through dismissal without warning.

Question:

From the above case study, identify and explain any FIVE elements of TQM that Madinare (PVT) LTD implemented in an attempt to resolve the challenges of poor quality that confronted it and demonstrate how these elements can enhance quality in an organisation.