QUESTION $1$

According to the extract, Total Quality Management $($TQM$)$ is a combined effort of both top level

management as well as employees of an organisation to formulate effective strategies and policies to

deliver high quality products which not only meet but also exceed customer satisfaction As the General

Manager of a food store $($Fresh Foods$),$ elaborate on strategies your store can take to ensure that the

customers are focused on and that there is continuous improvement of all organisational processes to

ensure that the needs and expectations of the customers are met.

QUESTION $2$

Total Quality management enables employees to focus on quality than quantity and to strive hard to excel in

whatever they do$.$ Drawing from this, discuss TEN $(10)$ steps that the management in your store can take to

ensure that TQM is successfully implemented in the store. For every step identified, explain why it is

important that this step be taken.

QUESTION $3$

Your store has an organisational culture that embraces teamwork. Taking into consideration the TQM

principle of teamwork, write out a detailed strategic plan for the store's management that will assist them to

effectively uphold and implement the teamwork culture.

QUESTION $4$

The workforce in your store is diverse. Using Ann Morrison's practices for successful diversity management,

advise the management on how they can effectively use these practices to manage the diverse workforce.

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