Question: Question 5 2 0 marks A small IT services company is planning to implement a Total Quality Management ( TQM ) system to improve service

Question 5
20 marks
A small IT services company is planning to implement a Total Quality Management
(TQM) system to improve service delivery and customer satisfaction. The company has
limited resources and is concerned about the cost and complexity of implementing a
TQM system.
a) Evaluate the steps the IT services company should take to implement a TQM
system effectively, considering its limited resources. (10)
b) Discuss the infrastructure requirements and the importance of employee
involvement in the successful implementation of TQM.(10)

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