SECTION B Answer both questions in this section. Each question carries 20 marks.

Question 1 You are the newly appointed Director of Quality Management in your organisation. Using any FOUR of the TQM concepts shown in Table 1.1 (page 13) of your BQM921 module, demonstrate how these have enhanced (or can enhance) total quality in your organisation (20).

Question 2 In 1987, Garvin argued that there were eight dimensions of quality. Identify any FOUR of these dimensions and apply them to your own organisation to validate their relevance (20 marks).