TOPIC: Total Quality Management - The Final Frontier! Assignment demonstrate application of the subject learning objectiveMPAA603 Demonstrate application of the subject learning objectives, the key concepts from MPAA603. Advanced Performance Management and the five professional skills to analyse and answer the following case study. This case study is based on a scenario case study adapted from the ACCA Approved Practice and Revision Kit and is similar to a 'real world' business.

Background Information Total Quality Management (TQM) is a comprehensive management approach that originated in the mid-20th century. TQM gained significant momentum after World War II, particularly in Japan, where leaders including Deming and Juran introduced quality management principles that emphasized continuous improvement, customer focus, and employee involvement. Japanese companies, such as Toyota, adopted these principles, leading to the development of the Toyota Production System and the "Lean manufacturing" movement. By the 1980s, TQM had gained international recognition and was embraced by organizations across various industries to enhance quality, improve customer satisfaction, and foster a culture of continuous improvement. TQM remains a foundational approach to quality management, influencing modern practices such as Six Sigma and Lean. TQM Case Study - Qualcom - A Startup's Journey with Total Quality Management Company Overview Qualcom is a newly established startup in the consumer electronics industry, focusing on producing affordable and durable smart home devices. Founded by a team of engineers and business professionals, the company aims to differentiate itself from its competitors through superior product quality and exceptional customer service. To achieve this, Qualcom has embraced the principles of Total Quality Management (TQM) from its inception.

Challenges As a startup, Qualcom faces several challenges: Market Entry - Entering a competitive market dominated by established players. Resource Constraints - Limited financial and human resources compared to larger competitors. Supply Chain Management - Ensuring consistent quality from suppliers, who are critical to the production of high-quality products. This problem has become particularly more acute since Russia invaded Ukraine two years ago. Customer Trust - Building a brand reputation that emphasizes quality and reliability.

TQM Implementation To address these challenges, Qualcom implemented TQM across all aspects of its operations: Leadership Commitment - The founders of Qualcom are deeply involved in the quality management process, setting clear quality objectives and fostering a culture of continuous improvement. Customer Focus - Qualcom engages with customers regularly through surveys and feedback loops to understand their needs and expectations. This information is used to refine product features and improve service. Employee Involvement - Employees at all levels are encouraged to participate in decision-making processes related to quality. Regular training sessions are conducted to ensure everyone is equipped with the skills needed to maintain high standards. Process Management - Qualcom has mapped out its key processes, from product design to after- sales support, ensuring that each step is optimized for quality. Statistical process control techniques are used to monitor and manage production quality. Supplier Partnerships - Qualcom works closely with its suppliers, sharing its quality expectations and collaborating on process improvements. Suppliers are selected based on their ability to meet stringent quality criteria. Continuous Improvement - The company uses the Plan-Do-Check-Act (PDCA) cycle to drive continuous improvement. Regular audits and reviews are conducted to identify areas for improvement, and corrective actions are implemented promptly.

Results After one year of implementing TQM, Qualcom has achieved several significant milestones: Product Quality - The company has maintained a defect rate below 1%, leading to high customer satisfaction. Market Recognition - Qualcom has begun to gain recognition for its commitment to quality, earning positive reviews from industry experts and customers. Employee Satisfaction - Employee engagement scores have increased, with team members feeling more empowered and motivated. Supplier Reliability - Through close collaboration, suppliers have improved their processes, leading to a more reliable supply chain.

Challenges Ahead Despite its early success, Qualcom faces ongoing challenges, such as increasing the scale of its operations while maintaining quality, navigating global supply chain disruptions, and continuing to innovate in a fast- evolving market.

Requirements: Part A Perform research and identify a real-life business case study from a reputable academic, business or scholarly journal, which demonstrates the successful implementation of Total Quality Management (TQM) in reality. Sum- marise the findings and results of this case study in your own words and use in-text citation where appropriate with a full reference entry provided in the list of references at the end of the assignment. Use the Harvard Referencing system. Refer to the section on TIIS Online Resources Available below for more guidance.

Based on the information provided in the TQM Case Study on Qualcom above, provide responses to the questions below: 1) How important is leadership commitment in the success of TQM at Qualcom? What specific actions can leadership take to sustain TQM practices as the company grows? 2) How can Qualcom continue to align its products with customer expectations as the market evolves? What strategies can be used to ensure customer feedback is effectively integrated into product development? 3) Considering the limited resources of a startup, what are the most critical processes Qualcom should focus on optimizing? How can the company balance quality control with the need for rapid product development? 4) How can Qualcom maintain strong relationships with suppliers as it increases its scale of operations? What strategies can be used to ensure that suppliers continue to meet quality expectations? 5) In a rapidly changing industry, how can Qualcom ensure that its continuous improvement efforts remain relevant and effective? What role does technology play in supporting TQM at Qualcom? 6) As Qualcom expands, what are the key challenges it might face in maintaining its TQM practices? How can the company prepare to address these challenges proactively?