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Total Quality Management
Dec 2025 Examination
Q1. PolyMerz Ltd, a major chemical producer with more than 500 employees in seven locations, has been struggling with increased costs, reduced sales, and customer dissatisfaction. Management implemented a performance measurement program and communicated the rationale for total quality initiatives to employees. While some improvements have been realized, the company seeks a structured approach to drive ongoing quality enhancement. Given the situation at PolyMerz Ltd, how can the company apply Juran’s 10 Steps to Quality Improvement to address ongoing challenges in customer service and cost minimization, ensuring continuous improvement across all locations? (10 Marks)
Q2. Retailerzz, a retail major with over a 1000 employees in several locations, experienced increased costs, declining sales, and customer dissatisfaction. Management implemented a performance measurement program to identify areas for customer service improvement and cost minimization, and communicated the rationale for total quality initiatives to employees. The company now saves 20–30 million rupees annually and has achieved higher customer approval through efficient planning and quality standards. Evaluate Retailerzz’s use of a performance measurement program as part of its TQM initiatives to address rising costs and customer dissatisfaction. How well does their approach align with TQM principles, and what additional measures could be recommended to ensure sustained quality improvement and customer approval? (10 Marks)
Q3 (A). An urban mutli speciality hospital is experiencing patient dissatisfaction due to long wait times, inconsistent service quality, and communication gaps among staff. The hospital administration believes that empowering employees through quality circles could drive meaningful change. As the Quality Improvement manager, you are asked to design a quality circle program that brings together staff from different departments to identify problems, propose solutions, and implement improvements focused on patient care and operational excellence. Design a quality circle program for the hospital aiming to improve patient satisfaction and operational efficiency. Outline how your program will encourage cross-functional collaboration and continuous quality improvement. (5 Marks)
Q3 (B). A mid-sized manufacturing company with approximately 200 employees across multiple locations has seen a steady increase in operational costs, a drop in sales volume, and growing customer complaints over the past six months. The management is seeking a transformative approach to reverse these trends, improve quality, and regain customer trust through implementation of TQM concepts. The leadership is open to organizational change but needs a clear, actionable plan that aligns with TQM philosophies. Propose a brief outline for a TQM implementation roadmap for a mid- sized manufacturing company. Your roadmap should briefly outline the core concepts and principles of TQM, address employee involvement, and propose innovative strategies for continuous improvement and customer focus. (5 Marks)
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