(a) Compare and contrast the teaching of the 3 Quality Gurus (Deming, Juran and Crosby ) in relation to the followings :
(i) Definition of Quality
(ii) Cost of Quality
(iii) Management Responsibility
(a) Describe what you understand by Total Quality Management?
(b) “Some organisations have reported that the implementation of TQM has not produced the desired results. “
You are required to determine and comment on the causes of such poor performance.
(i) D. Garvin has developed a list of eight quality dimensions with respect to the quality of a product. You are required to exhibit your understanding of these dimensions.
(ii) Parasuraman et .al have identified five dimensions of service quality. You are required to demonstrate your understanding of these dimensions. You should support your answer by giving relevant exs.
(i) P Crosby is of the view that “Quality is free”. You are required to describe this statement.
(ii) According to K Ishikawa, all employees must be trained in the use of quality tools.
You are required to describe the seven quality tools.
You have attended a seminar where much emphasis has been laid on the need to adopt the concept of benchmarking as a means toward improving organisational performance. You are required to prepare a paper highlighting the following points:
(i) Process of implementing benchmarking in an organisation.
(ii) The benefits and constraints in the implementation of benchmarking.