QUESTION

(a) Put at its simplest, a standard is an agreed and repeatable way of doing something. It is a published document that comprises a technical specification or other precise criteria designed to be used consistently as a rule, definition, or guideline. Standards help to make life simpler and to increase the reliability and the effectiveness of many goods and services we use

In the light of the above statement briefly explain why we need standards

(b) Total Quality Management (TQM) is a total organizational approach for meeting customer needs and expectations that involves all managers and employees in using quantitative methods to improve continuously the organisation's processes, products and services. With reference to the above definition, identify and explain at least five key principles of Total Quality Management