Learning outcomes to be examined in this assessment Understand the origins and development of Total Quality Management
Use a range of TQM techniques to improve the efficiency and effectiveness of business outcome
Demonstrate a knowledge of different approaches towards introducing and implementing a system of TQM and/or improving customer care implementation and assess the
contribution they make to achieving organisational objectives
Better understand how TQM contributes to improvements in quality, efficiency and effectiveness
Percentage of marks awarded for module: This assignment is worth 50% of the total marks for the module
Assessment criteria Explanatory comments on the assessment criteria Maximum marks for each section
Content, style, relevance, originality Ownership of the material presented
Correct style, grammar and syntax
Good communication skills 20 Briefing Paper
Format, referencing, bibliography Correct structure and style
Good range of books and journal articles 20 Briefing Paper
Constructive critical analysis, introduction, conclusion Good response will embrace appropriate theories/models/approaches; critical as well as normative
perspectives and will demonstrate utilisation of relevant, original thought.
Practical and pragmatic conclusions and recommendations. 60 Briefing Paper
Candidates must clearly label their ID Number on additional separate reference, formula or answer sheets.
Total Quality Management (TQM) consists of an organisation-wide approach to install and make permanent a climate in which an organisation continuously improves its
ability to deliver high-quality products and services to customers. While there is no widely agreed-upon approach, TQM typically draws on tools and techniques of
quality control, lean manufacturing, ISO 9000, Six Sigma and a customer focused culture.
Select a business enterprise within the Events Industry of your choice. You are required to outline and critique how it has introduced and developed a comprehensive
system of TQM management.
From the information collated, along with a broad range of theoretical models, you should provide a conclusion as to whether TQM has been implemented successfully and
what the impact has been on the organisation.
Recommendations are also required.
Present your findings in the form of a a briefing paper (100%)
Case studies may be drawn from a broad range of businesses. The briefing paper should support and compliment your presentation.
You are encouraged to undertake a critique of present TQM policies and procedures.
Support your answer with reference to a broad range of theoretical models that have been introduced and discussed in the lectures and tutorials.
Briefing paper – content: relates to case study of choice.
Outline and evaluate a TQM programme/customer care
programme with reference to theoretical and academic
Emphasis on a holistic programme with all elements
mutually supporting TQM/customer focused outcomes. 60
Briefing paper – presentation: imaginative and creative
report of a professional standard, good syntax, grammar
and graphic design. 20
Harvard referencing, appropriate bibliography, appendix. 20
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