Question 1: What are the steps that an organization must follow to implement a TQM program? What is the role of top management and middle management in each of these steps? Applying your knowledge of TQM, what are the most important things that management can do to create a quality culture?
Question 2: How does quality management create a competitive advantage for an organization? In what ways must education and training be modified to support a TQM environment? How would you recommend that an organization overcome resistance to change when implementing a TQM system?