This question contains two parts; be sure to answer both. First, explain the two core principles of TQM and the assumptions underlying each. Second, suppose you are the commissioner of your local parks department. Your job is to ensure that your city, town, or county had open park spaces for the residents to enjoy. Apply each of the two core principles to your management of the parks department.

Question

What will be an ideal response?

Answer 1

The two core principles are people and improvement orientations.

People orientation: Delivering customer value is most important; people will focus on quality if given empowerment; and TQM requires training, teamwork, and cross-functional efforts.

Improvement orientation: It's less expensive to do it right the first time; it's better to do small improvements all the time; accurate standards must be followed to eliminate small variations; and there must be strong commitment from top management.

Students should apply each of the two core principles to the management of the local parks department.