- 25 Marks
POM – OCT 2022 – L1 – Q8 – Total Quality Management in Microfinance
Present reasons for preferring TQM, explain characteristics of quality for TQM planning, and factors influencing TQM success in addressing microfinance challenges like queues and staff issues.
Question
Digitized Microfinance Company Limited is encountering quality management challenges and asa result, the top twenty (20) profitable customers are threatening to close their accounts if solutionsare not forthcoming. The challenges are:
(i) Long queues in the ten (10) banking halls,
(ii) High incidence of idle time of ATMs,
(iii) High tardiness among tellers and
(iv) Staff ignorance of policies and standard operating procedures.
The management of Digitized Microfinance Company Limited has approached you to use Total Quality Management (TQM) skills to rectify the situation.
(a) Make a presentation to the management stating five (5) reasons why TQM is preferred to any other management concept? [5 Marks]
(b) List and explain five (5) characteristics of quality that can be considered in the planning and designing of the TQM programme? [10 Marks]
(c) List and explain five (5) factors that can influence the success of the TQM implementation? [10 Marks]
[Total Marks – 25]
Find Related Questions by Tags, levels, etc.
