Analyse the likely benefits to RW of introducing Total Quality Management (TQM).

Mark scheme

Marking points from the official mark scheme (May/June 2018). The mark or mark type is shown in brackets.

1. [K] TQM is a holistic approach to quality that involves all employees in ensuring best possible processes and outcomes Inc. quality chains, quality circles, internal customers, kaizen.
2. [K] Checking for quality at every stage can be accepted as knowledge of TQM, but not checking quality at the end of the process.
3. [App] Many faults in servicing and repair
4. [App] Workshop manager responsible
5. [App] Lack of involvement by employees.
6. [An] Problems identified early saving costs of correction
7. [An] Little need for final inspection, saving costs
8. [An] Easier to trace reasons for faults, leading to lower costs
9. [An] Responsibility for quality identified, accountability improved
10. [An] More opportunities for employee responsibility so greater motivation
11. [An] Less wastage of materials and time so saving costs
12. [An] Better customer relations so more repeat business