Total Quality Management Practices
Assessment Task

“Select a business enterprise within the Events industry. You are required to research and critique how a system of TQM has been introduced, developed and evaluate its success.”

Total quality management (TQM) is a management approach to long-term success through customer satisfaction. The approach is dependent on all members of the organisation participating in improving processes, products, services, and the culture in which they work.
Areas of research to consider within your chosen business enterprise:
• The strategies used to manage quality within an event
• The TQM approach to the management of human resources
• The interpretation of quantitative and qualitative data to manage events

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Support your evaluation with reference to a broad range of theoretical models. Cases studies can be drawn from a range of businesses to enhance your findings.
Present your findings in a briefing paper.

Suggested structure:
• cover Page,
• Content Page,
• Introduction to TQM (background) ,
• Introduction to business Enterprise,
• Evaluation of the chosen business Enterprise,
• Introduction and development of TQM,
• Conclusion,
• Appendices,
• Bibliography.

It is important that your report is properly structured. Also, as this is an academic paper, you should draw on contemporary literature to support your report. It must include references and relevant literature (textbooks, journals and websites). Care should be taken when consulting websites as they are not all equally authoritative (for example Wikipedia is not peer-reviewed; therefore is not considered an academic reference website). A minimum of 5 different academic references must be cited, but a well-researched report is likely to cite many more.


• Clear demonstration of rigorous research from recognized authoritative sources. Audience focused.
• Demonstration of a clear understanding of the issues. Use of academic models.
• Full text referencing and bibliography preferably using the Harvard citation method.

• Discuss the strategies used to manage quality within an event
• Evaluate how management within staffing will differ in an event
• Present findings effectively through a variety of techniques

• Evaluate information from a variety of sources
• Analytically interpret data in quantitative and qualitative forms to manage the quality of an event.

Core Texts:
Oakland John S. Total Quality Management and Operational Excellence: text and cases Routledge 4th Ed
Key Texts:
Bank, J. The Essence of Total Quality Management, Prentice Hall, 2nd Ed. 2004
Basu, R. & Quality Beyond Six Sigma, Elsevier, 2003 Nevan Wright J.
Beckford, J. Quality, Routledge, 2002
Deming W.E. Out of the Crisis, Prentice Hall, 2000
Evans J. R. Total Quality Management, South West, 2002 Dean, J.
Evans J. R. Quality and Performance Excellence, Cengage Learning, 2010
Goetsch, D. Quality Management for Organisational Excellence, 7th Ed. Pearson, 2011
Hoyle D. Quality Management Essentials, Prentice Hall, 2007
Juran, J. Architect of Quality McGraw-Hill, 2004

“The Life and Contributions of Joseph M. Juran.” Carlson School of Management, University of Minnesota. Available from http Retrieved on 12/4/07
Liker J. K. The Toyota Way: 14 Management Principles from the Worlds
Greatest Manufacturer, OUP, 2003
Montgomery, D. Introduction to Statistical Quality Control, John Wiley, 2004
Omacgonu, V. The Principles of TQM, 3rd Ed. CRC Press, 2007 & Ross, Joel
Rother M. Toyota Kata: Managing People for Improvement, Adaptiveness and
Support Results, 2009
Tanaka T. Toyota: The Global Story, 2008
Walton, Mary The Deming Management Method, Management Books, 2000
Wilkinson, A Managing with Total Quality Management, MacMillian, 2002
Journal List
The following Journals are appropriate to the module and will contain further articles which you may find helpful:
Fortune Magazine
Harvard Business Review
International Journal of Project Management
International Journal of Quality and Reliability Management

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