(d) Discuss the main benefits that might accrue from the successful implementation of a Total Quality
Management programme by the management of the combined entity. (5 marks)
正确答案：
(d)ThebenefitsthatmightaccruefromthesuccessfulimplementationofaTotalqualitymanagementprogrammebythe
managementofthecombinedentityincludethefollowing:
–TherewillbeanincreasedawarenessofallpersonnelwithinQuicklinkLtdoftheneedtoestablisha‘qualityculture’
withinthecompanywhichwillprovideabasisofimprovedperformancethroughouttheorganisation
–ThesuccessfuladoptionofaTQMphilosophywouldensurethatthereisarealcommitmentto‘continuousimprovement’
inallprocesses
–ItwouldplaceagreaterfocusoncustomersatisfactionsinceattheheartofanyTQMprogrammeisadeep-seated
commitmenttothesatisfactionofeverycustomer
–Therewouldbeagreateremphasisuponteamworkwhichwouldbeusedinanumberofformsegqualitycircleswhich
couldbeestablishedwithaviewtoimprovingperformancewithineveryareaofthebusinessThefosteringofteamspirit
willalsoimprovecommunicationwithinQuicklinkLtd
–AmajorcharacteristicofaTQMprogrammeisprocess-redesignwhichisusedtosimplifyprocessessystems
proceduresandtheorganisationitselfInthisrespecttheadoptionofaTQMphilosophywillbeinvaluablesincethe
integrationoftheQuicklinkLtdandCelerTransportbusinesseswillrequireofnecessityadetailedreviewofthose
processescurrentlyemployed
–TheadoptionofaTQMphilosophywillnecessitatethemonitoringofqualitycostsinordertomeasurewhetherthe
objectiveofcontinuousimprovementisbeingachievedInthisrespecttheaimwillbetoeliminateinternalfailurecosts
suchaslatedeliveriesandlostitemswhichareclearlydetrimentaltoabusinesswhichoperatesinthetransportand
haulageindustry
