MGT424 – Quality Management ASSIGNMENT 2

Date of Submission by Students:  Before The End of Week – 12

Place of Submission: Students Grade Centre (Blackboard)

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MGT424 – Quality Management ASSIGNMENT 2
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Weight:     08 Marks

Learning Outcome:

S.N List Learning Outcomes (LO)
1 Develop an appreciation of quality management theory, principles, and practices.
2 Identify and meet the needs of internal/external customers.
3 Implement Quality Improvement efforts using teams.
4 Use Quality Improvement tools and practices for continuous improvement.
5 Develop strategies for organizational change and transformation.




Assignment 2 – Critical Thinking


Total Quality Management (TQM) is one of the most prominent developments in management for the past two decades. TQM started in Japan in the early 1980s and spread to the Western countries and Australia. In the 1990s, TQM topics became very important, and many companies were looking to apply TQM and use it to develop and improve their businesses.  

Total Quality Management is defined as “a management philosophy concerned with people and work processes that focuses on customer satisfaction and improves organizational performance”   

These days, health organizations face many challenges that can be classified into four major areas:  increases in the cost of health services, rapidly growing technology dependence, pressure on health organizations to decrease costs and improve quality to cope with the international organizations that establish standards and give licenses and finally satisfying patients’ needs, a major demand requiring hospitals to maintain high quality services.

Such challenges force health planners to adopt a system that can manage health care in a measurable way to offer a high quality service, which is the aim of the quality management programs in hospitals.  

The system that can cope with all of these challenges and resolve all health organization’s problems is TQM. Total Quality Management is also known as continuous quality improvement (CQI), quality improvement (QI), quality management (QM) and total quality control (TQC).   Experts indicate that the key principles of TQM include the following: customer focus, obsession with quality, scientific approach, long-term commitment, teamwork, and continual improvement systems, education, and training, freedom through control, unity of purpose and employee involvement and empowerment. The liability of nursing personnel is mainly restricted in the implementation and evaluation of the TQM programs. Nurses represent more than eighty percent of the health workers in any Hospital. These nurses have played a significant role in the implementation and success of TQM programs.

Answer The Following Questions (Short Answer):

  1. Describe the History of Total Quality Management (TQM). (2-Marks)
  2. What is Total Quality Management according to you?. (2-Marks)
  3. What are the challenges faced by Health Organizations in implementation of Quality Management Programs in Hospitals?. (2-Marks)
  4. What is the solution to the problems faced by Health Organizations these days?. (2-Marks)


Question 1

The quality services to the clients remain the first offers that the businesses can offer to their customers.  Providing quality care services to the people makes the people is a source that pools people to the organization (Kanji, 2015). On the other hand, the organization also requires quantity to boost increase the profit which sustains the organization exists. However, overconcentration in amount can lead to the shoddy production of the work. The quality services would attract more customers hence boosts the quantity.

Question 2

Indeed, by incorporating the system of overall quality management into the organization, it is possible for a business to have both the quality and quantity. First the TQM advocates for class (Kanji, 2015). The TQM attracts more customers hence increasing the profit of the organization. Additionally, the TQM facilitates the employees to have positive attitudes towards work, therefore, improve the quality of services of the organization.

Question 3

One of the changes of the adopted by AtlantiCare is plan-do-check-act. The process reveals the gaps that exist in the method of communication. The management of the business encourages the internal connections between the leaders. On the other hand, the new employees are oriented to the customs of the organization enabling them to manage the organization based on the rules and organization.

Question 4

The management of the organization to manage starts by orienting the employees to the system of the organization. Additionally, the control of the organization creates the goals of the organization to create better engagement with the organization.


Kanji, G. K. (2015). Total Quality Management: Proceedings of the first world congress. Dordrecht: Springer Netherlands.


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