SECTION C: ESSAY QUESTIONS Answer only ONE of the TWO essay…

SECTION C: ESSAY QUESTIONS Answer only ONE of the TWO essay questions. NUMBER your work clearly and as it appears in the question paper. QUESTION 5: (BUSINESS OPERATIONS) ZAMBA LTD. (ZB) Zamba Ltd. (ZB) lost customers due to the poor quality of their products. Their management does not know how to implement total quality management (TQM to ensure the continuous provision of quality products and services to their customers.   Consider the statement above and give a detailed description of the following aspects: o   Explain the negative impact on ZB if TQM is poorly implemented. o   Discuss the benefits of a good quality management system. o   Evaluate the impact of the following TQM elements on ZB: ·        Total customer / customer satisfaction ·        Continuous skills development / Education and training o   Give ZB advice on how they can apply the PDCA model / cycle to improve the quality of their products. (40) OR