1.1.1 Identify TWO total quality management (TQM) elements applied by SPL. Motivate your answer by quoting from the scenario.

1.1.1 Identify TWO total quality management (TQM) elements applied by SPL. Motivate your answer by quoting from the scenario.

TQM ELEMENTS	MOTIVATIONS
1. Customer Focus	"Market research is always conducted by SPL to monitor the needs of consumers."
2. Process Management	"management of SPL ensures that they understand the business operations and production systems."

1.1.2 Elaborate on the meaning of TWO other TQM elements.

1. Employee Involvement: This element emphasizes that all employees, from top management to frontline staff, are actively engaged in improving quality. Their input and commitment are crucial for identifying problems and implementing solutions.
2. Leadership: This element highlights the vital role of top management in establishing a clear vision for quality, providing resources, and creating a culture that supports continuous improvement and customer satisfaction throughout the organization.