Total Quality Management (TQM) is a management philosophy that requires a holistic, organization-wide commitment to continuous improvement in all functions. The "Total" in TQM signifies that it must encompass the entire organization, from top-level management to frontline employees, and across all departments. Implementing TQM in a single division creates an isolated 'silo of excellence' that is likely to fail due to dependencies on, and inconsistencies with, other parts of the organization. For TQM to be successful, it must be embedded in the corporate culture and strategic vision, which necessitates a company-wide implementation.

A. Yes – TQM will ensure her division outperforms the other divisions: A siloed TQM implementation is likely to fail due to a lack of cross-functional support and integration, making outperformance unlikely.

B. Yes – staff will respond positively to the change: Staff response is not guaranteed and, without senior management commitment across the company, they may view the initiative with cynicism.

D. No – TQM is not suitable in a manufacturing company: This is incorrect. TQM principles were pioneered and are extensively and successfully applied within manufacturing environments (e.g., the Toyota Production System).

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1. Oakland, J. S. (2014). Total Quality Management and Operational Excellence: Text with Cases (4th ed.). Routledge. In Chapter 1, Oakland defines TQM as a "holistic approach" that requires the involvement of "all people within an organisation" and must be integrated into the company's culture and strategy, making a divisional-only approach unviable. (DOI: https://doi.org/10.4324/9781315815663)

2. Dale, B. G., van der Wiele, T., & van Iwaarden, J. (2016). Managing Quality: An Essential Guide and Resource Gateway (6th ed.). Wiley. Chapter 3, "The building blocks of TQM," emphasizes that TQM is a total system requiring commitment and teamwork across all organizational functions. A piecemeal approach contradicts this fundamental principle of totality.

3. Powell, T. C. (1995). Total Quality Management as Competitive Advantage: A Review and Empirical Study. Strategic Management Journal, 16(1), 15–37. This foundational paper discusses TQM's success factors, including total employee involvement, top management support, and a unified culture (p. 19), all of which imply a company-wide scope rather than a departmental one. (DOI: https://doi.org/10.1002/smj.4250160105)