Nof Furniture is a business making made-to-order desks for home offices. Fig. 1 shows a workshop map used by the production manager. A customer returned a d...

(a) The drawer sticks or does not open smoothly, and the varnish has scratches or a damaged surface finish. [2]

(b) Total quality management, TQM, is a business-wide approach to quality [1] in which all employees take responsibility for preventing defects [1], using continuous improvement and customer requirements to set standards [1]. [3]

(c) The drawer fit should be checked before varnishing so a poor fit can be corrected before the desk is finished [1]. Repair after varnishing could damage or require removal of the varnish [1]. Early checking reduces wasted materials and labour [1], making it more likely that the desk meets the customer specification first time [1]. [4]

(d) Total labour time:

\[15\times3=45\text{ hours}\]

Reworking cost:

\[45\times£18=£810\]

The total reworking cost is £810. [5]

(e) TQM makes each worker check their own work [1], so faults such as incorrect measurements can be identified early [1]. Team meetings allow staff ideas to improve the process [1], reducing returns and protecting Nof's premium reputation [1]. Training uses cash and takes workers away from producing desks [1]. Nevertheless, Nof should introduce TQM because continuing return costs and lost customers are likely to exceed initial training costs, provided managers give clear quality standards [1]. [6]