This document outlines steps that would be taken to implement a total quality management (TQM) approach at WonderWash Corporation over 90 days. It includes training all employees on TQM concepts, measuring quality metrics monthly, integrating new technologies, focusing on customer satisfaction, and emphasizing a quality culture rather than a traditional production culture. Employees would be placed in competing work groups and individuals/groups would be awarded based on performance assessments to motivate quality work. The goal is to help WonderWash regain lost market share by improving quality, customer service, and adopting a modern approach.

1. EGR386W: Midterm Survey
Technical Communication Student Outcomes (20 points)
***By taking this survey you agree that the work you’ve
submitted is your own and that it may be anonymously used for
assessment within the D4P program***
Directions: First, please sign in to you’re my.nau.edu account
and go to the following link to take the survey using your NAU
email.
Survey link:
http://goo.gl/forms/10KCqc4S1u
Then: Carefully read the Technical Communication Student
Outcomes infographic. After reading the TCSO, answer the
following questions. Note: remember to use your most
professional writing (writing free of vagueness, colloquialisms,
hyperbole, and redundancy). Please upload your reflective
writing to BBlearn as an attachment once you’ve completed
both surveys.
1. Successful Communication: Why is a careful and accurate
analysis of context, audience and purpose so critical to
successful technical communication? In what ways might
technical communication change, based on context, audience or
purpose? Throughout the Design4Practice program, to what
audience have you addressed your work (list examples)? How
might your audience change in EGR386W?
2. Clear, Concise, and Comprehensive Communication: An
aspect of technical communication that is often challenging is
the balance of clear, concise, and comprehensive. Why might
this balance be difficult to master in technical communication?
Have you struggled with this balance before? If so, when?
3. Focused, Organized, and Ethical Communication: Describe
the importance of ethical communication, particularly in

2. EGR386W. What are some ways in which communication could
be unethical, and why might this be concerning to engineers?
4. Engineering Communication Conventions: Lastly, what
aspects of English language mechanics have you most struggled
with in the past (grammar, punctuation, spelling)? What about
the six aspects of technical communication (clear, concise,
comprehensive, focused, organized, and ethical)? How do you
hope to improve on this throughout the EGR386W semester?
Memo Requirements:
· Write no more than two single-spaced pages using 12-pt font
· Answer each prompt question thoroughly and honestly
· Upload your reflective writing as a .doc / .docx attachment to
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Memorandum:
To: Nathan Bollig, GTA
From: _____________________
CC: David Willy, Instructor
Due Date: March 11 (by 11:59pm on BbLearn)
RE: Technical Communication Student Outcomes
Running header: TQM AND A 90-DAY TURNAROUND
1
TQM AND A 90-DAY TURNAROUND

3. TQM and a 90-Day Turnaround
Casey Lee
PM3325/Project Quality Management
02/26/16
John McIntyre
As the president and CEO of WonderWash Corporation the
following are the steps I would take to supervised their
manufacturing facilities with a total commitment TQM I would

4. introduce the plan to the board as a proposal. Here I would state
that despite WonderWash being a longtime manufacturer, it has
been losing sales at an increasing rate. The way quality and
customer service areas have been declining. I would seek their
participation and support in TQM by checking and reviewing it
with them and brainstorming it for any additions or deductions
before taking it to the next level after their approval.
In view of the corporation’s traditional approach that has not
taken into account any of the changes adopted by other
companies to modernize their facilities or utilize any of the
concepts that have made them successful, I would ensure that
the employees are trained. This is to make sure that they are in
line with the new demands in their part. Every department will
be having their own classes and meetings at different times of
the day and week so as not to disrupt business. This scheme will
also incorporate information on how the employees will be
audited and awarded according to their work performance.
Employees in the different will be put in competing groups of
about 7 employees per group and they will be motivated to
incorporate team oriented problem solving techniques. The
company will be audited to gather facts and data on past
performance which will be analyzed. There will be a systematic
measurement and focus on CONQ which will be on a monthly
basis. This monthly assessments will be the basis of gathering
data on team performance which will be used in quarterly to
award groups and individuals. This will motivate employees
hence help in attaining and improving the standard performance.
TQM was first developed in Japan in the 1940’s but its roots
can be traced back in the 1920s. Total Quality Management
approach which originated in the 1950s and has steadily become
more popular since the early 1980s. TQM culture requires
quality in all aspects of the company’s operations. Processes
have to be done right the first time no defects. The Japanese
were the first to incorporate this in their Industrial products
which were cheap and substandard and Deming among other
professionals suggested that they can achieve their goal in five

5. years; many Japanese doubted him. However, they followed his
suggestions and to this date Japan is still a world leader in
industrial good .Wonderwash can choose to emulate Japan how
they followed through on the recommendations made to them by
these professionals led by Deming.
WonderWash has to take up new technologies and give up the
old ways of manufacturing their electrical appliances. These
new technologies can be successively integrated into the
company’s practice through inculturalization process which has
been modeled within sociology. According to the social theory
of technology, this modern technology can be integrated into
WonderWash either through infiltration or a diffusion-like
process, where the company will be allowed some time to adapt
to new technology. This is because the development and
integration of new technologies is caused by the needs and
requirements of WonderWash in order to realize their TQM. All
the departments in WonderWash from the technical to the office
be it the engineers or the receptionist new technology has been
adopted mainly through infiltration in order to revolutionize the
company. The whole personnel from the management to the
employees should be made to understand that their flexibility in
their ethical reflection and sociological aspects will play a key
role in the company’s industrial decision making structures.
Quality culture differs from a traditional culture and
WonderWash personnel should be given examples of how the
Japanese run their business. He Japanese are a good example of
how quality culture differs from traditional cultures because
they have successfully managed to revolutionize their
businesses by focusing on quality culture. How their talent
management practices have been modified in order to suit local
conditions and how they (WonderWash employees) can adopt
this method. When it comes to international business, there are
a lot of ways to see how different cultures approach
management and a good adherence to a good TQM will
automatically yield to great results. These personnel need to be
enlightened that there is no universal way of doing business and

6. as technology narrows borders and globalization brings together
the world’s economies there is a development of sensitivity to
how other cultures operate, generally and in business.
WonderWash can succeed only when its products have enough
buyers in the market. The customers play a crucial role in
deciding our success and failure as a company. The employees
need to focus on the company’s end-users and what exactly
these customers expect from the company. The employees
should be trained on assessing and paying special attention to
customer feedbacks on a regular basis. In focusing on customer
satisfaction as central value, there will be a certain change in
technology management paradigms that takes place, as the
customer regains importance as a human being as the TQM
begins to yield the expected results.
References
Gallant, M. (2013). The Business of Culture: How Culture
Affects Management Around the World. TalentSpace.
Joseph C. Pitt. (2007). Research in Philosophy and Technology.
VirginiaTech.
MSG. (2016). Role of Customers in Total Quality Management.
MSG (Management Study Guide).