Table of Contents

Abstract ……………………………………………………………………………………. iii

Chapter 1: INTRODUCTION

Background of Total Quality Management and Operations Management ………... 1

Background of Prints2Go Business ………………………………………………. 2

Significance of the Study …………………………………………………………. 2

Scope and Delimitation …………………………………………………………… 3

Statement of the Problem …………………………………………………………. 3

Definition of Terms ………………………………………………………………. 4

Chapter 2: REVIEW OF RELATED LITERATURE

Foreign Review of Related Literature – Total Quality Management ……….……. 5

Foreign Review of Related Literature – Operations Management ……….………. 7

Local Review of Related Literature – Total Quality Management ….…………… 11

Local Review of Related Literature – Operations Management ….……………… 12

Chapter 3: METHODOLOGY

Research Design ……………………………………………………………...…... 14

Data Collection Method …………………………………………………………... 14

Research Questions ………………………………………………………….……. 15

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 Data Analysis ……………………………………………………………………... 19

Chapter 4: FINDINGS AND ANALYSIS

Research Questions in Diagram Model …………………………………………… 20

Total Quality Management and Operations Management ………………………... 20

Chapter 1 and 2 ……………………………………………………………………. 22

Chapter 3 and 4 ……………………………………………………………………. 23

Chapter 5 and 6 ……………………………………………………………………. 24

Chapter 1 and 2 ……………………………………………………………………. 25

Chapter 3 and 4 ……………………………………………………………………. 26

Chapter 5 and 6 ……………………………………………………………………. 27

Chapter 5: CONCLUSION AND RECOMMENDATION

Summary and Findings ……………………………………………………………. 28

Conclusion ………………………………………………………………………… 28

Recommendation …………………………………………………………………. 28

Bibliography ………………………………………………………………………….…… 30

ANNEX A: Curriculum Vitae ………………………………………………………….…. 33

ANNEX B: Reflections …………………………………………………………………… 45

ANNEX C: Photo Gallery ………………………………………………………………… 52

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 Abstract

Based on the business Prints2Go experiences on the Total Quality

Management and Operations Management that is important in running a business. It

is noticeable the Prints2Go business has a good reputation and great services towards

the customers. This further prompted the reason for assessing the business'

experienced on their management system. This utilized the narrative inquiry as the

research design where in one (1) of the available employee is subjected in the one on

one interview.

The results of the study show that Prints2Go business Total Quality

Management and Operations Management principles are being practiced and

implemented.

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