Ace Motors Ltd., a leading automobile manufacturer, faced growing competition from global players in the early 2000s. With rising customer expectations for quality and efficiency, the management decided to implement Tota

Ace Motors Ltd., a leading automobile manufacturer, faced growing competition from global players in the early 2000s. With rising customer expectations for quality and efficiency, the management decided to implement Total Quality Management (TQM) as a strategic approach to improve processes, reduce waste and increase customer satisfaction. TQM Implementation Steps: (1) Top Management Commitment: CEO initiated TQM as a company-wide movement. Clear communication of quality goals across departments. (2) Customer Focus: Feedback systems were improved. Regular customer satisfaction surveys were conducted. (3) Employee Involvement: Quality Circles were established across all production lines. Employees received Six Sigma and Kaizen training. (4) Continuous Improvement (Kaizen): Introduction of lean practices. Waste reduction initiatives saved ₹150 crores in the first two years. (5) Use of Quality Tools: Statistical Process Control (SPC), Pareto Analysis and Fishbone Diagrams used regularly. ISO 9001 and ISO/TS 16949 certifications obtained. (6) Supplier Quality Management: Long-term partnerships with key vendors. Supplier audits and joint training sessions conducted. Outcomes After 3 Years: Defect rate reduced by 65%, Production lead time decreased by 20%, Customer satisfaction score increased from 78% to 91%, Cost savings of ₹320 crores over 3 years. Based on the above case study, answer the following questions: What tools did Ace Motors use under its TQM program and also mention two benefits and two challenges Ace Motors faced during TQM implementation.