i) Explanation of Total Quality Management:
Total Quality Management (TQM) is a management philosophy that emphasizes managing the whole organization in order for it to continuously excel in all dimensions of products and services that are important to the customer.
OR
Total Quality Management (TQM) is a philosophy involving all employees in an organization in a continual effort to improve quality and achieve customer satisfaction.
(2 marks)

ii) Guidelines to Reduce Resistance:

1. Top-down Commitment and Involvement: Management must demonstrate a top-down commitment and involvement approach to get all employees participating in the implementation of TQM.
2. Training: Management must provide appropriate training, resources, and human resource back-up to facilitate the smooth implementation of TQM.
3. Measurement Factors: Management must determine critical measurement factors that can be used to track the progress of TQM.
4. Cost of Quality: Management must identify the costs of quality and routes to improvement to enhance the successful implementation of TQM.
5. Teamwork: Management must institute and emphasize teamwork to ensure successful implementation of TQM.
6. Time Span: Management must allow time to see progress in the implementation process and reward contributions for its success.
7. Spread Success Stories: Management must spread stories about the successful implementation of TQM to serve as a motivator to employees.