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Dibm 0226: Total Quality Management Question Paper

Dibm 0226: Total Quality Management

Course:Diploma In Business Management

Institution: Chuka University question papers

Exam Year:2013

CHUKA

UNIVERSITY

UNIVERSITY EXAMINATIONS

SECOND YEAR EXAMINATION FOR THE AWARD OF
DIPLOMA IN BUSINESS MANAGEMENT

DIBM 0226: TOTAL QUALITY MANAGEMENT

STREAMS: DIP. (BUS. MGT) Y2S2 TIME: 2 HOURS

DAY/DATE: MONDAY 12/8/2013 8.30 A.M. – 10.30 A.M.
INSTRUCTIONS:

Answer Question ONE and any other Two Questions.

Question One

(a) Explain the application and significance of a quality policy statement to Kenyan public sector institutions. [6 marks]

(b) Total Quality Management has gained alot of prominence in the last decade in Kenyan organizations. Explain the reasons for this phenomenon. [8 marks]

(c) “TQM means that the organization’s culture is defined by and supports the constant attainment of customer satisfaction through an integrated system of tools, techniques and training.” Discuss. [8 marks]

Question Two

(a) You have newly been appointed as the Quality manager of Chuka University. Discuss your role in implementing the university’s quality philosophy. [10 marks]

(b) What is ISO certification? Explain the benefits of this certification to an organization.
[10 marks]
Question Three
(a) Quality refers to the degree to which a set of inherent characteristics fulfills requirement. Discuss the common dimensions of service quality. [10 marks]
(b) Discuss the constraints and challenges organizations face in implementing Quality Management Programmes. [10 marks]
Question Four

(a) TQM is usually regarded as a continuous process for continuous improvement in organizational performance. Explain this statement. [6 marks]

(b) Discuss the elements of Total Quality Management that must be integrated in the practices and systems of managers in an organization. [8 marks]

(c) Explain the meaning of Business Process Re-engineering (BPR) as a tool of Quality Management. What are the reasons for its current application in restructuring organizations in Kenya today? [6 marks]

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Dibm 0226: Total Quality Management Question Paper

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