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Total Quality Management Question Paper
Total Quality Management
Course:Bachelor Of Commerce
Institution: Kenyatta University question papers
Exam Year:2008
KENYATTA UNIVERSITY
UNIVERSITY EXAMINATIONS 2007/2008
SECOND SEMESTER EXAMINATION FOR THE DEGREE OF BACHELOR
OF COMMERCE
BBA 410: TOTAL QUALITY MANAGEMENT
DATE: Friday 20th June, 2007
TIME: 2.00 p.m. – 4.00 p.m.
INSTRUCTIONS
(i)
The paper contains five questions.
(ii)
Attempt questions one and any two other questions.
(iii)
Additional marks will be given for real life examples and clarity of issues.
Q1.
Read the case below and answer the questions following it.
TEAMS AND TEAM BUILDING
The early history suggest that work simplification efforts by management and
labour were probably the first production oriented teams. However the
development of quality control circles by the Japanese in 1961 is considered to be
the beginning of the use of teams to improve quality. Quality control circles are
groups of people from one work units who voluntarily meet on a regular basis to
identify, analyze and solve quality and other problems. They choose their own
problems and focus on quality of work life and health. Quality circles often
remain in existence over a long period of time on project after project. Groups are
powerful in changing behaviour and values and in disciplining its members. They
are used in decision making, negotiating and bargaining in today’s organizations.
Members with diverse backgrounds bring different perspectives to the decision
making process. They also provide social satisfaction to their members and
promote communication and self esteem.
A team is a small number of people with complementary skills who are
committed to a common purpose, and set of performance goals and approach for
which they hold themselves mutually accountable. Teamwork is better in solving
quality issues because many heads are more knowledgeable than one. Team
building is a method designed to help teams operate more effectively by
improving internal communication and problem solving skills. In TQM projects
team building helps in making greater use of both individual and team strengths to
improve performance and results. Teams help firms to be productive, reduce cost,
enhance worker involvement and is a major part of the quality efforts.
Required
(i)
“All terms are groups but not every group is a team”. In relation to the
case discuss the above assertion and distinguish between quality circles
and quality focus teams.[12 marks]
(ii)
Discuss the five stages in team development while clearly indicating the
major characteristics of each stage. [8 marks]
(iii)
Explain the main ways of making teams effective and its benefits in
improving quality programmes in today’s organizations.
[10 marks]
Q2.
(a)
Explain the concept of benchmarking in terms of types, process and
importance to quality concurs organizations. [14 marks]
(b)
Discuss your understanding of Business process re-engineering and its
role or benefits to Quality Organisations. [6 marks]
Q3.
Discuss the relevance of each of the following to quality planning:
(i)
The P-D-C-A check Act Cycle. [6 marks]
(ii)
The Juran Trillogy [14 marks]
Q4.
Discuss the principles of continuous improvement (Kaizen) and Employee
Empowerment and their relevance in promoting quality in a service organization
like Kenyatta University. [20 marks]
Q5.
Write brief notes of each of the following:
(a)
The correlates and dimension of quality. [12 marks]
(b)
The cost of quality [8 marks]
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