Get premium membership and access revision papers, questions with answers as well as video lessons.
Got a question or eager to learn? Discover limitless learning on WhatsApp now -
Start Now!
Total Quality Management Question Paper
Total Quality Management
Course:Master Of Business Administration
Institution: Kenyatta University question papers
Exam Year:2009
KENYATTA UNIVERSITY
UNIVERSITY EXAMINATIONS 2008/2009
MOMBASA CAMPUS
SECOND SEMESTER EXAMINATION FOR THE DEGREE OF MASTER OF
BUSINESS ADMINISTRATION
BBA 616: TOTAL QUALITY MANAGEMENT
DATE: FRIDAY, 3RD APRIL 2009 TIME: 9.00 A.M. – 12.00 P.M.
INSTRUCTIONS:
Attempt Question ONE and any THREE other questions.
1.
Read the following case and answer the questions following it.
Levin Manufacturing Company Ltd saved millions of shillings in operation cost in the last
three years by laying off staff reducing the number by 35%. This in turn resulted into
trade union activities which hampered smooth operations. The production department’s
performance improved. The staff now takes 20 days to produce 10 tonnes of finished
products as compared to 45 days previously. Employees are now required to spend 120 hours yearly in training which includes learning to use technology and aspects of problem solving. The employees are grouped in teams of ten and given projects to manage on their own. Although the company has quality circles it encourages multifunctional teams that solve problems on quality issues with the overall aim of achieving zero defects. To further enhance its quality, the management has introduced a training programme to reduce leading, delivery of finished goods to customers and to speed responses to customer complaints. Experts in the area are now handling customer complaints unlike previous occasions. Customers can easily get what they require on-line and are happy to be helped by courteous customer care experts. A recent survey (December 2008) shows that customers believe and trust what the company communicates to them about its efforts. The company has not yet reached the 25 million investment target but reactions of customers on quality are encouraging. Management in particular believe that “Quality begins with the customers and ends with the customer”.
Required:
(a)
Describe the dimensions of quality that are being practiced by Levin Company Ltd. (10 marks)
(b)
Explain the challenges that Levin Company Ltd had to face in its efforts to deliver quality to customers. (5 marks)
(c)
In relation to the case explain the difference between quality circles and quality functional teams used to improved quality in the company. (12 marks)
(d)
‘Quality beings with the customer and ends with customer’. In relation to this define and explain the provisions of this principle of quality management. (13 marks)
2.
(a)
Citing appropriate examples describe four types of quality costs and basic assumptions behind them. (12 marks)
(b)
Describe the process, types and role of Benchmarking in the provision of tourism services in Kenya. (8 marks)
3.
(a)
Explain the characteristics of the quality inspection, control, assurance and total quality management stages in the evolution of the quality management discipline. (10 marks)
(b)
Bring out similarities and differences between TQM and traditional management. (10 marks)
4.
(a)
Discuss the provisions of the Juran Trilogy in relation to quality planning. (14 marks)
(b)
Outline the conclusions of the quality gurus in terms of where they concur or differ and the weaknesses of their contributions to quality management. (6 marks)
5.
(a)
Explain the role of ISO 9000 quality standards in the management of firms. (10 marks)
(b)
Discuss the correlates and views of quality in relation to a firm in the service industry in Kenya. (10 marks)
More Question Papers
Popular Exams
Return to Question Papers