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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 2008/2009
FIRST SEMESTER EXAMINATION FOR THE DEGREE OF BACHELOR OF COMMERCE
BBA 410: TOTAL QUALITY MANAGEMENT
DATE: Friday 28th November 2008 TIME: 8.00 a.m. – 10.00 a.m.
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INSTRUCTIONS
Attempt question one and any other TWO questions.

Q1. (a) Explain the main elements of ISO 9000 and its benefits to today’s
customer oriented firms. [12 marks]

(b) Discuss the Juran Trilogy and its relevance to planning. [10 marks]

(c) Outline the main benefits of TQM to organizations of the 21st Century.[8 marks]

Q2. You have been requested to give a lecture on the views, correlates and demeanors
of quality as important concepts to the understanding of quality. Explain with
appropriate examples what you have included in your discussion on each of them.
[20 marks]

Q3. Explain the major issues of benchmarking and re-engineering while clearly
indicating their significance to forms that are ready to embrace change in today’s
competitive environment. [20 marks]

Q4. Write brief notes on each of the following:
(i) Contributions of Edward Reming to quality management. [10 marks]

(ii) Difference between quality circles and quality focus teams and the process
of team formation. [10 marks]