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Total Quality Management Question Paper

Total Quality Management

Course:Bachelor Of Commerce

Institution: Kca University question papers

Exam Year:2011

UNIVERSITY EXAMINATIONS: 2010/2011
SECOND YEAR EXAMINATION FOR THE DEGREE OF BACHELOR OF
COMMERCE
CAM 201: TOTAL QUALITY MANAGEMENT (D+E)
DATE: AUGUST 2011 TIME: 2 HOURS
INSTRUCTIONS: Answer question ONE and any other TWO questions
Question One
a) Assume that you have been appointed a quality manager in an organization and one of your
first responsibilities is to convince management to implement total quality management.
Explain the benefits of TQM to the board of directors in convincing them to support TQM.
(10 Marks)
b) Most organizations experience various challenges while implementing Total Quality
management. Explain the various steps that organization should undertake to overcome these
challenges (10 Marks)
c) Cleary explain any ten dimensions of quality (10 Marks)
Question Two
a) Explain the various problems encountered by organizations in defining service quality
(6 Marks)
b) For TQM to be successful organizations must have Total Quality management training
programmes. Explain the objectives of TQM training programmes (14 Marks)
Question Three
a) In your endeavor to ensure that customers are satisfied you have realized that customers have many complaints in regards the quality of products. Explain how you would handle customer
complaints (8 Marks)
b) As a quality manager in a nursing home you have been tasked by the top management to
ensure that quality in the provision of service is upheld. Explain the actions that you will undertake in ensuring that customers receive quality health services in a nursing home
(12 Marks)
Question Four
a) For organizations to survive in the current business environment they must involve their
employees. What are the benefits of employee involvement (10 Marks)
b) Define quality policy and explain the Importance of creating a sound quality policy (10 Marks)
Question Five
a) For Total Quality Management to succeed, it is important to have a quality leader. Explain any ten characteristics of a quality leader (10 Marks)
b) Dr Edward Deming as a guru has contributed to the growth of Total Quality Management
through his principles. What is the primary focus of his principles (10 Marks)

Total Quality Management Question Paper

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