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Total Quality Management Question Paper

Total Quality Management

Course:Bachelor Of Science In Entrepreneurship Studies

Institution: Moi University question papers

Exam Year:2011

UNIVERSITY EXAMINATIONS: 2010/2011
SECOND YEAR EXAMINATION
TOTAL QUALITY MANAGEMENT
DATE: AUGUST 2011 TIME: 2 HOURS
INSTRUCTIONS: Answer question ONE and any other TWO questions
Question One
a) System approach to management is one of the key principles of TQM. Explain benefits of applying
this principle in an organization with regard to quality improvement (8 Marks)
b) Discuss three types of appraisal costs and three types of internal failiure costs (12 Marks)
c) Identify and Discuss the seven phases in team formation (10 Marks)
Question Two
a) Discuss the contributions of Joseph M Juran in the field of total quality management
(10 Marks)
b) Identify and briefly Discuss the five Most Common Benchmarking Errors an orgarnization can make (10 Marks)
Question Three
a) Disuss the following TQM tools and how they are used in process improvement [USE diagrams
where necessary (12 Marks)
i. DRIVE
ii. Process flowcharting
iii. CEDAC
iv. Pareto analysis
v. Control charts
vi. Ishkawa diagram
b) What is kaizen, discusss the benefits of applying kaizen philosophy ( 8 Marks)
Question Four
a) The success and actual running of improvement teams involves several factors.discusss the factors will influence the succeess of a team (12 Marks)
b) Customers feed back must be continuously solicited and monitored. Customers continuaully
change their minds, their expectations and their suppliers. Discuss the importance of customer
feedback on quality management. (8 Marks)
Question Five
a) Discuss the challenges of implementing TQM in an organization (10 Marks)
b) Discuss the main characteristics of quality leaders (10 Marks)

Total Quality Management Question Paper

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