Get premium membership and access revision papers, questions with answers as well as video lessons.

Total Quality Management Question Paper

Total Quality Management

Course:Bachelor Of Commerce

Institution: Kca University question papers

Exam Year:2010

UNIVERSITY EXAMINATIONS: 2009/2010
SECOND YEAR STAGE 2 EXAMINATION FOR THE DEGREE OF
BACHELOR OF COMMERCE
CAM 201: TOTAL QUALITY MANAGEMENT (DAY&EVENING)
DATE: APRIL 2010 TIME: 2 HOURS
INSTRUCTIONS: Answer Question ONE and Any other TWO Questions
QUESTION ONE
Matumo Ltd Company which has specialized in producing detergents has not been performing well as
compared to their competitors. After commissioning a market intelligence survey it was ascertained
that their main competitors have embraced Total quality management. In order to compete effectively
the top management of company has approached you as an expert on Total Quality Management for
advice.
a) Briefly explain any ten benefits Matumo Ltd company will enjoy by embracing Total Quality
Management [10 Marks]
b) Which areas must Matumo Ltd Company emphasize on during the implementations phase?
Explain [10 Marks]
c) After Matumo limited embraces TQM it will produce quality products. Define quality and explain
the steps in quality control [10 Marks]
QUESTION TWO
a) In improving the quality of products and services, organizations incur costs. As an expert in Total
Quality Management explain the reasons why organizations must measure quality costs.
[10 Marks]
2
b) Implementing TQM is a major task. Define TQM implementation and state the approach that will
be used in the design, development and implementation [10 Marks]
QUESTION THREE
A) For organizations to succeed in improving the quality of their products and service, it is important
they get feedback from customers. Define customer feedback and explain the various tools that can be
used to collect information [10 Marks]
B) You have been recruited as a quality manager in one of the fastest growing company in your area
Your main task is to create a sound quality policy. Define quality policy and explain why you think it
is important [10 Marks]
QUESTION FOUR
A) Unlike in the past, organizations are looking for quality leaders and not managers.Explain any ten
characteristics of a quality leader. [10 Marks]
B) Quality management is not only considered in products but in services too. State how you can
assess quality in health services and explain what can be done to ensure there is quality in health
services [10 Marks]
QUESTION FIVE
A) Define quality council and discuss the duties of a quality council [10 Marks]
B) Organizations must re-engineer their processes.
What is the meaning of Business process re-engineering .Explain what causes business process
reengineering fail? [10 Marks]

Total Quality Management Question Paper

More Question Papers

Popular Exams