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Cam 201Total Quality Management Question Paper

Cam 201Total Quality Management

Course:Bachelor Of Commerce

Institution: Kca University question papers

Exam Year:2011

1
UNIVERSITY EXAMINATIONS: 2011/2012
YEAR 2 EXAMINATION FOR THE BACHELOR OF COMMERCE
CAM 201TOTAL QUALITY MANAGEMENT (SATURDAY)
DATE: APRIL 2012 TIME: 2 HOURS
INSTRUCTIONS: Answer Question One and Any other Two Questions
QUESTION ONE
a) Quality is a subjective term for which each person has his or her own definition and views of
quality, give four different definitions or views of quality [4 Marks]
b) Identify and explain the steps of a Continuous Process Improvement Cycle? [12 Marks]
c) Define Benchmarking? [2 Marks]
d) Enumerate the steps to benchmark? [12 Marks]
QUESTION TWO
a) Discuss the three components of the Juran Trilogy? [6 Marks]
b) Identify and discuss the key steps in the Deming cycle? [8 Marks]
c) Discuss the contributions of Philip B Crosby to TQM [6 Marks]
QUESTION THREE
a) With aid of diagrams discuss how you will use the following TQM tools to improve business
process [12 Marks]
1. • Process mapping
2. • Process flowcharting
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3. • Force field analysis
4. • CEDAC
5. • Pareto analysis
6. • Control charts
b) Standardization is an essential tool for maintaining and improving quality in a company. Discuss
the main purpose of setting standard [ 8 Marks]
QUESTION FOUR
a) Discuss the main Characteristics of quality leaders [12 Marks]
b) Identify and discuss four stages that all teams will go through to develop, given time: [8 Marks]
QUESTION FIVE
a) Enumerate Steps involved to get ISO Certification [12 Marks]
b) Discuss the Benefits of implementing Kaizen phisolophy [8 Marks]

Cam 201Total Quality Management Question Paper

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