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Cam 201: Total Quality Management Question Paper

Cam 201: Total Quality Management

Course:Bachelor Of Commerce

Institution: Kca University question papers

Exam Year:2009

1
UNIVERSITY EXAMINATIONS: 2008/2009
SECOND YEAR STAGE 1 EXAMINATION FOR THE DEGREE OF
BACHELOR OF COMMERCE
CAM 201: TOTAL QUALITY MANAGEMENT (DAY CLASS)
DATE: APRIL 2009 TIME: 2 HOURS
INSTRUCTIONS: Answer question ONE and any other TWO questions
QUESTION ONE
a) The increase in focus in TQM has seen many organizations working so hard of late to achieve
varying quality certifications. Explain the possible reasons for this trend. (10 Marks)
b) More contemporary views of quality demand a focus on the customer. Organizations are
responding to this demand in a number of ways which include putting customer feedback systems
in place. Explain the importance of customer feedback to the organization.
(10 Marks)
c) You have just been appointed a Quality Assurance Manager in your organization. Explain five
crucial things you must do to ensure high quality in your organization (10 Marks)
QUESTION TWO
a) Discuss the role of leadership in the success of TQM (10 Marks)
b) Your organization has decided to implement an ISO 9000, as the Quality Assurance Manager,
explain five ways in which you can motivate employees to work towards the achievement of this
certification (10 Marks)
2
QUESTION THREE
a) Being the Quality Assurance manager of your organization, you have been appointed a team
leader by your boss to lead a quality team towards the implementation of OHSAS 18001.
i. Explain what an OHSAS system is (3 Marks)
ii. Explain seven things you must do to ensure the success of your team
(7 Marks)
b) Explain any five situations that can warrant a business Re-engineering process
(10 Marks)
QUESTION FOUR
a) List any five quality models (5 Marks)
b) Differentiate between Business process Reengineering and TQM
(8 Marks)
c) Explain any seven focuses of Kaizen principle (7 Marks)
QUESTION FIVE
a) Listening to the voice of the customer can be accomplished by numerous information
collecting tools. Discuss any five information collecting tools. (10 Marks)
b) Quality is a strategic weapon to fight competition, discuss
(10 Marks)

Cam 201: Total Quality Management Question Paper

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