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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
DATE: APRIL 2009 TIME: 2 HOURS
INSTRUCTIONS: Answer question ONE and any other TWO questions
QUESTION ONE
(a) Explain the meaning of Total Quality Management (5 Marks)
(b) Highlight the principles of TQM. (10 Marks)
(c) Discuss briefly any five obstacles for implementing TQM. (10 Marks)
(d) Explain the concept of quality related training in total quality management. (5 Marks)
QUESTION TWO
a) Clearly explain the meaning of a customer in relation to total quality management. (5 Marks)
b) Describe the importance of customers feedback in quality improvement in an organisation.
(5 Marks)
c) Distinguish the difference between service quality and product quality. Highlight determinants
of service quality (10 Marks)
QUESTION THREE
a) Most modern organisations are scrambling for quality leaders. State and briefly explain any
ten characteristics of a quality leader. (10 Marks)
b) What do you understand by quality council? Explain the duties of a quality council
(10 Marks)
2
QUESTION FOUR
Define the term bench Marking and discuss the process of bench Marking. (20 Marks)
QUESTION FIVE
Discuss the difference between traditional management and TQM. (20 Marks)

Cam 201: Total Quality Management Question Paper

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