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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:2011

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UNIVERSITY EXAMINATIONS: 2010/2011
SECOND YEAR EXAMINATION FOR THE DEGREE OF BACHELOR OF
COMMERCE
CAM 201 TOTAL QUALITY MANAGEMENT
DATE: DECEMBER2011 TIME: 2 HOURS
INSTRUCTIONS: Answer Question One and Any Other Two Questions
Question One
a) Organizations face various challenges during implementation of Total Quality
Management. As a quality manager explain how you will handle the challenges to
effectively implement Total quality management (18 Marks)
b) Explain the six basic concepts that Total Quality Management requires to be successful
(6 Marks)
c) Clearly explain the determinants of quality (6 Marks)
Question Two
a) What do you understand by Quality and Total Quality? (4 Marks)
b) Explain the concept of Juran’s Trilogy of Quality management adopted by companies to
achieve Quality leadership (6 Marks)
c) What are the factors which can be considered while benchmarking a management
education institution (10 Marks)
Question Three
Customers are one of the most important pillars of an organizations success. It’s therefore
important that organization solicit feedback from the customers. Assume that you are a quality
manager in an organization which has not been getting feedback from its customers and you have
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realized that this is affecting your customer base. From the managements perspective feedback is
seen as an unnecessary expense and its your responsibility to convince them otherwise.
a) Explain the importance of feedback (5 Marks)
b) What are the various information collecting tools you will use you will use to get feedback
from customers (8 Marks)
c) Explain the various costs that can be incurred in manufacturing organizations (7 Marks)
Question Four
a) Explain the improvement strategies that organizations can adopt (8 Marks)
b) Total quality management is all a bout continuous process improvement. Explain the
phases of continuous process improvement (12 Marks)
Question Five
a) Explain the meaning of business process re-engineering and the qualities of a reengineered process
(10 Marks)
b) Dr Edward Deming emphasized the quality of product and services. Explain the emphasis of his
fourteen principles of quality (10 Marks)

Cam 201 Total Quality Management Question Paper

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