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Bcom 472: Total Quality Management Question Paper

Bcom 472: Total Quality Management

Course:Bachelor Of Commerce

Institution: Chuka University question papers

Exam Year:2013

CHUKA

UNIVERSITY

UNIVERSITY EXAMINATIONS

FOURTH YEAR EXAMINATION FOR THE AWARD OF DEGREE OF
BACHELOR OF COMMERCE

BCOM 472: TOTAL QUALITY MANAGEMENT

STREAMS: BCOM Y4S2 TIME: 2 HOURS

DAY/DATE: TUESDAY 13/8/2013 2.30 P.M. – 4.30 P.M.
INSTRUCTIONS:

Answer Question ONE and any other Two Questions.
Do not write on the question paper.

Question One

(a) Explain the application and significance of a quality policy statement to Kenyan public sector institutions. [6 marks]

(b) Total Quality Management has gained a lot of prominence in the last decade in Kenyan organizations. Explain the reasons for this phenomenon. [8 marks]

(c) Discuss the elements of Total Quality Management that must be integrated in the practices and systems of managers in an organization. [8 marks]

(d) Highlight and explain the aspects of leadership which are key to successful Quality Management Programme. [8 marks]

Question Two

(a) You have been appointed as the Quality Manager of XYZ Ltd. As a specialist in the area of quality, advise the company on the quality techniques and skills necessary for a sustainable product-service quality. [10 marks]

(b) Standardization through ISO certification is viewed by many organizations in Kenya as an important tool for competitive advantage. Discuss the benefits of ISO certification to public sector institutions in Kenya. [10 marks]

Question Three

(a) Quality refers to the degree to which a set of inherent characteristics fulfills requirements. Discuss the common dimensions of service quality. [10 marks]

(b) Discuss the organizational barriers in implementing Quality Management Programmes.
[10 marks]

Question Four

(a) “TQM means that the organization’s culture is defined by and supports the constant attainment of customer satisfaction through an integrated system of tools, techniques
and training.” Discuss. [8 marks]

(b) “With liberalization and globalization of business, organizations are increasingly getting exposed to stiffer competition, calling for the production of goods and services that can yield customer delight hence give the particular organization a competitive edge”. Explain why organizations view quality as a source of competitive advantage.
[12 marks]

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Bcom 472: Total Quality Management Question Paper

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