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Dam 201 Total Quality Management Question Paper

Dam 201 Total Quality Management

Course:Diploma In Business Management

Institution: Kca University question papers

Exam Year:2014

UNIVERSITY EXAMINATIONS: 2013/2014
STAGE V ORDINARY EXAMINATION FOR THE DIPLOMA IN
BUSINESS MANAGEMENT
DAM 201 TOTAL QUALITY MANAGEMENT
DATE: AUGUST 2014
TIME: 1 1/2 Hours
INSTRUCTION: Answer any THREE questions
QUESTION ONE: (20 MARKS)
a)
Briefly explain how and when the following TQM tools are used in business process.
(i) (ii) Process mapping
(iii) Flow chart
(iv)
b)
Cause effect diagram (fish born)
Control chart
(12 Marks)
Explain four ways of getting customer feed back.
(8 Marks)
QUESTION TWO: (20 MARKS)
a)
Explain the various problems encountered by organizations in defining service quality
(6 Marks)
b) Cleary explain any ten dimensions of quality.
(10 Marks)
c) Discuss the benefits accrued to an organization by practicing TQM principles. (4 Marks)
QUESTION THREE: (20 MARKS)
a)
For organizations to survive in the current business environment they must involve their
employees. What are the benefits of employee involvement
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(8 Marks)
b)
Explain the various costs that can be incurred in manufacturing organizations when
quality measures are not considered?
c)
(6 Marks)
‘’Quality policy and statements gives organizations wide competitive edge in the ever
changing business environment’’ Describe the importance of sound quality policy and
mission statement.
(6 Marks)
QUESTION FOUR: (20 MARKS)
a)
Continuous improvement is one of the main principles of TQM that organization must
practice in order to achieve quality within an organization, identify and briefly explain
the phases an organization goes through to improve a process.
b)
(10 Marks)
Different people have different perception of what quality is, distinguish between the
producer’s perception of quality and the customer’s perception of quality
c)
(4 Marks)
Outline the five underpinning principles to kaizen. (5 Marks)
QUESTION FIVE: (20 MARKS)
a)
For Total Quality Management to succeed, it is important to have a quality leader.
Explain any ten characteristics of a quality leader.
b)
(10 Marks)
Explain the major challenges faced by modern organizations in achieving ISO
certification.
c)
(4 Marks)
Discuss the importance of benchmarking in TQM. (6 Marks)
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Dam 201 Total Quality Management Question Paper

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