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Total Quality Management Question Paper

Total Quality Management

Course:Bachelor Of Business Administration

Institution: Jaramogi Oginga Odinga University Of Science And Technology question papers

Exam Year:2014

JARAMOGI OGINGA ODINGA UNIVERSITY OF SCIENCE AND TECHNOLOGY
SCHOOL OF BUSINESS
BACHELOR OF BUSINESS ADMINISTRATION (WITH IT)
4TH YEAR 2ND SEMESTER – 2014
ABA 418 (TOTAL QUALITY MANAGEMENT)
Instructions: Answer question 1 (compulsory) and any other 2 questions
Q1)
a) Define TQM (3mks)

b) Explain the objectives of total quality management in organization (15mks)

c) Distinguish between total quality management and quality control (3mks)

d) Explain the reasons why business organizations undertake benchmarking (10mks)

Q2) Using relevant examples discuss how a business enterprise can judge its total quality
management level based on the 7 criteria by advocated for by Juran and Baldrige. (20mks)

Q3) Discuss the historical development of the total quality management under the following
subheadings;-
a) Inspection phase (5mks)
b) Quality control phase (5mks)
c) Quality assurance phase (5mks)
d) Total quality management phase (5mks)

Q4)
a) XYZ co. seeks to measure its customer satisfaction standards and has consulted you
as a finalist BBA student. Explain how you would help measure customer satisfaction
in this company. (10mks)

b) Explain any 5 Demmings principles of total quality management (10mks)

Q5) Omega is a global company that seeks to gain competitive advantage in business. Based
on the benefits of Feigenbaum’s total quality management, illustrate how it can achieve this
end. (20mks)

Total Quality Management Question Paper

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