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Total Quality Management Question Paper

Total Quality Management 

Course:Bachelor Of Commerce

Institution: Kenyatta University question papers

Exam Year:2008



KENYATTA UNIVERSITY
INSTITUTE OF OPEN LEARNING (IOL)
UNIVERSITY EXAMINATIONS 2007/2008
SECOND SEMESTER EXAMINATION FOR THE DEGREE OF BACHELOR
OF COMMERCE

BBA 410:
TOTAL QUALITY MANAGEMENT

DATE: Wednesday, 9th July, 2008

TIME: 1.00 p.m. – 3.00 p.m.
------------------------------------------------------------------------------------------------------------
INSTRUCTIONS:
Attempt question ONE and any TWO other questions.
Q.1
a)
“Quality begins with the customer and ends with the customer.” Discuss. (6 marks)
b)
Explain the stages in the development of quality management. (10 marks)
c)
Compare and contrast total quality management and traditionalmanagement and outline its benefits to firms. (14 marks)

Q.2
Explain the contributions of Joseph Juran and Edward Demury to quality Management. (20 marks)

Q.3
Discuss the dimensions and correlates of quality with appropriate examples (20 marks)

Q.4
a)
Discuss the concepts of Benchmarking in terms of steps and benefits to quality management. (12 marks)
b)
Explain the four costs of quality (8 marks)

Q.5
Outline the benefits of ISO 9000 and its essential elements.
(20 marks)




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