Total Quality Management Question Paper

Total Quality Management

Course:Bachelor Of Commerce

Institution: Kenyatta University question papers

Exam Year:2009

KENY A TT A UNIVERSITY
UNIVERSITY EXAMINATIONS 2008/2009
SECOND SEMESTER EXAMINATION FOR THE DEGREE OF BACHELOR
OF COMMERCE
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DATE: Friday 3rd April, 2009
TIME: 8.00 a.m. - 10.00 a.m.
INSTRUCTIONS
Attempt question one and any two other questions.
Q I.
(a)
The human interface in the management of quality can never be over- estimated. Discuss the contributions of effective quality teams structures in management and compare and contrast quality circles and quality focus teams. [ I0 marks]
(b)
Discuss the main features of each stage in the evolution of quality management and explain the main benefits ofTQM. [10 marks]
(c)
Explain the contributions of PhiIiph Crosby to quality management. [10 marks]

Q2.
(a)
Explain how the principle of Business process Re-engineering can be used in a retail business.
(b)
Discuss the process, benefits and types of Benchmarking. [20 marks]

Q3.
(a)
As a quality consultant how can you help Nairobi City Council to improve their services which are deemed poor by the customers. [6 marks]
(b)
Discuss the Dimensions and Correlates of Quality. [14 marks]

Q4.
(a)
Explain the main gains of those firms that are ISO 9000 certified. [10 marks]
(b)
Discuss the costs of quality and its relevance to quality management. [10 marks]

Q5.
Discuss the contributions of Joseph Juran to quality management. [20 marks]

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