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Hps 2211: Total Quality Management Question Paper

Hps 2211: Total Quality Management

Course:Bachelor Of Science In Human Resource Management

Institution: Kirinyaga University question papers

Exam Year:2016

KIRINYAGA UNIVERSITY
UNIVERSITY EXAMINATION 2015/2016
YEAR 11 SEMESTER 11 EXAMINATION FOR THE DEGREE OF BACHELOR IN [HUMAN RESOURCE MANAGEMENT]
HPS 2211: TOTAL QUALITY MANAGEMENT

INSTRUCTION
Answer question one[compulsory] and any other two question

QUESTION ONE
a)Use ten of the principles in the Deming philosophy to explain how you would develop a Quality Management Plan in an organization you are familiar with. 15mks
b)Briefly summarize the ISO:9001 2015 explaining how it relates to the management of quality in organization. 15mks

QUESTION TWO
a.Customers’ perception of quality may differ from the organizations/manufacturer’s perception of quality.Use example to explain any five concepts of quality which may mislead the customer’s judgment of the true quality of a service. 10mks
b.Discuss the contribution of Juran to the study of TQM. 10mk

QUESTION THREE
a)Use examples to explain how any of the five principles by Stephen Covey can improve your responsibilities as a quality manager in an organization. 15mks
b)Use specific examples to explain the quality formulae 5mks

QUESTION FOUR
a.You have been hired as a manager in a hotel and are anxious to ensure quality of products and services.Explain the obstacles you are likely to encounter. 10mks
b.In quality management,you can ‘never do it alone’. Discuss how you would raise the self esteem of your junior workers to enhance their participation in quality. 10mks

QUESTION FIVE
a) Discuss the Kaizen philosophy and its relevance to management of quality in an organization. 10mks
b)Discuss five principles of ethics which should guide a quality leader. 10mks

Hps 2211: Total Quality Management Question Paper

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