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Total Quality Management Question Paper

Total Quality Management

Course:Master Of Business Administration

Institution: Kenyatta University question papers

Exam Year:2010

KENYATTA UNIVERSITY
UNIVERSITY EXAMINATIONS 2010/2011
INSTITUTION BASED PROGRAMME (IBP) – AUGUST SESSION
EXAMINATION FOR THE DEGREE OF MASTER OF BUSINESS ADMINISTRATION
BBA 616: TOTAL QUALITY MANAGEMENT

DATE: Tuesday 28th December, 2010

TIME: 2.00 p.m. – 5.00 p.m.
_________________________________________________________________________________
INSTRUCTIONS
Answer any FOUR Questions.

1.
How can a firm within the service section make use of the dimension of Quality and develop competitive advantage? [25 marks]

2.
Discuss the nature and role of teams and quality circles in the implementation of Quality Improvement Systems. [25 marks]

3.
Discuss the following Principles of Quality Management:
a)
Principle of Kaizen
[15 marks]
b)
Principle of Employee Empowerment.
[10 marks]

4.
Discuss the following issues and their relevance in TQM.
i)
Benchmarking and Business process Re-engineering
[10 marks]
ii)
ISO 9000 Certification
[15 marks]

5.
Discuss how TQM is different from traditional management and the main characteristics of
each stage in its historical development. [25 marks]

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