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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 2009/2010
SUPPLEMENTARY/SPECIA EXAMINATION FOR THE DEGREE OF
MASTERS OF BUSINESS ADMINISTRATION

BBA 616: TOTAL QUALITY MANAGEMENT


DATE:
Thursday 23rd September 2010
TIME: 2.00p.m - 5.00p.m

INSTRUCTIONS:
-
Attempt any four questions
-
All questions carry equal marks.

Q1.
Explain the differences between T.Q. M and traditional management and bring
out the major characteristics of each stage in the evolution of Quality
Management. [25marks]

Q2.
Discuss the Juran Trilogy and it major contributions to quality planning [25marks]

Q3.
a)
Discuss the contributions of Edward Deming to quality management.
[15marks]
b)
Explain the benefits of quality management to firms in the service
industry in Kenya.
[10marks]

Q4.
Write brief notes on each of the following
i)
The dimensions of quality.
[15marks]
ii)
Benchmarking and its benefits.
[10marks]

Q5.
a)
Explain the principle of Kaizen and its benefits to customer oriented
organizations.
[15marks]

b)
Discuss the benefits of ISO 9000 certification.
[10marks]




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