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Bcom/Bbam 472: Total Quality Management Question Paper

Bcom/Bbam 472: Total Quality Management

Course:Bachelor Of Commerce

Institution: Kisii University question papers

Exam Year:2017

ANSWER QUESTION ONE AND ANY OTHER THREE.

QUESTION ONE
a) Justify why Juan's definition of quality is the agreed on the most quality gurus.
(3 marks)

b)Armand Feigenbaum stated that"quality starts by identifying customer requirements and only ends when a product/service is in the hands of a satisfied customer." Explain the relevance of the statement to any business of your choice. (8marks)

c)Deming's chain reaction explains the advantages of implementing quality management. Discuss.
(8marks)
d) State the three main types benchmarking and the general benchmarking steps
(6marks)

QUESTION TWO
a) Explain any five of business process reengineering
(10marks)

b) Explain the advantages of using control charts in managing variations in a process
(5marks)

QUESTION THREE
a) Explain the importance of Philip Crosby's quality vaccine
(10marks)

b) Customers of XYZ hospital complain about poor quality services offered by the hospital staff. As the administration manager explain how dimensions of quality can help revamp the services of the hospital
(5marks)

QUESTION FOUR
Implementing TQM requires top management to adopt a TQM culture.Discuss the principles of culture that support the statement.
(15marks)

QUESTION FIVE
a) TQM is anchored on certain core values. Explain the relevance any nine of the values to institutions of higher learning.
(9marks)

b)Kaizen is a quality improvement technique.Describe the three tools of Kaizen.
(6marks)

Bcom/Bbam 472: Total Quality Management Question Paper

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