Total Quality Management Question Paper

Total Quality Management

Course:Bachelor Of Commerce

Institution: Kenyatta University question papers

Exam Year:2009

KENYATTA UNIVERSITY
UNIVERSITY EXAMINATIONS 2008/2009
INSTITUTE OF OPEN LEARNING
EXAMINATION FOR THE DEGREE OF BACHELOR OF COMMERCE
BBA 410: TOTAL QUALITY MANAGEMENT
DATE: WEDNESDAY, 12TH AUGUST 2009 TIME: 8.00 A.M. - 10.00 A.M.
===========================================================================
INSTRUCTIONS: Attempt any four questions.

1. a) There is no difference between TQM and traditional management, however,
its benefits are noticeable and is of value to customer oriented firms’.
Discuss. (15 marks)

b) Discuss the historical development of TQM while clearly indicating
the main features of each evolution stage. (15 marks)

2. Discuss the following principles while clearly indicating their benefits.
i) The principle of Employee Empowerment (10 marks)

ii) The principle of Continuous Improvement (10 marks)

3. Discuss the various correlates and dimensions of quality. (20 marks)

4. Write brief notes of each of the following:
i) Business process Re-engineering (6 marks)

ii) The steps, types and benefits of benchmarking (14 marks)

5. Discuss the contribution of Edward Deming and Philiph Crosby to quality
management. (20 marks)

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