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Total Quality Management Question Paper

Total Quality Management

Course:Secondary Level

Exam Year:2010

1
UNIVERSITY EXAMINATIONS: 2009/2010
STAGE V EXAMINATION FOR DIPLOMA IN BUSINESS MANAGEMENT
DAM 201: TOTAL QUALITY MANAGEMENT
DATE: APRIL 2010 TIME: 1½ HOURS
INSTRUCTIONS: Answer any THREE questions
Question One
a) The cost of quality is what it costs a company to get things done. Discuss the various
classifications of a typical quality costs. (10 Marks)
b) Describe any five FIVE dimensions of quality (10 Marks)
Question Two
a) The main issue in building customer satisfaction is to acquire satisfied customers .Discuss the
various methods of identifying customer satisfaction. (14 Marks)
b) Outline some of the strategies for building a loyal relationship with a customer (6 Marks)
Question Three
a) Highlight and explain the aspects of leadership which are very key to successful total quality (TQ)
approach (10 Marks)
b) Explain the causes of TQM program failures in an organization (10 Marks)
Question Four
a) Explain the concept of Business process re-engineering (6 Marks)
b) State the benefit and drawback of Business process re-engineering (BPR) (14 Marks)
2
Question Five
Total quality model underscores the need for monitoring and measurement. Clearly state the factors or
indicators that need to be measured and monitored in a total quality model. (20 Marks)

Total Quality Management Question Paper

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