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Quality Management (Pscm 431) Question Paper

Quality Management (Pscm 431)

Course:Accounting, Finance& Investments

Institution: Kenya Methodist University question papers

Exam Year:2013

TIME: 2 HOURS
Instructions:
Answer question one (compulsory) and any other two questions.
Question One
Discuss the four major phases in the historical development of quality management.
(10 marks)
Taking a manufacturing organization, discuss any eight dimensions of quality.
(8 marks)
Quality is a strategic factor that works through a vicious cycle to enhance a company’s sustainable competitiveness. Discuss some of the reasons why organizations are now more keen on the quality of the products or services.
(12 marks)

Question Two
Describe the concept of service recovery and highlight ways in which organizations can manage a service recovery programe effectively.
(10 marks)
Identify the benefits of observing quality management in the service industry.
(10 marks)

Question Three
Explain the concept of service quality behaviour and discuss the effects of service quality on behaviour intentions.
(10 marks)
A major airline company plans to outsource its non-core activities. Discuss the benefits of adopting this strategy.
(10 marks)

Question Four
Supplier quality audits are necessary to ensure an organization maintains the competitiveness of its products or services. Explain what a supplier quality audit is and discuss the importance of undertaking it.
(12 marks)
Discuss the differences between product and service design.
(8 marks)

Quality Five
Critics of TQM have sometimes held a new organization that pursue ISO certification not because of their commitment towards quality but because of prestige and the reputation associated with the ISO standards. Discuss
(10 marks)
Quality of organizations goods and services may fail for various reasons. Identify some of those reasons and highlight ways an organization can improve it.
(10 marks)

Quality Management (Pscm 431) Question Paper

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