Dam 201 Total Quality Management Question Paper
Dam 201 Total Quality Management
Course:Diploma In Business Management
Institution: Kca University question papers
Exam Year:2014
UNIVERSITY EXAMINATIONS: 2013/2014
STAGE V ORDINARY EXAMINATION FOR THE DIPLOMA IN
BUSINESS MANAGEMENT
DAM 201 TOTAL QUALITY MANAGEMENT
DATE: APRIL 2014
TIME: 1 1/2 Hours
INSTRUCTION: Answer any THREE questions
QUESTION ONE: (20 MARKS)
a) One of the primary goals of kaizen is eliminating waste. Discuss the wastes that Kaizen
intends to eliminate
[8 Marks]
b) Employee involvement is one of the prerequisites for the success of quality management
endeavors. Explain the benefits of employee involvement
[12 Marks]
QUESTION TWO: (20 MARKS)
a) Quality has been defined and redefined by various scholars in the field of quality
management. Explain the various dimensions of quality
[10 Marks]
b) Explain the various problems encountered by organizations in defining service quality
[10 marks]
QUESTION THREE: (20 MARKS)
a) It’s important that organization solicit feedback from the customers. Explain the importance
of feedback
[5 Marks]
b) What are the various information collecting tools that can be used you to get feedback from
customers
[8 Marks]
c) Explain the various costs that can be incurred in manufacturing organizations [7 Marks]
QUESTION FOUR: (20 MARKS)
a) Clearly explain any five determinants of quality
[10 Marks]
b) Define quality policy and explain the Importance of creating a sound quality policy
[10 Marks]
QUESTION FIVE: (20 MARKS)
a) For Total Quality Management to succeed, it is important to have a quality leader.
Explain any ten characteristics of a quality leader
[10 Marks]
b) Dr Edward Deming as a guru has contributed to the growth of Total Quality Management
through his principles. What is the primary focus of his principles
[10 Marks]
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