Hps2111:Quality Management Question Paper
Hps2111:Quality Management
Course:Bachelor Of Supplies Management
Institution: Meru University Of Science And Technology question papers
Exam Year:2013
QUESTION ONE – 30 MARKS
CASE STUDY
(i) Quality at Nairobi Central Hospital (use the case study to answer i) a & i (b) Nairobi Central Hospital is 60 – bed hospital situated in Nairobi Central Business District the Hospital began facing serious competitive pressures as other health facilities started mushrooming. Top management knew they had to establish and maintain a competitive advantage against other health care providers. Their strategy was to dramatically improve the quality of care Nairobi Central delivered to its patients.
Hospital Administrator attended a seminar given by a leading quality management consultant. The administrators decided to use the consultant’s approach to improve total quality in all aspects of the hospital’s operation.
The administrators targeted a number of operations for quality improvement accuracy of patient billing, nursing retention, turnaround time in the emergency department, quality of dietary service, purchasing procedures and promptness and completeness of medical record entries. They further decided to create teams of hospital employees as the primary mechanism for the implementing process improvements.
Required (use the case study to answer i) a & i (b)
(a) Define quality in the context of the case (4Marks)
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(b) Discuss the types of quality costs that may be incurred in the hospital and propose the best approach to manage quality costs at the hospital. (8Marks)
(ii) With relevant examples, discuss any three dimensions of Product and Service Quality according to Garvin (1984) and Zeithaml and Berry (1998) respectively. (12Marks) (iii) Discuss any two benefits and criticism of Total Quality Management. (6Marks)
QUESTION TWO – 20 MARKS
Discuss any four principles that guide the success of a Total Quality Management Program. (20Marks)
QUESTION THREE – 20 MARKS
(a) Quality Management is an important concept in strategic planning and a component of strategy. Explain. (10Marks) (b) Explain why organization views quality as a source of competitive advantage. (10Marks)
QUESTION FOUR – 20 MARKS
(a) Define quality circles. (4Marks) (b) Explain the objectives of quality circles. (12Marks) (c) What is the difference between quality circles and quality improvement teams? (4Marks)
QUESTION FIVE – 20 MARKS
(a) Outline and describe the key steps in the bench marking process (12Marks) (b) Explain the concept of business process re-engineering. (8Marks)
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