Total Quality Management Question Paper
Total Quality Management
Course:Master Of Business Administration
Institution: Kenyatta University question papers
Exam Year:2009
KENYATTA UNIVERSITY
UNIVERSITY EXAMINATIONS 2008/2009
INSTITUTE OF OPEN LEARNING
EXAMINATION FOR THE DEGREE OF MASTER OF BUSINESS
ADMINISTRATION
BBA 616: TOTAL QUALITY MANAGEMENT
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DATE:
TUESDAY 11TH AUGUST 2009
TIME: 2.00 P.M. – 5.00 P.M.
INSTRUCTIONS
Attempt Question ONE and any THREE other Questions.
Q.1
You have been asked to give a talk to first year students in quality management of a local private university, discuss what you will include in the following sections of your report.
a)
The evolution of Quality Management (12 marks)
b)
The principles of Total Quality Management (10 marks)
c)
The important of Total Quality Management. (6 marks)
Q.2
Outline the contributions of the Joseph Juran to Quality Planning in firms within the manufacturing sector. (24 marks)
Q.3
“The provisions of Quality Management are not applicable to firms like Kenya Airways which are within the service sector” Critique this statement using the ‘dimension’ and ‘correlates’ of quality. (24 marks)
Q.4
What are the benefits of ISO 9000- and major elements that need to be considered for purposes of certification. (24 marks)
Q.5
Discuss the following in relation to Total Quality Management.
i)
The importance types and process of Benchmarkers (14 marks)
ii)
The role of Teams and the Team formation process in Quality management. (10 marks)
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