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Cmm 323: Business Process Re-Engineering. Question Paper

Cmm 323: Business Process Re-Engineering.

Course:Bachelor Of Commerce

Institution: Catholic University Of Eastern Africa question papers

Exam Year:2011

THE CATHOLIC UNIVERSITY OF EASTRN AFRICA
A.M.E.C.E.A
GABA CAMPUS – ELDORET
MAIN EXAMINATION
AUGUST – DECEMBER 2011 TRIMESTER
FACULTY OF COMMERCE
DEPARTMENT OF MARKETING AND MANAGEMENT
CMM 323: BUSINESS PROCESS RE-ENGINEERING.

Date: December 2011 Duration: 2 Hours
Instructions: Answer Question One and any TWO Questions

Q1. a) Explain the meaning of the following:
i. Business process re-engineering (3 marks)
ii. Total quality management and highlight important concepts in TQM. (4 marks)
iii. Benchmarking (3 marks)
iv. ‘kaizen’ (3 marks)
b) Quality has been defined in many ways by quality leaders. State five ways of defining quality.
(5 marks)
c) Highlight five limitations of BPR. (5 marks)
d) Many companies are striving to be the best in the market. Highlight any seven factors driving organizations to have a change. (7 marks)
Q2. a) International Benchmarking Clearing House has suggested the codes of the conducts for benchmarking. Explain any five codes of conduct to be followed when doing Benchmarking. (10 marks)
b) explain any five change management approaches that managers can use. (10 marks)
Q3. a) Explain any seven obstacles associated with TQM Implementation . (14 marks)
b) Describe six steps –approach to BPR given by Devenport and Short (1990). (6 marks)
Q4. a) Describe the PDCA cycle problem-solving approach as given by Deming towards continuous
improvement. ( 6 marks)
b) Distinguish between ISO 9000 and TQM (8 marks)
c) Highlight the seven principles of business process Re-engineering as given by Hammer and Champy
(6 marks)

Cmm 323: Business Process Re-Engineering. Question Paper

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