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Total Quality Management Question Paper

Total Quality Management

Course:Bachelor Of Commerce

Institution: Kca University question papers

Exam Year:2011

UNIVERSITY EXAMINATIONS: 2010/2011
SECOND YEAR EXAMINATION FOR THE DEGREE OF BACHELOR OF
COMMERCE
CAM 201: TOTAL QUALITY MANAGEMENT (SATURDAY)
DATE: APRIL 2011 TIME: 2 HOURS

INSTRUCTIONS: Answer one and any other TWO questions

QUESTION ONE
a) Dr Edward Deming is regarded as the father of quality management through his contributions to
Total quality Management. Explain any ten principles of Deming’s route to quality. (10 Marks)
b) Cleary explain any ten dimensions of quality (20 Marks)
QUESTION TWO
a) Organizations incur various costs in improving the quality of their products or services. Briefly
describe the three elements of the costs of quality (12 Marks).
b) List and describe the four levels that constitute the ISO 9000 structure. (8 Marks)
QUESTION THREE
Write brief notes on the following indicating their importance in improving the performance of an
organization;
i) Re engineering (4 Marks)
ii)Quality leadership (4 Marks)
iii) Pareto analysis (4 Marks)
iv) Vision statement (4 Marks)
v)Six sigma (4 Marks)
2
QUESTION FOUR
a) Briefly describe the four levels of ISO 9000 hierarchy (6 Marks)
b) There are a number of critical steps that are necessary to implement a quality system such as ISO
9000. Briefly describe these steps (14 Marks)
QUESTION FIVE
a) Briefly describe the four critical pillars of TQM (6 Marks)
b) One of the most prestigious criteria for measuring and recognizing quality excellence is the
Malcolm Baldrige National Quality Award (MBNQA) Briefly explain the seven award categories
used as the criteria for performance of this award indicating the evaluation dimensions. (14 Marks)

Total Quality Management Question Paper

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