Programme
Cohort
BSc (Hons) Financial Management
with Public Finance Top Up
BFM/12/FT T.Up
BMAN/09/PT- G
BMAN/10/FT (1) Aug G
BSc (Hons) Human Resource
BHRM/10/FT Feb
Management
BHRM/08/PT
Examinations for 2012 – 2013 Semester I
BSc (Hons) Management General
/ 2012 Semester II
MODULE: QUALITY MANAGEMENT
MODULE CODE: MGMT 3203
Duration: 2 Hours
Reading time: 10 Minutes
Instructions to Candidates:
1.
This question paper consists of Section A and Section B.
2.
Section A is compulsory.
3.
Answer any two questions from Section B.
4.
Always start a new question on a fresh page.
5.
You will be provided with graph paper upon request.
6.
You may use a non-programmable calculator.
7.
Total Marks: 100.
This question paper contains 4 questions and 5 pages (Excluding table of factors
for charts).
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SECTION A: COMPULSORY
QUESTION 1: (40 MARKS)
(a)
ISO 9001:2008 series embraces eight quality management principles. By using
relevant examples in the business context, discuss the potential benefits an
organization might derive by adopting these principles.
(b)
(25 marks)
JIT (Just-in-time) is one component in an organization’s TQM program. Discuss
how JIT is related to quality.
(15 marks)
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EPSBMFEX MGMT 32032012
SECTION B: ANSWER ANY TWO QUESTIONS
QUESTION 2: (30 MARKS)
(a)
What do you understand by the term statistical process control?
(3 marks)
(b)
Distinguish between common causes and assignable causes of variation in
statistical process control.
(c)
(7 marks)
A manufacturer produces small boxes of chocolates that are labeled “net weight
10 ounces”. Each hour, random samples of four boxes are weighed to check
whether process is in control. Five hours of observations have yielded the
following information:
OBSERVATION (Weight in ounces)
Sample
Box 1
Box 2
Box 3
Box 4
1
10.14
10.22
10.09
10.27
2
10.21
10.41
10.24
10.20
3
10.18
10.26
10.35
10.23
4
10.08
10.34
10.24
10.15
5
10.41
10.56
10.34
10.47
Number
(i). Draw an X-chart (means chart)
(8 marks)
(ii). Draw an R-chart (range chart)
(8 marks)
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EPSBMFEX MGMT 32032012
(iii). Comment on the process average and process variability.
(4 marks)
QUESTION 3: (30 MARKS)
‘When one considers an ordinary organizational culture alongside a Total Quality
Management organizational culture, some clear differences can be identified.’
Based on an organization of your choice, discuss the differences between these two
cultures.
QUESTION 4: (30 MARKS)
“Too high Quality Costs is a sign of Management Ineffectiveness within an
organization.”
Feigenbaum had proposed a system of “Quality Cost Reporting” whereby all relevant
costs are categorized in four major areas.
List those four areas of “Quality Related Costs” and discuss how they can help an
organization to improve its effectiveness.
QUESTION 5: (30 MARKS)
For the successful implementation of Total Quality Management (TQM) in any business
setting, the latter must concentrate on the components, elements and principles of
TQM.
In the light of the above statement, briefly explain the following:
(i) Four components of TQM
(8 marks)
(ii) Any five elements of TQM
(10 marks)
(iii) Any six principles of TQM
(12 marks)
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QUESTION 6: (30 MARKS)
Growing competition has compelled organisations to seek and adopt Quality
approaches to remain competitive and one of the widely used approaches is
Benchmarking.
(a)
How do you define benchmarking and explain clearly the benchmarking process?
(20 marks)
(b)
Briefly elaborate the limits and benefits of benchmarking.
(10 marks)
***END OF QUESTION PAPER***
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EPSBMFEX MGMT 32032012