MOI UNIVERSITY NAIROBI CAMPUS

CONTINOUS ASSESSMENT TEST

BBM 445

TOTAL QUALITY MANAGEMENT

CYRUS MUGENDI MURIITHI

BBM/2182/18
1. Quality management systems (QMS) is usually envisaged as a wedge that holds
the gains achieved along the quality journey and prevents good practices from
slipping. Briefly explain the benefits of having a QMS in small scale business (6
marks).

 Increased Efficiency
Businesses that go through the ISO 9001 QMS certification process have the aim
to maximize the efficiency and quality of their processes. As part of the process,
guidelines will be put in place for all employees to follow.

 Better Employee Morale

Members of staff need to be motivated and satisfied to perform well. Clear,
defined roles, accountability of management, established training systems as well
as a clear understanding of how their roles affect the quality and the success of
the business are all part of fostering an effective employer/staff relationship.

 International Recognition
ISO is a worldwide mark of quality management, making a business appears reliable
and trustworthy.  It is the goal of many businesses to export internationally, and ISO
accreditation will go a long way to establishing credence in the international business
arena.

 Improvement Of Processes
A firm can learn what improvements are needed by the facts that you find
through a system of documentation and analysis. This is a carefully planned and
implemented procedure, which will guarantee that you make the correct choices
for your business and eliminate the risks of any costly mistakes.

 Boost your marketing and sales efforts: As an internationally recognized

quality management system, achieving ISO certification will support your
marketing and help increase your sales.
 
  Improves customer relations Improves relationships with suppliers due to
clear, concise production standards. Provides basis for consistent and fact-based
decision making.

2. Examine the various types of benchmarking that today’s organization should

undertake so as to remain competitive. ( 6 marks)
 Competitive Benchmarking:
Corporate benchmarking has moved beyond product-oriented comparisons to
include comparisons of process with those of competitors.

 Process Benchmarking: This activity involves measuring discrete performance

and functionality against organization through performance in excellent
analogous business processes.

 Internal Benchmarking: It is a type of benchmarking done within an

organization by comparing the performance of similar business units or business
processes.

 Strategic Benchmarking: A type of benchmarking helps strategic managers to

develop a vision of the changed organizations. It will develop core
competencies that will help sustained competitive advantage.

 Product Benchmarking: A type of benchmarking which involves every

organization buys its rival’s products and tears down to find out how the
features and performances etc., compare with its products.

 Global Benchmarking: It is extension of Strategic Benchmarking to include

benchmarking partners on a global scale e.g. Ford Motors in USA, Mazda
vehicles in Japan.

3. African countries view quality issues in organizations differently as compared to

Japanese, Americans and European nations. With Kenya as a case study,
critically analyze the milestone Kenya has made in quality management and
discuss the challenges to successful Total Quality Implementation in Kenyan
firms today.
 Milestone Kenya has made in quality management

 Application of modern technology and international best practices to develop and

strengthen the regulatory systems in order to meet the needs of the population
and to contribute to the sustainable development of the nation and attainment of
Universal Health Coverage.
 Collaboration and Cooperation among Staff and partners who to build effective
team and succeeded in achieving the ISO certification.
 Ability to meet customers’ requirements and applicable statutory and regulatory
requirements aimed at enhancing customer satisfaction.
 Good manufacturing practice, online system-availability of product database in
Products registration. E.g. Drugs.

Challenges to successful Total Quality Implementation in Kenyan firms today.

 Too much documentation

Many organizations create way too many documents; sometimes even to such an
extent that the documentation starts hindering the functioning of the Quality
Management System. In such cases, employees can get lost in the documentation
and they may lose interest in the QMS. As a result, the QMS will not yield the
expected results.

 Too much rigidity

If Quality Management System is too rigid and inflexible it will be difficult to
improve when necessary. As a result, it may not guarantee the best results for the
future. Customer requirements and organizations are constantly evolving. Therefore,
Quality Management Systems must evolve as well.

 Not enough motivation

When organizations implement a quality management system because of external
factors only (e.g. a client demands a certified QMS, competitors have an
advantage because they are certified and you are not), it will be hard to get the
best results from your QMS.
 Lack of management commitment
In order for any organizational effort to succeed, there must be a substantial
management commitment of management time and organizational resources. The
purpose must be clearly and continuously communicated to all personnel
management must consistently apply the principle of TQM.

 Improper planning
All constituents of the organization must be involved in the development of the
implementation plan and any modifications that occur as the plan evolves. The
Two-way communication of ideas is the matter of great importance and should
be taken by all personnel during the development of the plan and its
implementation.
 Ineffective measurement techniques
Organization should be measured for effective decision making. To improve a
process are you need to measure the effect of improvement ideas. Access to data
and quick retrieval is necessary for effective processes
 Inadequate use of empowerment and team work
Teams need to have the proper training and at least in the beginning by a
facilitator. Individuals should be empowered to make decisions that affect the
efficiency of their process or the satisfaction of their customer.
 Failure to continuously improve
It is tempting to sit back and rest on your laurels. However, a lack of continuous
improvement of the process, product and service will even leave the leader of the
pack in the dust.