MURANG’A UNIVERSITY OF TECHNOLOGY

SCHOOL OF BUSINESS AND ECONOMICS

DEPARTMENT OF COMMERCE

UNIVERSITY ORDINARY EXAMINATION

2018/2019 ACADEMIC YEAR

THIRD YEAR FIRST SEMESTER EXAMINATION FOR, BACHELOR OF
PROCUREMENT AND SUPPLY MANAGEMENT, BACHELOR OF SCIENCE
IN ETREPRENUERSHIP AND SMALL ENTERPPRISE, AND BACHELOR OF
SCIENCE IN HUMAN RESOURCE MANAGEMENT

BHR 300 – TOTAL QUALITY MANAGEMENT

DURATION: 2 HOURS

DATE:

TIME:

Instructions to candidates:

1. Answer question One and Any Other Two questions

2. Mobile phones are not allowed in the examination room.
3. You are not allowed to write on this examination question paper.

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 SECTION A: ANSWER ALL QUESTIONS IN THIS SECTION

QUESTION ONE (30 MARKS)

a) Quality at Nairobi Central Hospital.
Nairobi Central Hospital is a 60-bed hospital situated in Nairobi Central Business District. The
hospital began facing serious competitive pressure as other health facilities started mushrooming.
Top management knew they had to establish and maintain competitive advantage against other
health care providers. Their strategy was to dramatically improve the quality of care Nairobi
central delivered to its patients.

Hospital administrators attended seminar given by a leading quality management consultant. The
administrator targeted a number of operations for quality improvement; accuracy of patient
billing, nursing retention, turnaround time in the emergency department , quality of dietary
services, purchasing procedures and promptness and completeness of medical record entries. The
further decide to create terms of hospital employees as the primary mechanism for implementing
process improvement.

i. Define quality in the context of the case study above. (2marks)

ii. Discuss two types of costs that may be incurred in the hospital giving an example from
each category. (4marks)
iii. Garvin, identified dimensions of quality which covers various meanings explain two
dimensions of quality in products and two in services. (4marks)
b) Total quality management means getting it right for the first time in light of this
statement explain three principles of TQM. (6marks)
c) In Philosophies of quality management we have Edward Deming as a quality guru.
Discuss Demining 14 principles of quality management (10marks)
d) Discuss Business process re-engineering (BPR) as a tool of quality management,
providing reasons for its current application in restructuring organization today(4marks)

SECTION B – ANSWER ANY TWO QUESTIONS IN THIS SECTION

QUESTION TWO (20 MARKS)

a) Several models and framework have been developed to define TQM. With an aid of a
diagram explain five TQM models (10marks)
b) Discuss the concept of benchmarking and suggest reason why an organization might
choose not to practice it. (10marks)

QUESTION THREE (20 MARKS)

a) Describe six sigma control concept and clearly explain its aim to reduce organizational
inefficiencies and achieve defect free processes and products. (10marks)
b) Standardization through ISO certification is viewed by many organizations in Kenya as
an important tool for competitive advantage. Discuss the benefits of ISO certification to
public sector institutions in Kenya. (10marks)
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QUESTION FOUR (20 MARKS)
a) To make rational decisions using data obtained on the product, or process or from the
consumer, organization use quality control tools. Discuss quality control tools with an aid
of a diagram. (10marks)
b) Customer satisfaction is a competitive tool for increasing market share, sustaining long-
term profitability and survival. Discuss the determinants of customer satisfaction.
(10marks)

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