Accredited by: IACBE ECBE EDUQUA Member of: CCIG FEDE FSEP AGEP ACICS FINAL EXAM 2016 TQM 601 Total Quality Management INSTRUCTIONS: Page 1 Read the questions carefully and then Answer all. The submissions date for the examination is 14th May 2016. You are advised to use the marks allocated to each question as a guide to the time to allocate to the question and the length of response. All the answers must be drafted in the soft copy of answer script provided. Ensure that your name and student number are written correctly on the soft copy of the examination script book. No extensions will be granted without proper documentary evidence. Answer script is subject to mandatory plagiarism check. Any answer script found plagiarised will be graded '0' and student will have to repeat the examination by paying a penalty of AED 1,500/- Av. Blanc 53, 1202 Geneva, Switzerland T: +41 22 906 94 94 F: +41 22 906 94 90 E: info@gbs-ge.ch W: gbs-ge.ch Accredited by: IACBE ECBE EDUQUA Question A. (14points) Answer by YES or No the following questions. 1. Quality is customer satisfaction Y Member of: CCIG FEDE FSEP AGEP ACICS N 2. Internal customer is any other division of the company that receive the processed product 3. Quality is not becoming a cardinal priority for organizations 4. Higher customers expectations are getting spawned by increasing competition. 5. Satisfaction = (Perception of Performance) + (Expectation) 6. Quality Cost Management shows how decreased Prevention Costs reduce the Total Quality Costs 7. Leadership,Top management vision,planning and support are required as an element of TQM 8. Successful Implementation of TQM Requires total integration of TQM into day-to-day operation 9. Value creation processes are driven by internal needs while support processes are driven by external customer needs 10. Process control methods are the basis of effective daily management of processes 11. Maintenance activities are part of the Effective quality control 12. To continuously improve value creation ability, a business must continuously improve its value creation processes 13. Scatter Diagrams are used to present measurements of two or more related variables.A Scatter diagram specifies dependent and independent variables 14. ISO refers to Internal Standard Operations in TQM Question B. 1. Referring to the TQM course, please explain how you can apply Deming's approach for: Improving quality (6points) Implementing the Philosophy (10points) 2. To which extend this approach can be applied in your work environment. Please elaborate. (15points) Question C. Page 2 1. What are the Quality Management Principles related to ISO 9000:2000? (10points) 2. How these principles converge with Deming's approach, please elaborate. (15points) Av. Blanc 53, 1202 Geneva, Switzerland T: +41 22 906 94 94 F: +41 22 906 94 90 E: info@gbs-ge.ch W: gbs-ge.ch Accredited by: IACBE ECBE EDUQUA Member of: CCIG FEDE FSEP AGEP ACICS Page 3 END OF EXAM Av. Blanc 53, 1202 Geneva, Switzerland T: +41 22 906 94 94 F: +41 22 906 94 90 E: info@gbs-ge.ch W: gbs-ge.ch