KENYA INSTITUTE OF MANAGEMENT

DCM 202: QUALITY MANAGEMENT

Instructions: Attempt any 2 (Two) Questions

TIME: 1 Hour

1)
A. Briefly describe quality management and differentiate it from traditional
management methods (5 Marks)
B. Briefly explain the main benefits of implementing quality management in
an organization (10 Marks)
2)
A. Discuss the various quality dimensions in services (5 Marks)
B. Briefly discuss the main criticisms of the TQM approach (10 Marks)

3) Briefly discuss the main contributors of the japan quality revolution (15 Marks)

4) Briefly summarize five principal approaches to defining quality (15 Marks)