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QUESTION 1
Identify and explain the six concepts/components that are necessary for an effective TQM program. How are these related to Deming's 14 points?
QUESTION 2
By referring to an organisation of your choice, critically evaluate the costs of quality and explain the difficulties that might be encountered during the process
QUESTION 3
A well-known company has been losing customers due to various delays and errors. The Quality Manager wants to identify problems and causes that might be contributing to customer dissatisfaction. Discuss how the manager would apply ANY FIVE of the following quality tools and techniques to reduce errors and increase customer satisfaction-
(a) Pareto Analysis
(b) Control Charts
(c) Cause and Effect Diagram
(d) Check Sheet
(e) Scatter Diagram
(f) Affinity Diagram
(g) Forced Field Analysis
Question: Psycho social Hazards-Job stress (a) How would you define job stress? (b) What are the causes of job stress? (c) Who are the workers affected by job stress?
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Rules of thumb for a competitive negotiation: Stick to your planned target and walk away points. You are likely to get a better overall deal if you make a larger nu
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Question: Forces for change exist in the external and the internal environments of the organisation. (a) Differentiate between planned change and unplanned change. (b)
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