MNO3703 EXAM
PACK 2024
QUESTIONS AND
ANSWERS
FOR ASSISTANCE CONTACT
EMAIL:gabrielmusyoka940@gmail.com
, lOMoARcPSD|31863004
UNIVERSITY EXAMINATIONS
May/June 2020
MNO3703
Total Quality Management
Duration 2 Hours 70 Marks
Open book examination
This paper consists of 24 pages including 2 blank pages.
Instructions:
FORMAT OF THE EXAMINATION PAPER
Section B: Select and answer any two
Examination paper Section A: Compulsory (MCQ)
(2) questions
Section A [10] Question 1 [10] Question 2 [30]
Section B [60] Question 3 [30]
Question 4 [30]
Total marks for paper: [70] Total for section A: [10] Total for section B: 2 x 30 = [60]
INSTRUCTIONS/INFORMATION
This is a fill-in examination paper. Write or type all your answers on the paper in the space provided.
Additional blank pages are provided at the end of the paper, in case you need extra space for your answers.
The examination paper consists of two sections: Section A consists of 10 compulsory multiple-choice
subquestions. Section B consists of three essay-type questions, of which you must select and answer any
two (2) questions.
Take note of the mark allocation for each question and the duration of the paper (2 hours). Plan your time
accordingly.
An additional 1 hour allows you to download your examination paper and upload your completed answered
examination paper extending the time to 3 hours.
Read each question very carefully. Make sure that your answer reflects what has been asked.
Please ensure you fill in and submit the declaration of honesty section. This is compusory.
Please ensure not to spend too much time looking for answers in your books. Instead you must utilise your
books just to reference and apply the information to your case studies to successfully achieve the appropriate
answers to the questions.
Please ensure you upload your completed paper within the 3 hour time frame given to you. If you exceed the
3hour time frame the system will automatically lock you out and you will not be able to upload your paper
successfully.
[TURN OVER]
Downloaded by Gabriel Musyoka (gabrielmusyoka940@gmail.com)
, lOMoARcPSD|31863004
2 MNO3703
MAY/JUNE 2020
SECTION A (Compulsory)
All candidates must answer this section. For each subquestion, five possible answers (options)
are given. Select only one option, and write down or type the corresponding number in the
space provided.
Question 1 [10]
1.1) Quality of design is a measure of how well the product or service is designed to achieve
the agreed requirements. Which one of the following statements refers to quality of
design?
1. Quality of design involves a high level of inspection or checking at the end, which is
indicative of attempts to inspect quality.
2. Quality cannot be inspected into products or services; customer services must be
designed into the whole system.
3. Quality of design is a measure of how well a product or service is designed to achieve the
agreed requirements.
4. Quality of design involves people doing the wrong things, but doing them well.
5. Design concerns the quality performance of actual operations.
(1)
Answer 1.1 :
1.2) Which one of the following combinations reflects the major features of the total quality
management model?
1. Teams, systems, tools, communication, culture, commitment, process customer and
supplier
2. Facilitating communication and sharing best-practice information
3. Understanding, managing performance, guiding, planning, drafting policies and
procedures
4. Helping to improve employee motivation
5. Developing new knowledge and skills in an organisation
(1)
Answer 1.2 :
[TURN OVER]
Downloaded by Gabriel Musyoka (gabrielmusyoka940@gmail.com)
, lOMoARcPSD|31863004
3 MNO3703
MAY/JUNE 2020
1.3) What is the process of control?
1. It is the translation of the organisation9s philosophy
2. It is the responsiveness of suppliers and operators
3. It is information or feedback provided to keep all functions on track
4. It is credibility given to operators
5. It has to do with customer courtesy
(1)
Answer 1.3 :
1.4) Which one of the following statements best represents a vision framework for an
organisation?
1. Develop a vision, core values, purpose, mission, strategies and plans, critical success
factors and core processes
2. Develop a mission, design, process, plan, experiment and control
3. Develop a vision, finances, operations, supply chain, stockholders and promoters
4. Develop a mission that demonstrates the organisation9s purpose to make a profit
5. Develop a vision that will generate a high impact on the opposition
(1)
Answer 1.4 :
1.5) Which one of the following options sets out the criteria for enablers in the EFQM
excellence model?
1. Leadership, strategy, people, resources and partnerships, processes, products and
services
2. Leadership, strategy, customer focus, workforce focus, operational focus
3. Leadership, strategy, customer focus, operational focus, results
4. Leadership, strategy, customer focus, workforce focus, results
5. Leadership, strategy, customer focus, strategic planning, results
(1)
Answer 1.5 :
[TURN OVER]
Downloaded by Gabriel Musyoka (gabrielmusyoka940@gmail.com)
