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CONFIDENTIAL

AM/JAN 2013/ADM510

UNIVERSITI TEKNOLOGI MARA FINAL EXAMINATION

COURSE COURSE CODE EXAMINATION TIME

QUALITY MANAGEMENT ADM510 JANUARY 2013 3 HOURS

INSTRUCTIONS TO CANDIDATES 1. 2. This question paper consists of six (6) questions. Answer any four (4) questions. Answer to each question must be written in the Answer Booklet. Start each answer on a new page. Do not bring any material into the examination room unless permission is given by the invigilator. Please check to make sure that this examination pack consists of: i) ii) the Question Paper an Answer Booklet - provided by the Faculty

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This examination paper consists of 3 printed pages
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CONFIDENTIAL QUESTION 1

AM/JAN 2013/ADM510

a) Briefly explain any FOUR (4) of the Crosby's Absolutes of Quality Management. (10 marks) b) Crosby suggested quality vaccine which consists of three important ingredients to aid continuous development. Elaborate 'the basic elements of quality improvement. (15 marks)

QUESTION 2 a) Describe the role of system thinking in quality management. (5 marks) b) Explain the quality concern of FIVE (5) major functions within a manufacturing system. (20 marks) QUESTION 3 Organization should seek initiative to enhance the delivery system and ensure effective implementation of their services at the counter. Discuss how the 7P's of service counter can facilitate the achievement of this objective. (25 marks) QUESTION 4 Determining and using customer satisfaction information should be viewed as key business process. Elaborate FIVE (5) reasons why customer satisfaction efforts fail to produce useful results and suggest ways to prevent these failures from occurring. (25 marks) QUESTION 5 The structure of ISO 9000:2000 standards are based on eight principles of quality management. a) Explain any FIVE (5) principles of the ISO 9000:2000. (15 marks) b) Explain any THREE (3) benefits of ISO 9000:2000. (10 marks)

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CONFIDENTIAL QUESTION 6

AM/JAN 2013/ADM510

In designing a performance measurement system, organizations must consider how the measures will support the organizational planning. Discuss FIVE (5) purposes of performance measurement in an organization. (25 marks)

END OF QUESTION PAPER

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