Techlogy Quality Management

1. q: Question 1 (a)

Describe the "Analogy of the Three-Legged Stool" used in understanding the concept of Total Quality  approach.     (10 marks)

2. Identify a quality expert and discuss his/her contribution

3. Duscuss briefly the question below:

JUNE 2014 Question 2

"The successfulness of Total Quality MAnagment (TQM) implementation in the public sector depends on its good organizational environemt. this environment can be created through several principles." (DAC 1/1992).

Explain any FOUR (4) principles of TQM applied in the Malaysian public sector.         (25 marks)

4. June 2014 Question 3

Malaysian public organizations rely heavily on its service qaulity and implement many initiatives for continous improvements. However, it is not an easy task to improve quality services.

Explain any FOUR (4) dimensions of service quality.       (25 marks)

5.January 2013 QUESTION 4

External customers refer to those who receive or pay for the products and services. It is the 'outsiders' who deals with the organization.

Explain the (6) SIX step strategy in discovering the external customer's needs which is also applicable in the public sector.                          (25 marks)

6. Jun 2014 Question 7 (b)

Elaborate THREE (3) approaches in making ethical decision in quality management.     (12.5 marks)

Attempt/do also Dec 2013 Question 6

7. Jan 2013   QUESTION 7

c) Justify any THREE (3) categories of Malcolm Baldridge National Quality Award         (12.5 marks)

8. Jan 2013  QUESTION 6

A quality culture is an organizational value system that results in an environment that is conducive to the establishment and continual improvement of quality.

Analyze any FOUR (4) differences between quality culture and traditional culture      (25 marks)