PART A: Answer ALL questions in the answer book provided, Each question carries 20 marks. Please be organized, precise, concise and coherent. Total marks: 100 marks) QUESTION 1 (20 marks)

a. What is more critical to success in an organization: continuous improvement or quality control? Define each of the options and make a choice. Explain your reasons for choosing one of the above and not the other. (3+3+2+4=12 marks)

b. Briefly explain the terms errors and defects with example. What is the relationship between both of these terms. (2+2+4=8 marks)

QUESTION 2 (20 marks)

a. What is muda, muri and mura? Explain with clear examples. (2++2=6 marks)

b. Explain the various types of muda with clearly or each muda and the reason why each muda happened? (2x7=14 marks)

QUESTION 3 (20 marks)

a. What kind of costs should organization invest most, preventive costs, appraisal costs, internal costs and external failure cost. Take your choice and explain your answer clearly with related example for each cost. (2+2+2+2+2+4=14 marks)

b. Explain the following statements as they apply to modern quality management. Customer service is the rule, not the exception. (6 marks)

QUESTION 4 (20 marks)

a. Do you think that ISO 9000 have a significant role for organizational? Take your position (Yes or No) and explain your answer precisely. (4+6=10 marks)

b. Your role as the head of purchasing department is responsible to discuss the role of your department of a manufacturing firm in achieving quality (10 marks) .

QUESTION 5 (20 marks)

a. Why would a company be interested in benchmarking? Why would want to benchmark against the industry leader? (10 marks)

b. State the four key problems with benchmarking. (10 marks)