Question (1): Based on what you have learned about Total Quality Management, answer the following questions. (6 marks)

1. Short answer question:

Deming is considered as one of the Gurus of Total Quality Management. Critically explain 3 basics of his approach. (3 marks)

2. Multiple choice questions: (3 marks)

1. All of the following are among the mission statement tests except:
   1. It should be documented
   2. It should be agreed by all
   3. It may not be sufficiently explicit to enable eventual accomplishment to be verified
   4. It should be understandable, communicable and believable
2. There are two distinct, but interrelated aspects of quality are:
   1. Design & Conformance of Design
   2. Price & Customers
   3. Suppliers & Partners
   4. Features & Functionalities

3. In the static model of a process, all of the following are considered input except:
   1. Materials
   2. Methods
   3. Paperwork
   4. Training

Question (2): Answer the following questions: (8 marks)

With reference to what you have learned about typical contents of a mission statement, analyze the following statement so that each component must be stated clearly with evidence from the mission statement below.

Business Express Airlines (BEA) is a domestic air carrier dedicated to providing business travelers with air transportation that exceeds their expectations in terms of cost, convenience, and service. To this end, BEA provides air carrier service to and from a steadily increasing number of major hub airports in the United States.

Show your work in the below table.

	Typical contents	Evidence from the mission statement
1.
2.
3.
4.

Question (3): Answer the following question: (6 marks) Explain the vision/mission framework and the relationship between its components showing the effect on the end customer. Vision or guiding philosophy What we want to be Core values and beliefs Who we want to be Purpose What we are here for Mission What we are here to achieve Strategy and plans How we are going to achieve it Critical success factors What we need to achieve it People Core processes The activities you need to perform particularly well to achieve it Resources