SECTION A Instructions: Time: 2 hours 30 minutes Answer TWO questions in this section: Question 1 and any other question of your choice. 1) You have just been employed as a quality manager in an organization. The Chief Executive Officer (CEO) gives you a data on customer complaints compiled over the past decade for advice at the next board meeting as follows. Type of complain Frequency Cost per occurrence GH C Total Cost GH C U 10 1 10 V 1 200 IN 20 W 2 6 12 X 6 1 6 Y 1 300 300 Z 3 3 9 Hint: Calculations should be rounded up to ONE decimal place i) ii) Using the relevant quality management tool, process and analyze the data. (16 marks) Interpret the results and give an expert advice to your boss for the appropriate decisions to be taken at the next board meeting. (9 marks) 2. In a chronological order, trace and differentiate the various evolutionary stages of quality management up to the TQM era. Justify the need for the changes. (15 marks) (6 marks) 3. i. State and explain the quality management functions as given by Joseph Juran. ii. With the aid of a diagram, illustrate how these functions may be applied in real world business situations? (9 marks) 4. Discuss the factors that are required for the smooth implementation of the Total Quality Management philosophy in a named organization of your choice. (15 marks) 2