Question: TOTAL QUALITY MANAGEMENT Section B Answer any two questions in this section 1. The University of Professional Studies, Accra wants to use Evans and Lindsey

TOTAL QUALITY MANAGEMENT

Section B Answer any two questions in this section 1. The University of Professional Studies, Accra wants to use Evans and Lindsey (1996) service dimensions as an improvement model to enhance teaching and learning at the undergraduate level. As a quality consultant, how would you encourage lecturers to use these service dimensions to achieve students' satisfaction. (15 marks) 2. The seven (7) statistical process control (SPC) tools are used by organizations to get to the root cause of issues affecting their processes and for improvement purposes. a) List any 6 of the Statistical Process Control (SPC) tools. 3marks b) With an illustration, explain the Cause and effect diagram using any of (4) of the 6Ms. 12marks (15 marks) 3. Discuss the cost of quality (COQ) in a real or imagined business situation. (15 marks)

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