ORDINARY PAPER KCA
END OF SEMESTER EXAMINATION FOR
BACHELOR OF COMMERCE (GSS)
BAM 2201: TOTAL QUALITY MANAGEMENT
FULL-TIME. SEPTEMBER-DECEMBER SEMESTER 2020.
___________________________________________________________________________
INSTRUCTIONS: ANSWER ALL QUESTIONS.
QUESTION ONE
Tommy Chemical Company is a Kshs. 50 million company that was founded in 1980. It
manufactures and markets over 400 chemicals, fibres and plastics for5, 300 customers across
the world. Tommy products show up in a wide variety of consumer goods such as bottles,
bread and other foods, coatings, flooring materials and window cleaners’ aspirin, computer
diskettes and hundreds more.
Meeting customer needs with high quality products and services has always been important
to Tommy Chemical Company. In the late 1990s, the company lost market share of a major
product and begun searching for a new way of doing business.in the year 2000 the company
reviewed its focus on customers. Tommy gradually developed its quality management values
and processes. Along the way it used Baldrige Award Criteria for self-assessment and sought
advice Examination Irregularity is punishable by expulsion Page 2 of 3 from quality
management experts and Baldrige award winners. Today quality management principles and
techniques are woven throughout the company’s business activities. Teams are well
established at Tommy and are viewed by executives as the most effective means to execute
the company quality strategy. There exists a network of interlocking teams led by virtually all
employees in the team and quality improvement processes. Each team uses company’s
quality and anticipates of both internal and external customers to define key processes and
measures and to continually improve.
Tommy encourages innovation and provides structured way to link ideas or new products
with corporate business plans. Through the Tommy innovation process, a team of employees
from various areas, such as manufacturing, sales, research and engineering shepherds a
product idea from inception to market. Customer needs are considered early and then
END OF SEMESTER EXAMINATION FOR
BACHELOR OF COMMERCE (GSS)
BAM 2201: TOTAL QUALITY MANAGEMENT
FULL-TIME. SEPTEMBER-DECEMBER SEMESTER 2020.
___________________________________________________________________________
INSTRUCTIONS: ANSWER ALL QUESTIONS.
QUESTION ONE
Tommy Chemical Company is a Kshs. 50 million company that was founded in 1980. It
manufactures and markets over 400 chemicals, fibres and plastics for5, 300 customers across
the world. Tommy products show up in a wide variety of consumer goods such as bottles,
bread and other foods, coatings, flooring materials and window cleaners’ aspirin, computer
diskettes and hundreds more.
Meeting customer needs with high quality products and services has always been important
to Tommy Chemical Company. In the late 1990s, the company lost market share of a major
product and begun searching for a new way of doing business.in the year 2000 the company
reviewed its focus on customers. Tommy gradually developed its quality management values
and processes. Along the way it used Baldrige Award Criteria for self-assessment and sought
advice Examination Irregularity is punishable by expulsion Page 2 of 3 from quality
management experts and Baldrige award winners. Today quality management principles and
techniques are woven throughout the company’s business activities. Teams are well
established at Tommy and are viewed by executives as the most effective means to execute
the company quality strategy. There exists a network of interlocking teams led by virtually all
employees in the team and quality improvement processes. Each team uses company’s
quality and anticipates of both internal and external customers to define key processes and
measures and to continually improve.
Tommy encourages innovation and provides structured way to link ideas or new products
with corporate business plans. Through the Tommy innovation process, a team of employees
from various areas, such as manufacturing, sales, research and engineering shepherds a
product idea from inception to market. Customer needs are considered early and then
