CONFIDENTIAL AM/NOV 2005/ADM510 UNIVERSITI TEKNOLOGI MARA FINAL EXAMINATION COURSE COURSE CODE EXAMINATION TIME QUALITY MANAGEMENT ADM510 NOVEMBER 2005 3 HOURS INSTRUCTIONS TO CANDIDATES 1. This question paper consists of two (2) parts : PART A (3 Questions) PART B (4 Questions) 2. 3. 4 5. Answer all questions from PART A and three (3) questions from PART B. Answers to all questions must be written in the Answer Booklet. Start each answer on a new page Do not bring any material
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years‚ 150% increase in productivity‚ 99% customer satisfaction‚ and 15% increase in employee satisfaction. Experience the strategies that these organizations have used to achieve these results and to become winners of the prestigious national Malcolm Baldrige Award. Beyond Customer Satisfaction to Customer Loyalty Customer Loyalty is defined by your customers’ overall satisfaction with your products and services‚ their willingness to recommend you to others‚ and your performance relative to your
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specific measurements related to quality and process improvement‚ the empowerment of employees and the integration of other business functions. Over the years‚ many companies have received the Shingo Prize‚ including Raytheon‚ Delphi Corporation‚ the Boeing Company‚ Johnson Controls and Ford Motor Company. The Shingo Prize recipients have demonstrated that the successful application of world-class practices results in increased productivity‚ enhanced quality and customer service and improved
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Nordmark with assistance from Peter and Elliot Cobb‚ Frank Steed‚ and Andy Youngs‚ this group risked all of their life savings to start a storefront online company. This online company specializes in all types of handbags. eBAGS operations consist of quality control‚ supply chain strategy and management‚ forecasting‚ lean thinking‚ batch process flow and possible introduction of a footwear line. eBAGS Current Product Flow Analysis eBAGS currently uses a batch process flow. The batch process
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Week 2 Assignment Pages 180-182 1.) Pick a product good or service that you are interested in consuming sometime in the near future. Analyze the offerings of two competing firms. How do the products compare on various dimensions of quality? From these differences‚ what can you infer about each company’s strategy and the customers that they seem to be targeting? A good that I will be purchasing sometime soon is a new vehicle. My husband and I are looking at either a Chevy Silverado‚ or a Ford
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are in‚ the techniques employed at Ritz-Carlton have helped many companies increase their customer loyalty to levels previous unseen. “The New Gold Standard” shares the wisdom of Ritz Carlton’s five principles to maximize one’s ability to deliver quality and world-class service throughout business and personal life. Firm and steadily practices its five principles‚ one will have the opportunity to form and strengthen industry new gold standard. This book also helped me understand how Ritz-Carlton differentiates
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implementing reform through total quality management. It has not followed the manufacturing industry in the implementation of TQM. The success of the total quality management (TQM) philosophy in manufacturing and other industries is forcing construction organizations to adopt TQM. This paper first outlines the imperatives of quality and its initiatives in the construction industry and then analyzes the critical success factors (CSFs) of the fourteen most prominent total quality management (TQM) frameworks
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Case Study One: Amazon.com Amazon started as an e-commerce book site and has now added music‚ toys‚ electronics‚ software‚ and home improvement equipment to its list of product offerings. The Amazon supply chain is longer than that of a bookstore chain such as Borders or Barnes and Noble because of the presence of an additional intermediary—the distributor. The distributor margins in the Amazon supply chain can also be viewed as an increase in cost. However‚ Amazon has exploited several opportunities
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managerial principles of the BSC with quality principles stemming from the Malcolm Baldridge National Quality Award and the European Foundation for Quality Management is proposed. It comprises four hierarchical levels: business objectives‚ competitive priorities‚ core processes and components of the organizational profile. The implementation methodology for supporting its application in an individual enterprise makes use of quality function deployment (QFD)‚ a quality design tool. A strategy map here
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similar operations under its belt to synergize and control more of the market. Industry Leader: Federal Express has been the industry leader since 1973. Strong Brand Image: In 1990‚ Federal Express became the first company awarded the Malcolm Baldrige National Quality Award in the service category. In 1994‚ Federal Express became the first
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