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Question 1:
(a) Explain the basic philosophy behind quality management systems such as those specified in ISO 9000:2000 series.
(b) Discuss how an effective quality management system can contribute to continuous improvement and customer satisfaction in a manufacturing organisation.
Question 2:
Benchmarking is a method in which most progressive organizations are interested.
(a) How do you describe benchmarking and what are its benefits?
(b) Discuss the purpose and practice of benchmarking in an organisation adopting a total quality approach.
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Question: When implementing a change in the organisation, managers may find employees resisting to the change. (a) Discuss the important sources of resistance to change as
explain decision making process of an organization
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