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BPQ712S - BUSINESS PROCESS AND QUALITY MANAGEMENT - 1ST OPP - NOV 2025 |
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n Am I BI A u n IVER s ITY
OF SCI En CE Ano TECH n OLOGY
FACULTY OF COMMERCE, HUMAN SCIENCES AND EDUCATION
DEPARTMENT OF GOVERNANCE, MANAGEMENT SCIENCES AND EDUCATION
QUALIFICATION: BACHELOR OF BUSINESS MANAGEMENT
QUALIFICATION CODE: 07BBMN
LEVEL: 7
COURSE CODE: BPQ712S
COURSE NAME: BUSINESS PROCESS & QUALITY
MANAGEMENT
SESSION: NOVEMBER 2025
DURATION: 3 HOURS
PAPER: THEORY
MARKS: 100
FIRST OPPORTUNITY EXAMINATION QUESTION PAPER
EXAMINER(S} Dr VUSUMUZI SI BANDA
MODERATOR: MR MATHEW L. NELENGE
INSTRUCTIONS
1. There are SIX questions; answer any FOUR questions.
2. Read all the questions carefully before answering.
3. Number the answers clearly
4. Start a new question on a fresh page
THIS EXAMINATION CONSISTS OF _2_ PAGES (Including this front page)
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Question 1
A new Namibian start-up, "Clean-Up Crew," is a cleaning service for residential and commercial
clients. The founder, while effective at a small scale, wants to grow the business and is aware that
chaotic processes hurt business. Advise the founder on how to implement Business Process
Management using the BPM Lifecycle.
(a) Explain each stage of the lifecycle and how it would be applied to the "Clean-Up Crew"
business to ensure a successful and scalable operation.
(15 marks)
(b) Outline any ten benefits that "Clean-Up Crew" will enjoy by implementing business process
management.
(10 marks)
Question 2
Using NUST as a case study, explain how the university can apply Porter's Value Chain Analysis Model.
(25 marks)
Question 3
(a) Explain the Theory of Constraints (TOC) and discuss the significance of constraints and
bottlenecks in organisational processes.
(15 marks)
(b) With the aid of a diagram, explain how you would make use of the drum-buffer-rope system to
manage constraints.
(10 marks)
Question 4
(a) A manufacturing company is facing declining customer satisfaction and increased
operational costs. As a business process consultant, advise the management team on how
they can utilise Business Process Reengineering (BPR) to address these challenges. Include in
your advice the key steps for implementing a BPR strategy.
(15 marks)
(b) Outline any ten benefits that a company may enjoy by implementing BPR.
(10 marks)
Question 5
You have been appointed as a quality management consultant for a manufacturing company
struggling with inventory costs and production delays. The company is considering implementing
Just-In-Time (JIT) and Kaizen continuous improvement approaches to enhance quality and
operational efficiency.
Prepare a report that:
(a) Explain the principles and prerequisites of JIT and Kaizen.
(10 marks)
(b) Describe the benefits the company can expect from adopting these methodologies.
(8 marks)
(c) Identify any four potential challenges of adopting JIT and suggest how the company can
overcome them.
(7 marks)
Question 6
(a) Using the Iceberg Model of Cost of Quality, explain why many quality costs are hidden and
discuss the significance of identifying these hidden costs in quality management. (15 marks)
(b) Philip Crosby famously stated that "Quality is Free." Critically examine this statement in the
context of the cost of quality and quality improvement efforts.
(10 marks)
TOTAL= [100 Marks]
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