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BPQ712S - BUSINESS PROCESS AND QUALITY MANAGEMENT - 2ND OPP - NOV 2024 |
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n Am I 8 I A Un IVE RSITY
OF SCIEnCE Ano TECHnOLOGY
FACULTY OF COMMERCE, HUMAN SCIENCESAND EDUCATION
DEPARTMENT OF GOVERNANCE AND MNAGEMENT SCIENCES
QUALIFICATION : BACHELOR OF BUSINESS MANAGEMENT
QUALIFICATION CODE: 07BBMN
LEVEL: 7
COURSE CODE: BPQ712S
COURSE NAME: BUSINESSPROCESS& QUALITY
MANAGEMENT
SESSION: JANUARY 2025
DURATION: 3 HOURS
PAPER: THEORY
MARKS: 100
EXAMINER(S)
SECOND OPPORTUNITY EXAMINATION PAPER
DR VUSUMUZI SIBANDA
MODERATOR: MR M NELENGE
INSTRUCTIONS
1. There are SIX (6) questions, answer any FOUR (4) questions.
2. Read all the questions carefully before answering.
3. Number the answers clearly
4. Start a new question on a fresh page
THIS QUESTION PAPER CONSISTS OF _2_ PAGES (Including this front page)
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Question 1
(a) Discuss the ten (10) elements (aka commandments) of good Business Process Management
as postulated by vom Brocke et al. (2014}.
[20 marks]
(b) Outline any five (5) benefits of Business Process Management to an organisation. [5 marks]
Question 2
(a) Evaluate outsourcing as a business strategy.
[13 marks]
(b) Customer relationship management (CRM} and supplier relation management (SRM)
provide the critical linkage throughout the supply chain. Consequently, supplier
relationship management is viewed as a mirror image of customer relation
management. Discuss.
[12 marks]
Question 3
Critically analyze how an organization can implement the Balanced Scorecard (BSC}as a
management system to improve its performance through the application of its four
perspectives in driving organizational success.
[25 marks]
Question 4
(a) Discuss the six key elements of Business Process Management as proposed by
Rosemann and vom Brocke (2010}.
[12 marks]
(b) Distinguish between Business Process Re-engineering (BPR)and Total Quality
Management (TQM) and demonstrate how each may facilitate business process
improvement.
[13 marks]
Question 5
(a) Analyze the relationship between the different types of quality costs and their
impact on an organization's performance and profitability and evaluate how
effectively managing these costs can lead to both operational improvements and
financial gains.
[20 marks]
(b) Propose strategies that a company could implement to optimize quality costs and
enhance overall business performance
[S marks]
Question 6
An organization that assembles cars has been affected by poor quality problems. The CEOof
the company is considering implementing benchmarking but knows very little about it. As a
newly hired quality assurance manager, advise your boss on:
(a) What benchmarking is;
[3 marks]
(b) Five (5) key steps in benchmarking;
[5 marks]
(c) Any five (5) challenges in benchmarking;
[5 marks]
(d) Any six (6) benefits of benchmarking;
[6 marks]
(e) Any six (6) disadvantages of benchmarking
[6 marks]
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