University Of Pune Question Paper
B.H.M.C.T. (Eighth Semester) EXAMINATION, 2012
803 : TOTAL QUALITY MANAGEMENT
(2005 PATTERN)
Time : Three Hours Maximum Marks : 70
N.B. :— (i) Question No. 1 is compulsory.
(ii) Attempt any five questions from question No. 2 to
question No. 9.
1. Write short notes on (any four) : [4×5=20]
(i) Customer focus
(ii) Continuous improvement
(iii) Innovation
(iv) 5 ‘S’ theory of Kaizen
(v) Characteristics of quality circles.
2. Explain in detail the six concepts of quality management. [10]
3. Explain the principles of environmental management systems.[10]
[4281]-84 2
4. What is Mission ? Explain the step by step procedure in framing
the mission statement. [10]
5. Explain the concepts given by Deming, Jwan and Crosby. [10]
6. Explain the different costs involved in quality management. [10]
7. Explain competence gap in service industry with the help of a
diagram. [10]
8. Explain the methods of measuring and managing customer satisfaction
in hospitality industry. [10]
9. Explain how good leadership can develop quality culture in the
organisation.
B.H.M.C.T. (Eighth Semester) EXAMINATION, 2012
803 : TOTAL QUALITY MANAGEMENT
(2005 PATTERN)
Time : Three Hours Maximum Marks : 70
N.B. :— (i) Question No. 1 is compulsory.
(ii) Attempt any five questions from question No. 2 to
question No. 9.
1. Write short notes on (any four) : [4×5=20]
(i) Customer focus
(ii) Continuous improvement
(iii) Innovation
(iv) 5 ‘S’ theory of Kaizen
(v) Characteristics of quality circles.
2. Explain in detail the six concepts of quality management. [10]
3. Explain the principles of environmental management systems.[10]
[4281]-84 2
4. What is Mission ? Explain the step by step procedure in framing
the mission statement. [10]
5. Explain the concepts given by Deming, Jwan and Crosby. [10]
6. Explain the different costs involved in quality management. [10]
7. Explain competence gap in service industry with the help of a
diagram. [10]
8. Explain the methods of measuring and managing customer satisfaction
in hospitality industry. [10]
9. Explain how good leadership can develop quality culture in the
organisation.
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