University Of Pune Question Paper
B. Sc. (Hospitality Studies) (Semester - VI) Examination - 2012
TOTAL QUALITY MANAGEMENT
(New 2008 Pattern)
Time : 3 Hours] [Max. Marks : 70
Instructions :
(1) Q. No. 1 is compulsory.
(2) Solve any five questions from remaining.
Q.1) Write notes : (Any Four) [20]
(a) Thoughts of Quality Guru - JURAN
(b) QMS ISO 9001 : 2000
(c) Problem Solving Tool : Brain Storming
(d) Quality Circles
(e) Internal Customer
(f) Investors in People
Q.2) Explain steps to success in Measuring and Managing Customer
Satisfaction. [10]
Q.3) Define Quality. Explain Core Concepts of TQM. [10]
Q.4) What is an Innovation and Deligence according to Core Values of
Japanese Management. [10]
Q.5) Explain 5‘S’ Philosophy of Kaizon. [10]
Q.6) With reference of ‘Green Service Quality’ explain the ‘Waste
Management’ and ‘Energy Management’. [10]
Q.7) Write detail note on ‘Business Process Re-engineering’. [10]
Q.8) “Effective Communication Leads to achieve good quality.” Justify. [10]
Q.9) What are different ‘Costs of Quality’ ? Explain in detail.
B. Sc. (Hospitality Studies) (Semester - VI) Examination - 2012
TOTAL QUALITY MANAGEMENT
(New 2008 Pattern)
Time : 3 Hours] [Max. Marks : 70
Instructions :
(1) Q. No. 1 is compulsory.
(2) Solve any five questions from remaining.
Q.1) Write notes : (Any Four) [20]
(a) Thoughts of Quality Guru - JURAN
(b) QMS ISO 9001 : 2000
(c) Problem Solving Tool : Brain Storming
(d) Quality Circles
(e) Internal Customer
(f) Investors in People
Q.2) Explain steps to success in Measuring and Managing Customer
Satisfaction. [10]
Q.3) Define Quality. Explain Core Concepts of TQM. [10]
Q.4) What is an Innovation and Deligence according to Core Values of
Japanese Management. [10]
Q.5) Explain 5‘S’ Philosophy of Kaizon. [10]
Q.6) With reference of ‘Green Service Quality’ explain the ‘Waste
Management’ and ‘Energy Management’. [10]
Q.7) Write detail note on ‘Business Process Re-engineering’. [10]
Q.8) “Effective Communication Leads to achieve good quality.” Justify. [10]
Q.9) What are different ‘Costs of Quality’ ? Explain in detail.
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