University Of Pune Question Paper
B.H.M.C.T. (Eighth Semester) EXAMINATION, 2010
806–D : TOTAL QUALITY MANAGEMENT
(2002 PATTERN)
Time : Three Hours Maximum Marks : 80
N.B. :— (i) Attempt any two questions from section I and Section II
each.
(ii) All questions carry equal marks.
SECTION I
1. Define quality. Why is quality important to the hospitality industry ?
2. How does an organisation culture play an important role in building
and maintaining quality in the hospitality Industry ?
3. Define communication. Explain the various types of communication
in Hospitality Industry with suitable examples.
4. What do you understand by customer satisfaction ? What are the
methods used to measure guest satisfaction ?
SECTION II
1. What is Green Service Quality ? By adopting to it would the hospitality
industry benefit and how ?
2. What is ISO ? What are its principal standards ? How does it
help the hospitality industry ?
3. What is quality circle ? Illustrate the components, process and advantages
of quality circle in hospitality industry.
4. What do you understand by customers ? Explain with suitable examples
the various types of customers.
B.H.M.C.T. (Eighth Semester) EXAMINATION, 2010
806–D : TOTAL QUALITY MANAGEMENT
(2002 PATTERN)
Time : Three Hours Maximum Marks : 80
N.B. :— (i) Attempt any two questions from section I and Section II
each.
(ii) All questions carry equal marks.
SECTION I
1. Define quality. Why is quality important to the hospitality industry ?
2. How does an organisation culture play an important role in building
and maintaining quality in the hospitality Industry ?
3. Define communication. Explain the various types of communication
in Hospitality Industry with suitable examples.
4. What do you understand by customer satisfaction ? What are the
methods used to measure guest satisfaction ?
SECTION II
1. What is Green Service Quality ? By adopting to it would the hospitality
industry benefit and how ?
2. What is ISO ? What are its principal standards ? How does it
help the hospitality industry ?
3. What is quality circle ? Illustrate the components, process and advantages
of quality circle in hospitality industry.
4. What do you understand by customers ? Explain with suitable examples
the various types of customers.
![Lucknow University B.A./B.Sc. (Part-III) (Back Paper) MATHEMATICS [ Third Paper ] Numerical Analysis and Programming in C - 2018 Question Paper](https://blogger.googleusercontent.com/img/b/R29vZ2xl/AVvXsEjSRFF5B8mgwVKJswFbXFVMbYPkwZ5huZNYCbcvphN2nQ2jOctgxD-2OCGkKWECevFXYTdxUFbTDJhx7JzU880M-lNAV3yJhbPerY9N4OWHvh54NGmgoYOfAy9GWFzvBsiTMVcvjNuGYIs/s72-w640-c-h458/97+1.png "Lucknow University B.A./B.Sc. (Part-III) (Back Paper) MATHEMATICS [ Third Paper ] Numerical Analysis and Programming in C - 2018 Question Paper")
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