University Of Pune Question Paper
B.H.M.C.T. (Eighth Semester) EXAMINATION, 2010
803 : TOTAL QUALITY MANAGEMENT
(2005 PATTERN)
Time : Three Hours Maximum Marks : 70
N.B. :— (i) Attempt any four questions from Section I. Each question
carries ten marks.
(ii) Attempt any six questions from Section II. Each question
carries five marks.
SECTION I
1. Define quality. Explain how quality is important to Hospitality
industry. Give examples. [10]
2. What is continuous improvement ? Explain how PDCA cycle helps
in continuous improvement. [10]
3. Define HACCP. Explain with a suitable example, the seven principles
of HACCP. [10]
4. Explain the importance of brainstorming and explain the procedure
to conduct brainstorming session. [10]
5. Define and discuss the objectives of quality circles. [10]
6. Explain the methods of Business Process Reengineering. [10]
SECTION II
1. Explain the thoughts of any two quality gueses with suitable
examples ? [5]
2. Explain 5 W & 1 H theory of Kaizen. [5]
3. Why quality is free ? Explain. [5]
4. Why is commitment important in the hospitality industry in creating
a positive environment ? [5]
5. What are the opportunities available in the green service
quality ? [5]
6. Why is training important in hospitality industry ? [5]
7. Explain the concept of ‘‘Right First Time’’. [5]
8. What are the effective ways of communication in Total Quality
Management ? [5]
B.H.M.C.T. (Eighth Semester) EXAMINATION, 2010
803 : TOTAL QUALITY MANAGEMENT
(2005 PATTERN)
Time : Three Hours Maximum Marks : 70
N.B. :— (i) Attempt any four questions from Section I. Each question
carries ten marks.
(ii) Attempt any six questions from Section II. Each question
carries five marks.
SECTION I
1. Define quality. Explain how quality is important to Hospitality
industry. Give examples. [10]
2. What is continuous improvement ? Explain how PDCA cycle helps
in continuous improvement. [10]
3. Define HACCP. Explain with a suitable example, the seven principles
of HACCP. [10]
4. Explain the importance of brainstorming and explain the procedure
to conduct brainstorming session. [10]
5. Define and discuss the objectives of quality circles. [10]
6. Explain the methods of Business Process Reengineering. [10]
SECTION II
1. Explain the thoughts of any two quality gueses with suitable
examples ? [5]
2. Explain 5 W & 1 H theory of Kaizen. [5]
3. Why quality is free ? Explain. [5]
4. Why is commitment important in the hospitality industry in creating
a positive environment ? [5]
5. What are the opportunities available in the green service
quality ? [5]
6. Why is training important in hospitality industry ? [5]
7. Explain the concept of ‘‘Right First Time’’. [5]
8. What are the effective ways of communication in Total Quality
Management ? [5]
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