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CIT - 2 TQM Key

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12 views

CIT - 2 TQM Key

Uploaded by

karpagamyogaraj
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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K.L.N.

COLLEGE OF ENGINEERING, POTTAPALAYAM – 630 612


B.E. / B.Tech DEGREE COURSES
(AUC-REGULATION – 2013)
Centralized Internal Test – II - Feb / 2017
CE314-GE6757 / Total Quality Management (Elective)
Scheme of Evaluation
PART – A 10× 2 = 20 Marks

ANSWER ALL QUESTIONS


1. Define TQM frame work. [Remember]

2. Identify the Pillars of TQM. [Remember]


1. Problem solving
2. Interpersonel skills
3. Team work
4. Quality improvement process.
3. Define Customer Retention with the importance of retention. [Remember]
Customer retention represents the activities that produce the necessary of the
Customer satisfaction that creates customer loyalty, which actually improves the
Bottom line.It is the nexus between the customer satisfaction and the bottom line
4. Describe the necessity for customer feedback/customer complaints. [Remember]
Discover customer dissatisfaction, Discover relative priorities of quality, Compare
performance with the competition, Identify customers’ needs, Determine opportunities
for improvement.
5. Define cost of quality. [Remember]
Quality costs are defined as those costs associated with the non-achievement of product /
service quality as defined by the requirements established by the organization and its
contracts with customer and society
6. List the various characteristics of a quality leader. [Remember]
The customers first, Value people, Build supplier partnership, Empower people.
7. List the strategic quality planning process. [Remember]
Customer Needs, Customer Position, Predict the Future, Gap Analysis, Closing the Gaps,
Alignment, Implementation.
8. Describe Recognition and Rewards. [Remember]
Recognition is a form of employee motivation in which the organization openly
acknowledges the positive contribution an individual or team has made to the success of
the organization. It may be either in oral or writing praising thedeserving employee by
presenting certificates or members .they may also be rewarded by cash awards.
Reward is something tangible such as cash award to promote desirable behaviour.
Reward can be delayed but recognition cannot be delayed & should be on a timely basis.
9. Outline the roles of quality council. [Remember]
Establish core values quality statements, strategic quality plan and to plan the training
and education programs, monitor the cost of quality.
10. Define employee empowerment. [Remember]
Empowerment is an environment in which people have the ability, the confidence, and
the commitment to take the responsibility and ownership to improve the process and
initiate the necessary steps to satisfy customer’s requirements within well defined
boundaries in order to achieve organizational values and goals.
PART – B 2× 15 = 30 Marks
11. a) Explain the various contributions of Juran and Crosby. [Understand] (15)

 list the contributions Juran and Crosby (5)


 each contributions in detail (10)
[OR]
b) Discuss about customer satisfaction. [Understand] (15)
 define customer satisfaction and types (2)
 customer perception of quality (5)
 customer complaints (4)
 service quality (2)
 customer retention (2)

12. a) Discuss about Maslow’s need hierarchy theory and Herzberg’s two factor theory for
Motivation. [Understand] (15)
 motivation defintion (2)
 Explanation of Maslow’s need hierarchy theory with diagram (7)
 Explanation of Herzberg’s two factor theory with difference (6)

[OR]
b) Explain the Stages and Types of Team work in detail. [Understand] (15)

 define team and team work ,types (3)


 list the stages team work (6)
 Explanation of each types of teams (6)

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