Jawaharlal Nehru Technological University Hyderabad 2012-5th Sem M.B.A Total Quality Management, Iester s, - Question Paper
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Code No: E5415
JAWAHARLAL NEHRU TECHNOLOGICAL UNIVERSITY HYDERABAD MBA - IV Semester Examinations, February -2012 TOTAL QUALITY MANAGEMENT Time: 3hours Max. Marks: 60
Answer any five questions All questions carry equal marks
1.a) What is meant by Total Quality Management (TQM)? Give its overview. b) State and explain benefits of TQM.
2.a) Explain about customer perception of quality.
b) Explain the importance of customer satisfaction through Kanos model.
3.a) Explain the various stages of PDCA cycle.
b) Explain the philosophy of Kaizen. Explain its guiding principles.
4.a) Explain various phases of Benchmarking process. b) State the pitfalls and criticism of Benchmarking.
5.a) What is ISO 9000? Explain the structure of ISO 9000. b) State the benefits of ISO 9000 registration.
6.a) Define Quality Function Deployment (QFD). Explain various steps involved in QFD process.
b) State the various steps involved in building the house of quality.
7.a) Explain the steps involved in FMEA. State its advantages. b) Explain the features of Total Productive maintenance.
8.a) Explain the meaning and general structure of Cause and Effect diagram.
b) Explain various steps involved for constructing Cause and Effect diagram.
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