B.Sc-B.Sc.(Hospitality Studies) 6th Sem TOTAL QUALITY MANAGEMENT(University of Pune, Pune-2013)

Total No. of Questions : 9]                               [Total No. of Printed Pages : 2
[4383]-604
                        B. Sc. (Hospitality Studies) (Semester - VI) Examination - 2013
                                                      TOTAL QUALITY MANAGEMENT
                                                       (Old 2005 and New 2008 Pattern)
Time : 3 Hours]                                                                                  [Max. Marks : 70

Instructions :
(1) Q. No. 1 is compulsory.
(2) Attempt any five questions from Q. 2 to Q. 9.

Q.1) Write notes : (Any Four) [20]
(a) Business Process Re-engineering

(b) Investors in People
(c) HACCP
(d) Quality Circle
(e) Role of Communication in TQM
(f) 5’s Activity of Kaizen

Q.2) Explain briefly thoughts of Quality Gurus : (Any One) [10]

(a) Juran
(b) Crosby

Q.3) Explain Brain Storming Concept as problem solving tool and technique. [10]

Q.4) Write a detail note on Cost Quality. [10]

Q.5) With reference to ‘Green Service Quality’ concept explain the terms‘Energy Management’ and ‘Waste Management’. [10]

Q.6) Explain the different steps to Success in Measuring and Managing Customer Satisfaction. [10]

Q.7) List and explain Core Concepts of Total Quality Management. [10]

Q.8) Explain the following Core Values of Japanese Managements : [10]
(a) Perfectionism
(b) Deligence

Q.9) Explain briefly Vision, Mission, Commitment and Creating Environment under Organisation Culture and Leadership for Total Quality Management. [10]