CENTRAL LUZON STATE UNIVERSITY

(CLSU)
Master of Business Administration
Total Quality Management
ASSIGNMENT 1
Answer all Questions
Each Question carries 20 marks
1. What is meant by Quality Audit? Explain the importance of Quality Audit. List the
general guidelines for carrying out a quality assurance audit.
2. How is the human relations theory different from classical theory?
3. Write a brief note on the concept of Total Quality Management. Differentiate between
Quality Control and Quality Assurance.
4. Mr.X is a manager in a large restaurant in one of the major cities in India. He knows
that the customers expect high overall quality from that restaurant. He wants to know
whether his restaurants services are meeting customers expectations. How can he
check this? What are the ways he can measure quality in his restaurant?
5. Write a note on the ISO 9000 series of Quality Standards and Malcolm Baldrige
Criteria for Business Performance Excellence.

Please use Times New Roman size 12, 1.5 line spacing and proper paragraphing. Your
answers should have 2500 words (excluding header, table of content and reference page), and
should include the coursework cover sheet on the front page of the report. Please use Harvard
referencing format for your referencing. Website referencing shouldnt be more than 50%
and Wikipedia shouldnt be the main reference for information. Textbooks, journals and
articles from appropriate agencies like Emerald, British Council and Harvard Business
School are strongly encouraged. Any academic misconduct and plagiarism will result an
automatic F grade in the subject.