Mount Zion College of Engineering & Technology

To Make Man Whole!!

An ISO 9001:2008 Certified Institution

CYCEL TEST I August 2011

SPR No.: Year/Dept: IV/CSE Date:Wednesday, 03 August 2011

Forget past mistakes. Forget failures. Forget everything except what youre going to do now and do it. ~ William Durant

MG1301

TOTAL QUALITY MANAGEMENT Time: 09:00 a.m. 12:00 p.m.

100 Marks

1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. a

(Answer All the Questions) PART A - 2 Mark Qs (10x2=20) Write the importance of TQM of industry. Give examples to support your answer. Define Quality Costs? Define quality. What are the dimensions of quality? State Maslows Hierarchy of Needs? Give the Basic Concepts of TQM? Give the Principles of TQM? Give the Analysis Techniques for Quality Costs? Define Customer Retention? Define Employee Involvement? PART B - 10 Mark Qs(5x16=80) Explain the fourteen point of Demings principle for quality (OR)

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11. b i. ii. 12. a i. ii. Explain the principle of TQM. Explain about the strategic planning. 8 8 List out the barriers of TQM implementation. Discuss about the analysis techniques for the quality cost 6 10

(OR) 12. b List out the characteristic behaviours of successful leader? Click here to enter text. 13. a 13. b what are the customer perceptions of quality?Explain (OR) i. Define quality cost. Ii. Explain the service quality with its characteristics and expectations Explain Jurans quality trilogy in detail (OR) 14.b 15. a Enumerate some actions that an organization shall taken to handle complaints. i. What you mean by motivating a employee? Ii. Discuss about Moslows need hierarchy theory. (OR) Explain the types of problems expected in a product and the improvement strategies which are applied on the product 16
N.ANGEL NESAKUMARI. Prepared by: Faculty Name

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14. a

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15.b

Pilivalam P.O, Pudukkottai Dt., Tamil Nadu. Pin - 622 507, Fax: 04333 277125, Ph: 04322 - 320201, 320802, Website: www.mzcet.in, Email: info@mzcet.in Page 1 of 1