[April-19]

[EHS-404]
B.Tech. Degree Examination
CSE/IT/ECE/EEE
VIII SEMESTER
TOTAL QUALITY MANAGEMENT
(Effective from the admitted batch 2015–16)
Time: 3 Hours Max.Marks: 60
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Instructions: Each module carries 12 marks.
Answer all modules choosing one question from each module.
All parts of the module must be answered in one place only.
Figures in the right hand margin indicate marks allotted.
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MODULE-I
1. a) Define quality. Explain quality in daily life, in middle age and
during industrial revolution. 6
b) What is quality according to service system’s point of view? 6
OR
2. a) Discuss ‘quality and market share’ competitive advantages. 6
b) Explain the need of ISO 9000 quality systems. 6
MODULE-II
3. a) Discuss the contents include in quality policy. 6
b) Describe the role of customers partnerships in the process of
quality improvement. 6
OR
4. a) Discuss the importance of organizational culture and its adoption
at all levels in striving for quality improvement. 6
b) Explain the contribution of leadership for quality. 6
MODULE-III
5. a) Explain the new ‘7’ tools of quality and its application in detail. 6
b) Discuss zero defect program quality control tools. 6
 OR
6. a) Discuss about the need, types, construction and construction of
control chars. 6
b) Explain in detail the process decision program chart. 6
MODULE-IV
7. a) Explain Quality Management Systems. 6
b) What are the five fundamental benefits expected from the
operations of quality circles? 6
OR
8. a) Explain the guidelines for quality circles. 6
b) List out the benefits of forming quality circles. 6
MODULE-V
9. a) Explain about internal customers and external customers. 6
b) Explain customer satisfaction measurement techniques. 6
OR
10. a) How Quality Function Deployment (QFD) analysis helpful in
estimating the customer requirements and needs? 6
b) Discuss customer relationship management techniques. 6

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