13.

List THREE (3) products/service that you are loyal with

and state the reasons.
14. Define complaint.
TUTORIAL (REVISION QUESTIONS) 15. Explain THREE (3) reasons why customer complaint.
CODE: UECM 2106 16. Explain the steps for handling customer complaint.
17. Define Total Quality Management (TQM).
1. Define quality in your own words.
18. Explain THREE (3) reasons why TQM fails.
2. Explain the importance of management.
19. Discuss the objectives of TQM.
3. Discuss the dimensions of quality
20. Briefly explain FIVE (5) elements of TQM.
4. Explain service quality dimensions
21. Define productivity.
5. Discuss the nature of service.
22. Explain each element in 5’s.
6. Define ISO.
23. Define performance appraisal.
7. Explain the importance of ISO?
24. Explain the performance appraisal process.
8. List and describe quality management tools.
25. List common problems deficiencies.
9. Describe the benefits of ISO.
26. How to maximize employee performance?
10. Distinguish between quality control and assurance.
27. Explain the roles of supervisor in order to increase
11. Define customer.
employee’s performance.
12. From your opinion, describe the importance of customer
28. Justify the concept of JIT.
satisfaction.
29. Identify 5 types of wastes.
30. Explain the ways in managing employee productivity.