Questions and Answers of Total Quality Management

Discuss the re-engineering structure of BPR.
Which are the key enablers of BPR in the manufacturing sector?
Explain the BPR team in project management.
What is the re-engineered structure of BPR?
Name the BPR teams in project management.
Discuss the limitations of BPR.
What are the pitfalls of BPR?
Explain the relationship between TQM and BPR.
Define business process management.
Compare TQM and BPR.
Select an administrative or support department in an organization and list all the major activities and prepare a flow diagram for one activity.
Explain the relevance and importance of business process management with examples.
Describe the scope of business process management.
Briefly explain the importance of business process management.
Write a brief note on the value creation process.
Explain the value creation and support processes with an example.
Write a brief note on the support process.
Explain the methodology of business process quality management.
Who is a process owner?
Explain product development process phases with an example.
Evaluate the various tools used in process mapping.
What are the various phases in the product development process.
Define process mapping.
Who is a process owner?
Describe the BPM implementation framework.
Name the various tools used for process mapping.
Define process mapping.
Describe the ten phases in the BPM implementation framework.
Name the various tools used in process mapping.
Explain the common process management practices of companies that are recognized as world leaders in quality and customer satisfaction.
Name the ten phases in the BPM implementation framework.
Which are the three key activities in process management.
Write a brief note on:(a) Basic flowchart.(b) Swim lane diagram.(c) Value stream map.(d) SIPOC diagram.(e) Spaghetti diagram.
Define reliability engineering.
MRC Bearing, the largest producer of aero-engine bearings in the world, is located in Falconer, New York. The company is the primary aerospace bearings supplier to General Electric, Pratt–Whitney
In an engineering company, one of the machine centres is scheduled for two shift operations at the rate of 8 hours per shift. The time allowed for changing tools, shift breaks, direct plant
Describe the relevance of reliability engineering.
Visit the Web site of the Japan Institute of Plant Maintenance (JIPM) and prepare the checklist for different categories of TPM awards outside Japan.
How do you measure reliability?
What are the three phases of the product lifecycle?
Draw a schematic diagram of a bathtub curve and explain the three phases of the product lifecycle.
Visit the Web site of a company that has received the TPM award in India and prepare a report on the steps taken by the company for getting this award.
Distinguish between MTBF and MTTF.
What do you mean by FMEA?
Explain the OEE model with the help of a diagram.
What is a bathtub curve?
Explain the procedure for conducting FMEA.
Define the term FMEA.
Name the eight pillars of TPM.
What is total productive maintenance? Enumerate the benefits of maintenance management?
Name the types of FMEA.
What are the six big losses?
Explain the eight pillars of TPM.
Mention the various steps involved in the process of conducting FMEA?
Define OEE.
Discuss the objectives of TPM.
Explain the term OEE.
Name the eight pillars of TPM.
Name the 16 major losses identified in an organization.
How are the losses in the organization classified?16 How does office TPM support plant TPM?
Name the various steps involved in the successful implementation of TPM.
Discuss TPM awards in detail.
What are the myths in the implementation of TPM?
What is the function of the CII-TPM club of India?
Bharti Tele-ventures is one of India’s leading private sector telecom operators. Its cellular business, Airtel, is a leading mobile telephony brand. Like any telecom organization, Bharti considers
Define customer focus.
Explain customer-driven quality.
For a specific output of your department in an organization, sketch a simple flow diagram of the journey of the output throughout the organization. Then, prepare a list of the internal and external
Define the term customer.
Mention the factors responsible for customer satisfaction.
Compute your CLV at McDonald’s, indicating all components and considerations.
Draw and explain a schematic diagram of Kano’s model of customer satisfaction.
Distinguish between internal customers and external customers.
What is the significance of developing partnership with suppliers?
Name the three dimensions of customer requirements.
Explain the guidelines for establishing a long-term partnership with suppliers.
Prepare a list of companies for which CRM systems would be extremely valuable. Also prepare a list of companies for which a CRM system would not have much value.
Prepare a list of companies for which CRM systems would be extremely valuable. Also prepare a list of companies for which a CRM system would not have much value.
Identify three dimensions of customer requirements.
Define CRM.
“CRM is concerned with managing one’s current customer base and is not concerned with the process of acquiring new customers.” Comment.
Identify a loyalty programme in a company and prepare a report on the impact of loyalty and benefits derived by the customer from this programme.
What do you mean by customer satisfaction?
Name the various schools of thought on CRM.
What are the main challenges that companies encounter when trying to implement a CRM system?
Select an organization, where you purchase products/services from and identify organization’s touch points. Are they effective? Can they be improved? If so, why?
Define CRM.
What is the purpose of CRM?
How can companies develop various bonds with their customers?
Define customer lifecycle.
Discuss the evolution of CRM.
In a B2B environment, how is CRM seen as the foundation of the sales function.
What are the various schools of thought on CRM?
Mention the various steps for implementing the customer lifecycle.
What are the objectives of CRM?
Name the various types of CRM applications.
What do you mean by the term customer lifecycle?
Define ladder of loyalty.
What are the various steps in the customer lifecycle?
Name the series of stages of ladder of loyalty.

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