Questions and Answers of Total Quality Management

Mention the various applications of CRM.
Which are the four levels of bonding for CRM?
Define the term ladder of loyalty.
Define customer defections.
Name the various stages of the ladder of loyalty.
Define zero defections.
Name the four levels of bonding for CRM.
Name the various types of defectors.
Define the terms customer defection and zero defection.
What do you understand by the term customer retention programme?
Classify the different types of defectors.
Distinguish between “market share” and “wallet share.”
What do you mean by customer retention programmes? Mention the various steps.
What is the equation for calculating the customer lifetime value?
Distinguish between market share and wallet share.
Define customer value management.
Explain the terms CLV and CVM.
Which are the four ways in which customers behave?
Which are the four ways in which customers behave?
How are customers classified based on profitability and loyalty?
How are customers classified based on profitability and loyalty?
Define the terms—CAM and CLM.
Define the terms—CAM and CLM.
Which are the various psychological stages in CRM?
Which are the various psychological stages in CRM?
Name the various models in the implementation of CRM.
Name the various models in the implementation of CRM.
Name the types of companies that benefit from implementing CRM.
What are the types of companies that benefit from implementing CRM?
Distinguish between CRM in the B2C world and CRM in the B2B world.
Distinguish between CRM in the B2C world and CRM in the B2B world.
Which are the three key elements of IT in CRM?
How is the effectiveness of CRM measured?
Define the term e-CRM.
Which are the three key elements of IT in CRM?
Name the different levels of e-CRM.
Define the term e-CRM.
Name the different levels of e-CRM.
What is a CRM scorecard?
Discuss the benefits of CRM.
Explain the relevance of TQM in the service industry.
Hotel Valuation Services (HVS) was founded in 1980 by Steve Rushmore. It is the world’s leading consulting and services organization focused on the hotel, restaurant, shared ownership, gaming and
Define service quality.
Differentiate between manufacturing and service industry.
Apply the SERVQUAL instrument and measure the service quality of your institute and prepare a report.
Discuss the differences between manufacturing and service industries.
Mention the four categories of service quality.
What is service quality? What are the internal and external measures of service quality?
Visit a star rated hotel in your area (less than five-star) and analyse what has to be done to improve its rating.
Explain how to deliver value in the service industry.
Differentiate between service systems and manufacturing systems.
Explain the significance of the service industry in the emerging economy.
Define service quality.
Name any five tools used for determining customer expectations.
Classify the various types of services into categories with respect to degree of labour intensity and degree of interaction and customization. How difficult is it to manage the service quality for
Which are the four categories of service quality?
Why are SERVQUAL instruments used?
What is the Gap Model of service quality measurement? What are the limitations of the SERVQUAL instrument?
Which are the factors that influence the customer’s buying decisions?
Name the four pillars of schools of quality.
What are the criteria for rating of hotels in star and diamond categories?
Name the steps involved in the service quality management process.
Name five generic dimensions of the SERVQUAL model.
Which are the tools used for determining customer expectations?
Why are SERPVAL instruments used?
What is the SERVQUAL model?
Which are the three dimensions of the SERPVAL model?
Which are the four pillars of schools of quality?
Which are the two types of quality ratings used in the hotel industry?
Which are the five gaps identified in the SERVQUAL model?
How to improve service quality.
Which are the five generic dimensions of SERVQUAL?
What are the pre-requisites for achieving service quality?
What is the SERPVAL model?
How do you measure service quality in hotels?
Discuss the star rating system of hotels.
What are the essential requirements for improving service quality across service industries?
Explain AAA’s diamond rating system.
What are the pre-requisites for achieving service quality?
Name the different categories of TPM awards.
Trace the development of TPM.
Distinguish between MTTF and MTTB.
Describe the different categories of TPM awards.
How to calculate failure rate?
Explain the steps in implementing TPM.
Explain the benefits of FMEA.
Discuss the success factors of BPR in detail.
What are the requirements of the re-engineering process?
Name the 3 R’s of re-engineering?
Explain the benefits of BPR with examples.
Name the three R’s of re-engineering.
Define business process re-engineering.
Visit the Web sites of the following re-engineers and prepare a report on BPR implementation and benefits derived due to BPR.a. IBM Credit Corporationb. Ford Motorc. Kodakd. Mahindra and
Discuss the formal definition of BPR in detail.
Identify two or three functions or activities, other than product characteristics, that could be benchmarked by(i) A manufacturer (ii) A service company.
Define BPR.
Explain the benefits of benchmarking.
What are the various types of benchmarking?
Escorts Limited’s Agri Machinery Group (EL-AMG) manufactures agricultural machinery and was set up in 1960. It accounts for almost two-thirds of the company’s revenues. It has four manufacturing
Summarize some actions taken by Xerox, Ford and Motorola while implementing their benchmarking programmes.

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