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business
total quality management
Total Quality Management 3rd Edition Poornima M. Charantimath - Solutions
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 services in these categories?
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 Mahindrae. Singapore National Library Board
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 plants in Faridabad and manufactures three lines of tractors and imports and sells different farm
Summarize some actions taken by Xerox, Ford and Motorola while implementing their benchmarking programmes.
What are the costs of benchmarking?
What is the code of conduct required for benchmarking?
What is global benchmarking?
What are the prerequisites of benchmarking?
Which company is the pioneer in benchmarking?
Discuss how Xerox gained a competitive advantage by benchmarking.
What are the benefits of benchmarking?
Name the critical factors for successful benchmarking.
What are the various costs of benchmarking?
What are the various steps in benchmarking?
What is the code of conduct required for benchmarking?
How does the organization decide on the type of benchmarking?
What are the dos and don’ts of benchmarking?
What are the prerequisites for benchmarking?
What are the requirements for a successful benchmarking model?
How can benchmarking become an intervention technique for organizational change?
Name the four major steps in benchmarking.
What are the various types of benchmarking?
Explain the benefits of value management.
Jindal Iron and Steel Co. Ltd (JISCO) is India’s largest integrated galvanizing facility accounting for 17 per cent of the total galvanized iron production in the country. JISCO exports about 75 per cent of its production to over 45 countries. Its plants located in Vasind and Tarapur in
What are the benefits of benchmarking? Explain with examples.
Name the different categories of economic value.
Define VAVE.
Define value.
Name the seven classes of values propounded by Aristotle.
Explain the five levels on inventiveness.
What are the 40 inventive principles?
What are the 39 engineering parameters?
Define the term VAVE.
What do you mean by TRIZ?
Name the different types of values.
Discuss the lifecycle of innovation using the S curve.
Name the 40 inventive principles used in TRIZ.
Explain the innovation pentagon.
Name the two main types of innovation.
Name the 39 engineering parameters used in TRIZ.
Comment on the statement, “It is easier to tone down a wild idea than to think up a new one.”
Discuss creativity.
Select a problem of your choice and conduct a brainstorming session.
Mention the steps involved in the creative process.
Differentiate between the terms creativity, invention and innovation.
Describe the uses of the six thinking hats with an example.
Write a brief note on the S curve.
What are the two types of innovation?
Explain the brainstorming procedure.
Define TRIZ.
Define brainstorming.
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