Quality Management Service) Course No: MBATH/2/FC/04 Set 1

 MIZORAM UNIVERSITY, AIZAWL               

2023

(May-June)

(Quality Management Service)

Course No: MBATH/2/FC/04

Full Marks: 60

Time: 3 hours

   The figures in the margin indicate full marks for the questions

1. Answer the following: (Any Ten)                             10X2=20

1. Mention at least four benefits of Quality Management.

2. Define Quality. 

3. Define TQM

4. What do you mean by Cost of Poor Quality?

5. How are service standard defined? 

6. How to create effective Vision?

7. Define Prevention Costs.

8. Differentiate between Internal Failure and External Failure.

9. Mention at least two TQM principle.

10. What do you mean by a Customer Satisfaction?

11. What is the significance of Vision and Mission in organization?

12. Differentiate between consumer and customer.      

                                                   

2.  ‘Why customer focus is important for quality? Illustrate. Discuss the benefits and implementation of Customer Focused in Organization.

                                                                             (10+10=20)

OR

Explain in details about Contribution of Juran Crosby in Quality Sector. Discuss how Quality Control, Quality Improvement and Quality Planning play a vital role in Quality management Process.    

                                                                          (12+8=20)

3. Explain in details about Japanese 5S principles? Discuss each one of them.

             (9+11=20)

OR

Critically examine the role of Quality Norms in business. According to you, what are the ‘Quality norms’ of Mizoram University? Discuss.                                           (8+12=20)

*** MBATH/2/FC/04***