Total Quality Management- Unit-1

UNIT 1 INTRODUCTION
PART A( 2 marks)
1 Define quality.
2 Mention any four principles of TQM
3 Define Quality cost.
4 Define strategic planning.
5 What are the steps involved in strategic planning?
6 What are the types of quality statement?
7 Name any two popular awards for quality.
8 What is Quality Council?
9 What do you mean by total cost of quality??
10.Define TQM.
PART B
1 Explain the fourteen steps of Deming’s philosophy for improving quality,
productivity and competitiveness. (16)
2 What are the customer perceptions of quality? Explain. Explain the service quality
with its characteristics and expectations. (16)
3 Explain quality costs. What are the barriers for implementing TQM in
an industry? Explain. (16)
4 Explain the role of senior management. (16)
5 Explain in detail about the process of strategic planning. (16)
6 Discuss in detail about the quality statement. (16)