TQM-unit 2

Part-A (2 marks)
1. Define customer satisfaction.
2. How the customer complaints are collected?
3. Define service quality.
4. Name some customer perception on quality.
5. What is employee motivation?
6. Define Kaizen.
7. List out the 5’S of Japanese methodology with its purpose.
8. Define partnering.
9. Define Empowerment.
10.What do you understand by performance appraisal? What
is the use of it?
PART B
1. Explain Juran’s ‘Quality Trilogy’ in detail. (16)
2. Explain the following with their advantages and limitations. (16)
i. Kaizen
ii. PDSA Cycle
iii. Performance appraisal
3. Explain the various dimensions involved in quality. (16)
4. Discuss briefly about the various methods used to employee involvement. (16)
5. Explain in detail about the supplier partnership. (16)
6. What is the basic concept of performance measures? (16)
7. Explain the strategy for implementing performance measures and techniques. (16)