GE8077 - Total Quality Management - Unit-1 Two marks

Subject Name: Total Quality Management

Subject Code: GE8077

B.E. Aeronautical/EEE/Civil/Mech/Mechatronics/CSE/others Dept - semester 07

B.E. Automobile/ECE/BME/Production/Medical Electronics/others Dept - semester 05

B.Tech. Chemical/I.T/Textile/Fashion/Bio-tech/others Dept - semester 07

Anna University Regulation 2017 B.E. Aeronautical/EEE/Civil/Mech/Mechatronics/CSE/others... Dept 7th semester & B.E. Automobile/ECE/BME/Production/ME/others... Dept 5th semester & B.Tech Chemical/I.T/Textile/Fashion/Bio-tech/others... Dept 7th semester GE8077 (Total Quality Management) 2 marks for 1st unit is provided below. GE8077 all units 2 marks, Total Quality Management all units notes & syllabus are listed down for students to utilize it for scoring maximum marks with our study materials.

1.Define quality.

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2.Define quality as per Crosby.

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3.Define quality as per Ed.Deming.

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4.write the equation that would quantify quality (or) How can quality be quantified?

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5.Differentiate 'quality of conformance' and 'quality of performance'.

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6.List the dimensions of quality (or) What are the faces of quality?

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7.Whot are the dimensions of service quality?

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8.Define TQM.

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9.Why is quality required in products and services today?

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10.What are the basic concepts that a successful TQM programme require?

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11.What are the elements of TQM? (or) List the various factors which constitute the framework of TQM.

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12.What are the pillars of TQM?

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13.List out any four barriers to TQM implementation.

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14.Tabulate the tangible and intangible benefits of TQM.

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15.Name any six quality gurus.

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16.What is PDCA cycle?

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17.What are the seven deadly diseases of management proposed by Deming?

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18.What is quality planning?

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19.List down the contributions of Juran.

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20.What are the four absolutes of quality defined by Crosby?

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21.Who are internal and external customers?

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22.What are the customer's perception on quality?

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23.Name some of the most common ways to collect customer needs. (or) How are the customer needs and requirements documented?

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24.What is customer complaint?

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25.Why is customer feedback/customer complaint necessary?

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26.List the various tools used for collecting customer complaints. (or) Name any 4 methods of receiving customer complaints.

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27.What is meant by customer retention?

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28.Customer retention is more powerful than customer satisfaction. Why? (or) Mention the importance of customer retention.

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29.Define the term customer care.

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30.What do you mean by service quality?

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31.What are the different ways to create customer-oriented culture in an industry?

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