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SMU MBA SEM 3 TQM FALL 2016 ASSIGNMENTS
QM0019 – FOUNDATIONS OF QUALITY MANAGEMENT
1 Define the term ‘quality’. Explain the evolution of quality.
Definition of ‘quality’.
Evolution of quality
2 What is customer retention? Discuss some of the customer retention strategies.
Customer retention
Customer retention strategies.
3 Explain the various steps for performing a quality system audit.
Steps for performing a quality system audit
4 Discuss the Scope of Quality Control.
Scope of Quality Control.
5 Discuss the steps to be performed for getting ISO 9000 registered.
Steps to be performed for getting ISO 9000 registered.
6 Explain - Quality Functions Performed by Computers.
Quality Functions Performed by Computers.
QM 0020- Quality in Service Industries
1 Explain – Five Dimensions of Service Quality
Five Dimensions of Service Quality
2 Discuss - 7Ps of the service marketing mix in detail.
7Ps of the service marketing mix
3 Explain the steps involved in maintaining CRM in a service Organization.
Steps in maintaining CRM in a service organization
4 Explain - Service Quality in Cross-Cultural Context with suitable example
Service Quality in Cross-Cultural Context
5 Describe - Dimensions of service quality in the tourism, hospitality and leisure industry
Dimensions of service quality in the tourism, hospitality and leisure industry
6 What are the key dimensions of providing quality service in healthcare?
Key dimensions of providing quality service in healthcare

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QM0021: STATISTICAL PROCESS CONTROL
1 Describe – the various steps involved in implementation of SPC.
Steps involved in implementation of SPC
2 Discuss the different types of data in detail.
Different types of data
3 Explain – the characteristics of Hypothesis
Characteristics of Hypothesis
4 What is process capability? Explain its uses and assumptions.
Process Capability
Uses of Process Capability
Assumptions in Process Capability
5 List the areas of application for c-chart.
The areas of application for c-chart.
6 Explain - Importance and Applications of Experimental Design
Importance of Experimental Design
Applications of Experimental Design
QM0022: TQM TOOLS AND TECHNIQUES
1 Explain the obstacles in TQM implementation.
The obstacles in TQM implementation.
2 What do you mean by 5S principles? What are the benefits of the Japanese 5S principles?
5S principles
Benefits
3 Define - Six Sigma Methodology and elaborate the Key Roles in Six Sigma
Six Sigma Methodology
Key Roles in Six Sigma
4 Explain - Taguchi Methods
Taguchi Methods
5 Explain – the various types of Benchmarking
Types of Benchmarking
6 Explain the Principles of Poka Yoke. Also explain the steps of Poka Yoke Implementation.
Principles of Poka Yoke
Steps of Poka Yoke Implementation
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