Total Quality Management

Tutorial-2

1. What is customer feedback and Enumerate the tools used for collecting customer
feedback.
2. What is a customer Complaint and write the actions taken by the organization to handle
complaints.
3. What are the new seven management tools?
4. Define Run chart?
5. Define Control chart?
6. What are the benefits of an activity network diagram?
7. Explain Kano Model in Detail Along with an Diagram.
8. What are the parts of house of quality?
9. What are the types of benchmarking?
10. Compare and Contrast Maslows need Hierarchy theory with Herzbergs two Factor
Theory.

11. What is team and explain the steps involved in Formation of Team.

12. Enumerate the steps to benchmark?

13. Explain Why Why tool and Force Field analysis in Detail.