Question 1:
The ISO 9000 series of quality management system standard is quick becoming a de facto requirement for doing business in numerous industries, despite the fact that it is voluntary standard. Critically assess the benefits and limitations of implementing such a system in the service industry.
Question 2:
Critically measure the efficacy of SERVQUAL technique for measuring quality in industry of your choice.
Question 3:
A restaurant has experienced a sudden raise in customer complaints and as a consequence the restaurant has been losing customers and orders. The quality manager desires to identify the problems and causes which may be contributing to customer dissatisfaction. Discuss and illustrate out how the manager would apply quality tools and methods to resolve these complaints and enhance customer satisfaction.
Question 4:
Make a distinction between variable measures of quality and attribute measure of quality. Support your answer by means of instances.
Question 5:
Illustrate out the different kinds of control charts and discuss their use in statistical procedure control.