Attempt all the questions.
Section-A
Question1) Explain Gap Model of service quality measurement? What are the limitations of SERVQUAL instrument?
Question2) Describe how total productive maintenance can be applied to some of the following service industries
(a) Bank
(b) Hospital
Question3) What type of organization climate is
(a) Conducive to Business Process Re-engineering (BPR)
(b) Unfavorable to Business Process Re-engineering (BPR)
Question4) Explain Quality Function Deployment (QFD) and state its characteristics features
Section-B
Case Study
Company supplies toys to the customer in lots of 10000. Company and customer have agreed on the acceptable quality level of 1% and a lot tolerance proportion defective as 3% . Consultant has suggested that following procedure be used to decide whether or not it would accept a shipment: 20 toys would be sampled randomly and if 1 or fewer toys are defective it would accept the shipment else it would reject the shipment.
Case Questions
Question1) As a purchaser as well as the vendor making the shipment, will you consider the risk associated with this kind of sampling would be acceptable?
Question2) Evaluate risk for the purchaser as well as to the vendor and suggest your recommendation.
Question3) Derive OC Curve for this sampling plan.